Nathan Grafia
Summary
Detailed-Oriented Guest Service Professional bringing demonstrated success in transforming challenges into guest satisfaction. Over 30 years of Guest Service Experience in all guest related industries.
Overview
16
16
years of professional experience
Work History
Loop Driver
Vegas Loop Operations Co
10.2023 - Current
- Delivered passengers to destinations safely and on time.
- Conducted daily vehicle inspections to maintain optimal performance, identifying issues early for prompt resolution.
- Effectively resolved any passenger complaints or concerns through empathetic listening and clear communication.
- Promoted safe driving practices by adhering to traffic laws and company policies at all times.
- Adhered to tight schedule and met departure and arrival deadlines.
- Inspected vehicle regularly to identify and handle upkeep needs and maintain professional appearance for customers.
Guest Service Agent
Hawaiian Airlines
09.2023 - Current
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Proactively assisted passengers with baggage issues, minimizing delays and enhancing satisfaction.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
Guest Service Agent
Unifi Services (Spirit Airlines)
01.2022 - 08.2023
- Assist passengers with a smile and friendly face through arrival and check-in process; including support for passengers with special needs such as an unaccompanied minor, VIP passengers and passengers needed wheelchairs service
- Handle all aspects of ticketing and check-in by operating a computerized system, boarding, baggage service, reservations and resolving related complaints and problems
- Assist ramp agents to ensure wheelchairs, strollers, and gate-checked bags are made available for loading upon departure and delivery to passengers upon arrival
- Operate equipment to include the jet bridge, computer and carrier-specific reservation/ticketing software.
Contract Station Instructor
AAA Hawaii (Autoclub of Southern California)
01.2018 - 09.2020
- Provided and conducted training classes for AAA Hawaii Fleet and all Contract Stations in the State of Hawaii
- These classes included but not limited to New Hire Orientation, Total Member Satisfaction, Battery Service, Roadside Problem Solving, and any new platforms/operating systems that will be implemented
- Responsible for coaching, mentoring and support for AAA Hawaii Fleet and the entire network of Contract Stations
- Maintain and Exceed training goals for the State of Hawaii.
Fleet Lead/Senior Driver
AAA Hawaii (Autoclub of Southern California)
01.2014 - 09.2020
- Supervised day to day operations which included Towing Service, Light Service and Battery Service
- Responsible for in-house maintenance and repairs of all Fleet Vehicles, if repairs are too significant, coordinate with corresponding outside repair facilities
- Resolve all member issues and complaints with outstanding customer service, communication and interpersonal skills
- Recruiting, new hire training, coaching and mentoring of all Fleet Service Drivers and Dispatchers
- Scheduling, data research and input.
Emergency Roadside Service Driver/Dispatcher
AAA Hawaii (Autoclub of Southern California)
05.2008 - 09.2020
- Provide Emergency Roadside Service in a fast-paced environment within a timely manner to our members
- Utilizing either a Tow Truck and or a Light Service vehicle, and maintaining safe business driving practices, while providing outstanding 'Totally Satisfied' customer service and exceeding all members expectations consistently
- Develop routes and maintain contact with our members and service drivers throughout the day
- Collaborate with management to modify daily schedules to accommodate timely service and truck efficiency
- Act as a communication liaison between the drivers and out members, monitor any sudden route changes or road issues and work with our drivers to establish new routes for expedited service.
Customer Service Representative
Hertz
06.2008 - 06.2010
- Greeting clients as they arrive and or returning rental vehicles, answering phones, handling client questions, concerns and resolving any issues
- In some cases, ensuring the vehicle is clean, filled and ready for the next client
- Provide impeccable guest service.
Education
H.S. Diploma -
Mckinley High School
Honolulu, HI06.1992
No Degree -
Kapiolani Community College
Honolulu, HISkills
Customer Service
Critical Thinking
Leadership
Teamwork
Adaptability
Attention to Detail
Accomplishments
- I was fortunate enough to complete 27 Dale Carnegie Leadership Courses (In-Class) in my last 6 years with AAA Hawaii (Autoclub of Southern California)
- 2015 - 2017 Lead our Fleet Team to be ranked 3rd in the Nation in Battery Service Scores.
- 2018 - 2019 Lead our Fleet Team to be ranked 1st in the Nation in Battery Service Scores.
- 2015 - 2019 Lead our Fleet Team to be ranked 1st in the State of Hawaii, and 3rd in the Nation in Quality Service Scores.
- 2020 Lead our Fleet Team to be voted The Best Towing Company in the Star Advertiser's People's Choice Awards "Hawaii's Best 2020"
Timeline
Loop Driver
Vegas Loop Operations Co
10.2023 - Current
Guest Service Agent
Hawaiian Airlines
09.2023 - Current
Guest Service Agent
Unifi Services (Spirit Airlines)
01.2022 - 08.2023
Contract Station Instructor
AAA Hawaii (Autoclub of Southern California)
01.2018 - 09.2020
Fleet Lead/Senior Driver
AAA Hawaii (Autoclub of Southern California)
01.2014 - 09.2020
Customer Service Representative
Hertz
06.2008 - 06.2010
Emergency Roadside Service Driver/Dispatcher
AAA Hawaii (Autoclub of Southern California)
05.2008 - 09.2020
H.S. Diploma -
Mckinley High School
No Degree -
Kapiolani Community College
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