Shantell Akina-Nitta
Henderson,NV
Summary
Hardworking and motivated professional with several years of experience and a record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organization skills.
Overview
2
2
years of post-secondary education
18
18
years of professional experience
Work History
Manager, Live Streaming Studio
MGM Resorts International
Las Vegas, NV
01.2025 - 06.2026
- Directed daily operations and performance management for a customer-facing live gaming studio, ensuring high service standards and operational readiness in a high-volume environment.
- Optimized scheduling, payroll, and staffing coverage to ensure business continuity and meet operational demands.
- Identified process gaps and implemented workflow improvements to enhance communication and operational efficiency.
- Engineered and maintained Standard Operating Procedures (SOPs) to bolster consistency, compliance, and training effectiveness.
- Developed training programs to improve staff customer service skills.
- Coached, mentored and trained team members in order to improve their job performance.
- Oversaw recruitment and onboarding processes for new team members.
- Analyzed guest feedback and identified areas for service improvement.
- Collaborated with executive teams to implement strategic initiatives across properties.
Store Manager
KNOW1
Kaneohe, HI
11.2008 - 07.2017
- Directed retail operations for over eight years, enhancing customer experience and operational performance through effective leadership.
- Supervised daily operations of a retail store ensuring smooth workflow.
- Resolved customer concerns and operational issues promptly, maintaining a positive customer experience and fostering loyalty.
- Supervised daily retail operations, ensuring efficient workflow and optimal staff performance.
- Managed inventory levels to maintain stock availability and organization.
- Managed inventory levels to ensure stock availability and organized displays, supporting sales initiatives.
- Developed and implemented promotional strategies that increased customer engagement and drove foot traffic.
- Oversaw visual merchandising to align with brand standards and attract customers.
- Coordinated with suppliers to order and receive merchandise in a timely manner.
- Handled payroll, timekeeping, and financial documentation with precision, maintaining confidentiality and compliance.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Conducted regular staff meetings to communicate updates and boost team morale.
- Recruited, trained and supervised new employees.
Customer Service Agent - Lead Trainer
Hallmark Aviation
Honolulu, HI
11.2011 - 05.2014
- Delivered front-line customer service to airline passengers for WestJet, Jetstar, and Qantas in a high-volume airport environment.
- Coordinated flight operations and obtained jet bridge licensing to enhance safety and efficiency during boarding.
- Assisted customers with inquiries and concerns regarding flight schedules and services.
- Managed check-in processes to ensure on-time departures for all passengers.
- Collaborated with team members to enhance service delivery and efficiency.
- Maintained knowledge of airline policies to assist customers accurately.
- Resolved customer complaints promptly to maintain high levels of customer satisfaction.
- Coordinated luggage handling and tracking for smooth passenger experiences.
Education
Associate of Arts - Hospitality
Honolulu Community College
Honolulu, HI 09.2010 - 12.2012
Skills
- Operational Management
- SOP Development
- Workforce scheduling
- Payroll
- Financial Administration
- Team Leadership
- Staff training
- Staff Recruitment
- Cross-Functional Collaboration
- Vendor Coordination
- Customer Engagement Strategies
- Communication Skills
- Microsoft Office
- Studio Equipment Management
- Conflict Resolution
Timeline
Manager, Live Streaming Studio
MGM Resorts International
01.2025 - 06.2026
Customer Service Agent - Lead Trainer
Hallmark Aviation
11.2011 - 05.2014
Associate of Arts - Hospitality
Honolulu Community College
09.2010 - 12.2012
Store Manager
KNOW1
11.2008 - 07.2017