Shantell Akina-Nitta
Henderson,United States
Summary
Experienced professional offers several years of experience in the airline industry. Proven skills in responding to emergency situations and maintaining a calm demeanor under pressure. Pursuing a flight attendant position to provide exceptional customer service to travelers.
Overview
18
18
years of professional experience
Work History
Manager, Live Streaming Studio
MGM Resorts International
Las Vegas, NV
01.2025 - 06.2026
- Direct daily operations and performance management.
- Optimized scheduling, payroll, and staffing coverage to ensure business continuity and meet operational demands.
- Engineered and maintained Standard Operating Procedures (SOPs) to bolster consistency, safety, and compliance.
- Developed training programs that enhanced employee skills and performance.
- Coached and mentored team members, resulting in improved job performance.
- Oversaw recruitment and onboarding processes for new team members.
- Analyzed guest feedback to identify and implement service improvements.
- Collaborated with executive teams to improve the department.
Store Manager
KNOW1
Kaneohe, HI
11.2008 - 07.2017
- Supervised daily operations of the retail store.
- Managed inventory levels to maintain stock availability and organization.
- Developed and implemented promotional strategies that increased customer engagement and drove foot traffic.
- Oversaw visual merchandising to align with brand standards and attract customers.
- Resolved customer concerns and operational issues promptly, maintaining a positive customer experience and fostering loyalty.
- Coordinated with suppliers to order and receive merchandise in a timely manner.
- Balanced sales, reconciled cash, handled payroll, and made bank deposits to facilitate opening and closing duties.
- Conducted regular staff meetings to share updates and strengthen team cohesion.
- 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.
- Managed check-in processes to facilitate on-time departures for all passengers.
- Assisted customers with inquiries and concerns regarding flight schedules and services.
- Resolved customer complaints promptly to maintain high levels of customer satisfaction.
- Collaborated with team members to streamline service delivery and enhance overall efficiency.
- Maintained knowledge of airline policies to assist customers accurately.
- Coordinated flight operations and obtained jet bridge licensing to improve safety and efficiency during boarding.
- Managed luggage handling processes at the airport to ensure efficient passenger service and tracking for smooth passenger experiences.
Education
Associate of Arts - Hospitality
Honolulu Community College
Honolulu, HISkills
- Operations management
- SOP development
- Budget management
- Team leadership
- Customer service
- Problem solving
- Conflict Resolution
- Emergency procedures
- Safety compliance
- Situational awareness
- Stress management
- Content management
Timeline
Manager, Live Streaming Studio
MGM Resorts International
01.2025 - 06.2026
Customer Service Agent - Lead Trainer
Hallmark Aviation
11.2011 - 05.2014
Store Manager
KNOW1
11.2008 - 07.2017
Associate of Arts - Hospitality
Honolulu Community College