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Michelle Shannep

About

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Edmond, Oklahoma, United States

Timeline

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Résumé

Jobs verified_user 0% verified
  • H
    Front of House (FOH) Food & Beverage Manager
    Harrah's Oklahoma | Caesars Entertainment
    Dec 2025 - Current (11 months)
    • Selected as a member of the opening leadership team responsible for launching Harrah's Oklahoma and establishing operational standards, service expectations, and a high-touch guest experience from opening day.
    • Recruited, interviewed, hired, onboarded, and trained the full opening Front of House Food & Beverage team, creating a service culture centered on accountability, teamwork, and Four Diamond hospitality.
    • Direct front-of-house food and beverage operations while leading, coaching, and developing 50+ team members across multiple venues.
    • Authored Food & Beverage policies, procedures, and SOPs; partnered with Caesars Entertainment Corporate to review and secure approval before submitting documentation to the Sac & Fox
  • Aetna
    Remote Customer Service Representative
    Aetna
    Sep 2024 - Nov 2025 (1 year 3 months)
    • Delivered remote customer support while assisting members with complex healthcare benefit and service inquiries.
    • Built customer confidence through active listening, empathy, consultative problem-solving, and clear communication.
    • Navigated multiple systems while maintaining accuracy, compliance, and timely resolution in a remote environment.
  • Pechanga Resort Casino
    Assistant Food & Beverage Manager
    Pechanga Resort Casino
    Sep 2022 - Aug 2024 (2 years)
    • Directed daily operations and leadership for 100+ team members within a premier Four Diamond resort and casino environment.
    • Developed supervisors and frontline leaders through coaching, mentoring, performance management, and leadership development.
    • Built lasting relationships with VIP guests by anticipating needs and delivering personalized luxury hospitality experiences.
    • Partnered with executive leadership to improve operational efficiency, service consistency, labor performance, and guest satisfaction across multiple venues.
    • Led service recovery efforts that transformed challenging guest situations into opportunities to strengthen loyalty and brand trust.
  • B
    Bartender/Server
    Jun 2020 - Aug 2023 (3 years 3 months)
    Servicing guests with food & drink
  • P
    Jewelry sales consultant
    Park Lane Jewelry
    Dec 2018 - Current (7 years 11 months)
    Sales and marketing
  • Uhaul
    Storage Manager
    Uhaul
    Aug 2018 - Mar 2020 (1 year 8 months)
    Calling for debts and new storage units
  • H
    Cocktail Server
    Harrhas’s Southern California
    Jan 2007 - Mar 2014 (7 years 3 months)
    Servicing guests on casino floor
  • C
    Call center rep for ADT
    May 2003 - Current (23 years 6 months)
    Outbound calls for ADT
Projects (professional or personal) verified_user 0% verified
  • P
    Personal
    Jul 2025 - Sep 2025 (3 months)
    Courseva