Khila Cuthbertson

• Proactively increase membership sales through targeted strategies, outreach, and community partnerships.
• Train, coach, and supervise staff to develop effective selling techniques, product knowledge, and high-performing teams.
• Enhance marketing efforts by managing social media content, local campaigns, and participation in community events.
• Consistently drive product and membership sales to meet or exceed monthly targets through upselling and exceptional customer service.
• Oversee daily studio operations, including session flow, scheduling, inventory management, and equipment maintenance.
• Implement strategies to resolve member concerns and improve retention, ensuring a positive and welcoming studio environment.
• Monitor key performance metrics, including sales, member attendance, and retention, and report results to ownership.

• Managed project submissions to Engineering, including plan sets, permitting, and HOA applications, ensuring timely approvals and smooth workflow transitions.
• Coordinated project schedules, site visits, inspections, and invoicing to maintain project progress and customer satisfaction.
• Provided exceptional customer service, offering product/service knowledge or routing inquiries to appropriate experts.
• Created, assigned, and tracked sales leads, jobs in progress, and service cases in Salesforce; generated usage reports for the Sales Department.
• Supported operational needs across departments, including troubleshooting cases, coordinating technician follow-ups, and assisting managers as required.

Notable Achievement:

• Earned QuickBooks Certification through professional training.

• Assisted the General Manager with scheduling for 14 managers, ensuring compliance with legal requirements, and managing supply orders and stock
• Printed, organized, and distributed multiple daily sales and cost reports for managerial sign-offs
• Managed accounts receivable and accounts payable, processing incoming payments and coding vendor invoices for payment
• Handled payroll for 179 employees weekly, tracking cost centers, hours, and tips, and making necessary adjustments in the system
• Oversaw cash processing, bank deposits, and maintained logs for gift cards, paid outs, and tax exemptions
• Served as the HR liaison, managing new hire onboarding, documentation, and orientation, and processing employee raises, incentives, and write-ups

**Notable Achievement:

• Increased office accuracy percentage from 84% to 94.96%

• Supervised and managed operations at the front counter, drive-thru, and dining room simultaneously
• Efficiently took, prepared, and packaged orders while ensuring employees remained on task and focused on achieving outstanding customer satisfaction
• Handled financial transactions, including counting cash drawers, verifying the change fund, and making cash drops
• Organized and maintained the stockroom