Masheria Wilk

• Provide gracious and efficient telephone service as it relates to general inquiries, taking, recording, and

relaying messages accurately, completely and legibly

• Provide solutions to simple issues with guests and staff.

• Help maintain Breakthrough Youth Network staff files, certifications, etc.

• Manage facility inquiries, rental contracts, invoice, payments, and logistics

• Assist with rental needs including set-up, clean-up, and event management

• Help with the upkeep and cleanliness of the FamilyPlex

• Work with receptionist and operations staff to ensure the facility is adequately resourced by

ordering/receiving general supplies and maintaining current inventory

• Assist with ordering, care, maintenance, and utilization of office equipment

• Manage inventory, cash collection/deposit for the vending machine

• Manage submission of work requests for facility repair and maintenance needs

• Provide support for special projects and events as needed

• Administer Petty Cash and purchase requests for Breakthrough Youth Network

• Manage purchasing and expense reports for Breakthrough Youth Network

• Assist fitness center members through the enrollment process as needed

• Maintain and FamilyPlex space and event calendar

• Coordinate the maintenance of vehicles, ensuring compliance and upkeep

• Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
• Streamlined support processes for increased efficiency and reduced response times.
• Developed strong relationships with clients, resulting in repeat business and positive feedback.
• Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
• Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
• Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
• Monitored performance metrics regularly, identifying trends that indicated opportunities for process improvements or additional training needs within the team.

• Assist customers with payment loan options and completed due date adjustments on customer loan agreements.
• Provide administrative support to senior team members.
• Aid customers with the online application process and understanding loan agreements.
• Responsible for training new hire classes as a Partner In Learning to ensure they learned all protocols and procedures of the company
• Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Responsible for proactively reordering store supplies and food products.
• Assisted cashiers and cooks as customer demand increased.
• Managed a staff of 4 ensuring maximum daily productivity while logging daily stats and inventory.
• Trained and mentored new employees to maximize team performance.
• Exercised composure under pressure and in escalated customer service scenarios.

• Managed inventory control, cash control, and store opening and closing procedures.
• Responsible for entering and managing data for daily budget and weekly/monthly sales goals.
• Tasked with accuracy of daily audits for cash drawers.
• Ensured that all prices were accurate and that all store displays met corporate standards.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.