Customer Service Representative / CSR - Team Lead

● Blended Account: Live Calls, Live Chats and Email Support. ● Creating/Managing account and activating membership subscriptions, updating profile and other profile or subscription related tasks. ● Troubleshooting Peloton equipments, placing requests for Service Technicians, parts replacements and swaps. ● Order related concerns such as delayed orders, rescheduling, cancellation, damage claims (COI) Certificate of Insurance and other order related tasks. ● Apparel related concerns such as order tracking, replacements/damage, refunds, exchanges, gift cards, discount codes and apparel promotions. ● Order promotions, membership benefit claims, referrals, price adjustments and order placing. ● Trusted associate of Membership and Apparel LOB. SME for 3 membership waves and was also able to shadow with AU Membership LOB. Fortunately, I got promoted to Temp. Team Lead position ● Use of GDS to Book/Cancel/Modify flight bookings. ● Hotel booking/reservations and car rentals. ● Provide alternatives and research resolution, contacting necessary departments or hotel front desks and respond to customers by phone or email follow up. ● Kept customer and system account information accurate and current to support timely resolutions for concerns. ● Assembled and issued tickets, travel insurance policies and itineraries. ● Maintained knowledge of current promotions or plans, basic troubleshooting, payment policies, security practices, phone insurance claims. ● Assisted customers with making payments or establishing payment plans to bring accounts current ● De-escalate and winback, maintaining calm, friendly demeanor. ● Fielded customer complaints and queries, fast-tracking them for problem resolution. ● Upheld quality control policies and procedures to increase customer satisfaction. ● Trusted associate for Billing and Care LOB.