SUTHERLAND
In 2017, I joined Sutherland as a Customer Service Representative for Beachbody, an online fitness and wellness company serving customers in the United States, Canada, and the United Kingdom. My role involved handling calls and emails, assisting customers with subscription management, product inquiries, order fulfillment, billing concerns, and troubleshooting digital fitness platforms.
One of my key responsibilities was managing Beachbody On Demand (BOD) subscriptions, a digital platform that provided access to fitness programs and nutrition plans. Customers often faced log-in issues, billing disputes, or technical difficulties streaming workouts. I provided step-by-step guidance to resolve these issues and ensured customers could access their content seamlessly.
In addition to technical support, I handled product-related inquiries, assisting customers with workout program recommendations, Shakeology nutrition products, and fitness equipment purchases. Many customers sought guidance on choosing the right fitness plan, so I developed expertise in Beachbody’s offerings to provide personalized recommendations that aligned with their goals.
Billing and order fulfillment were also critical aspects of my role. Customers frequently inquired about charges, refunds, delayed shipments, and promotional discounts. I processed refunds when necessary, tracked shipments, and explained billing cycles to prevent future confusion. Managing escalated billing disputes required strong problem-solving skills and the ability to communicate effectively with frustrated customers.
As I gained experience, I took on temporary roles as a Quality Analyst (QA) and Subject Matter Expert (SME) for new hires. As a QA, I evaluated call and email interactions, providing feedback to agents to improve service quality. As an SME, I assisted in coaching new hires, answering their questions, and ensuring they followed best practices. These leadership roles allowed me to refine my training, mentoring, and process improvement skills.
Working at Sutherland for over five years was a defining period in my career. It strengthened my expertise in customer service, problem resolution, and process optimization. I ultimately left in 2020 due to relocation and financial challenges, but this experience gave me a strong foundation in handling diverse customer needs, multitasking efficiently, and delivering high-quality support in a fast-paced environment.