Subject: New Reply Received - RE: Possibly starting virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Tue, 15 Sep 2020 02:13:43 +0000

Hi Pritish Nandi,  The customer has responded to the ticket.  RE: Possibly starting virtual  Ticket comment <div class="WordSection1">
<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Tamika is no longer with them we need to correspond with only Christine…
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<div class="MsoNormal"><b><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>Carter Green | Customer Experience Manager</span></b></div>
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<div class="MsoNormal"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>[email-masked] | 202.439.7856</span></div>
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<a href="https://www.lesmills.com/us/clubs-and-facilities/recovery/" rel="noreferrer"><span style="color:windowtext;text-decoration:none"><img width="389" height="106" style="width:4.0468in;height:1.1041in" id="Picture_x0020_5" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM4MzcyODksImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.2MHR2c2Yfv2PK2iSns55iCNXOv7Uz8XablkGU7o0z9U"></span></a><span style='font-family:"Avenir LT Com 35 Light",sans-serif'></span>
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<a href="http://www.lesmills.com/" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>LesMills.com</span></a><span style='font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><a href="https://www.facebook.com/LesMillsUS" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>Facebook</span></a><span style='font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><a href="http://www.twitter.com/LesMillsUS" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>Twitter</span></a><span style='font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><a href="http://instagram.com/lesmillstribe" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>Instagram</span></a><span style='font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><a href="https://www.youtube.com/user/lesmillsgroupfitness" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>YouTube</span></a><span style='font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><a href="https://www.linkedin.com/company/les-mills-us-page" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>LinkedIn</span></a>
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<div>From: Les Mills International &lt;[email-masked]&gt;
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<b>Sent:</b> Monday, September 14, 2020 10:10 PM<br>
<b>To:</b> [email-masked]<br>
<b>Cc:</b> [email-masked]; Carter Green &lt;[email-masked]&gt;<br>
<b>Subject:</b> Re: RE: Possibly starting virtual</div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Christine,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Sorry for the delay in getting back to you.  If you need to reset your password, please <a href="https://uk.lesmillsvirtual.com/virtual/login" rel="noreferrer">click here</a> to access the Virtual
 Scheduler login page and click 'Reset Password', as below.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>You will then be taken to the page below to enter your username (<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>).</span></div>
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<b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>IMPORTANT: once your new Scheduler password has been created please update the password on your Virtual App via 'login with my new password' as below, to maintain
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Let me know how you get on.</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Thanks</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Charlotte</span></div>
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Ticket: <a href="https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3936" rel="noreferrer">
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3936</a></span></div>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Tue, 15 Sep at 2:25 PM
<span class="separator">, Christine &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Going ahead and looping in the Helpdesk here to ensure quick action.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Thanks,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Carter
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<b><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Carter Green | Customer Experience Manager</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> | 202.439.7856</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<a href="https://www.lesmills.com/us/clubs-and-facilities/recovery/" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:windowtext;text-decoration:none'><img width="389" height="106" style="width:4.052in;height:1.1041in" id="_x0000_i1036" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM4MzYyNDUsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.yuZpjzJEBu1HCMxeNwXkfFpvSlg9yws-Yjul-0nnolo"></span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="http://www.lesmills.com/" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>LesMills.com</span></a></span><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="https://www.facebook.com/LesMillsUS" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>Facebook</span></a></span><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="http://www.twitter.com/LesMillsUS" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>Twitter</span></a></span><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="http://instagram.com/lesmillstribe" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>Instagram</span></a></span><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="https://www.youtube.com/user/lesmillsgroupfitness" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>YouTube</span></a></span><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="https://www.linkedin.com/company/les-mills-us-page" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>LinkedIn</span></a>
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<b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> christine equalizefitness.com &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Monday, September 14, 2020 9:08 PM<br>
<b>To:</b> Carter Green &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> John Ryan &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Possibly starting virtual</span>
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<span style='font-size:12.0pt;font-family:"Helvetica Neue";color:black'>Carter,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:12.0pt;font-family:"Helvetica Neue";color:black'>I did not receive a confirmation email the first time, or this time. However, I was re-directed to the same thank you message. To be honest, the form doesn't even ask
 for the name of the gym, but of course my email address would indicate the name of the gym.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:12.0pt;font-family:"Helvetica Neue";color:black'>Thank you, and please let me know if there is anything I can do to help expedite the process.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:12.0pt;font-family:"Helvetica Neue";color:black'>Christine</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'>From:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'> Carter Green &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Monday, September 14, 2020 9:01 PM<br>
<b>To:</b> christine equalizefitness.com &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> John Ryan &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> RE: Possibly starting virtual</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Hi Christine,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Did you get a confirmation email?  Not sure what happened and could be an issue on our end.  I went to the head of the help-desk to make sure we resolve this. 
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Thanks for your patience we will get this taken care of.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Carter Green | Customer Experience Manager</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'><a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a> | 202.439.7856</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> christine equalizefitness.com &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Monday, September 14, 2020 8:57 PM<br>
<b>To:</b> Carter Green &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> John Ryan &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Possibly starting virtual</span>
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<span style='font-size:12.0pt;font-family:"Helvetica Neue";color:black'>thank you for reaching out. I filled that form out right away Friday morning after you sent the link, and even received a pop-up thank you message after I completed
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<span style='font-size:12.0pt;font-family:"Helvetica Neue";color:black'>Thank you,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'>From:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'> Carter Green &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Monday, September 14, 2020 7:25 PM<br>
<b>To:</b> John Ryan &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> christine equalizefitness.com &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Possibly starting virtual</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Christine for some reason the help desk doesn’t have any record of a ticket from Equalize- can you please fill this out when you have a min:  </span></div>
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<b><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'>From:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:black'> John Ryan &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Sent:</b> Monday, September 14, 2020 10:32:56 AM<br>
<b>To:</b> Carter Green &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Possibly starting virtual</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Mon, Sep 14, 2020 at 9:01 AM Carter Green &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:</span></div>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>I sent it to Christine and I believe we are just waiting to hear back from the virtual help desk to get in.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Carter Green | Customer Experience Manager</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a> | 202.439.7856</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<a href="https://www.lesmills.com/us/clubs-and-facilities/recovery/" target="_blank" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:windowtext;text-decoration:none'><img width="389" height="106" style="width:4.052in;height:1.1041in" id="_x0000_i1034" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM4MzYyNDcsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.Ot-K6ZCI2P8WYOG6d2RIiEG3szHE5zv2Se4yIpbuVlo"></span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> John Ryan &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Monday, September 14, 2020 8:59 AM<br>
<b>To:</b> Carter Green &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Re: Possibly starting virtual</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>On Fri, Sep 11, 2020 at 10:36 AM Carter Green &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; wrote:</span></div>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Hi John,</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Great news and as you know I think virtual will be an important weapon for you next 6+ months.  Only you would have the passwords…  Please fill out this form
 for any support needed with virtual.</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer"><span style="text-decoration:none">@&lt;christine</span></a> please let me know if I can assist in
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Carter</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<b><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'>Carter Green | Customer Experience Manager</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'><a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a> | 202.439.7856</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<a href="https://www.lesmills.com/us/clubs-and-facilities/recovery/" target="_blank" rel="noreferrer"><span style='font-size:10.0pt;font-family:"Helvetica Neue";color:windowtext;text-decoration:none'><img width="389" height="106" style="width:4.052in;height:1.1041in" id="_x0000_i1033" src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MzYwNzM4MzYyNDgsImRvbWFpbiI6Imxlc21pbGxzdmlydHVhbGFwcC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6ODU5Mzg3fQ.hDceV45CcZ4NyE_3jRRMnBYKBiRWgIcMpYRX5A4802I"></span></a><span style='font-size:10.0pt;font-family:"Helvetica Neue"'></span>
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<span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="http://www.lesmills.com/" target="_blank" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>LesMills.com</span></a></span><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="https://www.facebook.com/LesMillsUS" target="_blank" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>Facebook</span></a></span><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="http://www.twitter.com/LesMillsUS" target="_blank" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>Twitter</span></a></span><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="http://instagram.com/lesmillstribe" target="_blank" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>Instagram</span></a></span><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="https://www.youtube.com/user/lesmillsgroupfitness" target="_blank" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>YouTube</span></a></span><span style='font-size:10.0pt;font-family:"Avenir LT Com 35 Light",sans-serif'> | </span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'><a href="https://www.linkedin.com/company/les-mills-us-page" target="_blank" rel="noreferrer"><span style='font-family:"Avenir LT Com 35 Light",sans-serif'>LinkedIn</span></a>
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<b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>From:</span></b><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> John Ryan &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;
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<b>Sent:</b> Friday, September 11, 2020 8:43 AM<br>
<b>To:</b> Carter Green &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Cc:</b> &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt;<br>
<b>Subject:</b> Possibly starting virtual</span>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>Hi Carter,</span></div>
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<div class="MsoNormal"><span style='font-size:10.0pt;font-family:"Helvetica Neue"'> Our GFM is currently not with us, could you share all of the passwords and operational information for the virtual systems. I have cc'd my AGM, she will have some questions for
 you.</span></div>
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<span style='font-size:1.0pt;font-family:"fdtktid",serif;color:white'>3936:859387</span><span style='font-size:10.0pt;font-family:"Helvetica Neue"'>
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</blockquote></div>  https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/3936