Subject: Re: Update - Hiring & Training LSM
From: Saurabh Dadu <[email-masked]>
To: Jessie Caparas <[email-masked]>, Urvika Chaudhary <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Date: Mon, 18 Nov 2019 09:44:46 +0000

Dear Jessie,

Please see the attached updated sheet. You will notice that most of the cases in the back-log sheet are already in the escalations list at https://docs.google.com/spreadsheets/d/1JmyBgey9p5Zjm6f6WmpHwqiObOqzANbqZmnPcrsoaks/edit?usp=sharing

There are 36 cases, which are not in the Google sheet, which my colleagues will update today. In most of these 36 cases, we are already taking your assistance in closing them.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Jessie Caparas <[email-masked]>
Sent: 18 November 2019 12:36 PM
To: Saurabh Dadu <[email-masked]>; Urvika Chaudhary <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Seeta Seeta <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Subject: RE: Update - Hiring & Training LSM

Hi All,

We see very slow progress in resolving the back logs.

Check the notes I added for the ticket in September.

For October back logs – make sure you let us know the challenges for us to help. In less than 2 days, WWS will start and we need the back logs cleared asap.

MONTH

TICKETS

September

7

October

90

November

1437

The below agents have a high ticket count. Please let them clear these asap.

AGENT

TICKETS

Shakeeb Arsalan

163

nitesh singh

105

Hamada Ali

102

Fauzan Musalman

86

Syed Ataullah

81

Mohammad Tawfik Ali Naji Musaed

73

Abdel Moneim

71

Adheesh Krishna Awasthi

70

Rehan Khan

69

Sharf Ali Mohammed Alkebsi

69

Manish Kumar

67

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Jessie Caparas
Sent: Sunday, November 17, 2019 11:35 AM
To: 'Saurabh Dadu' <[email-masked]>; 'Urvika Chaudhary' <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Seeta Seeta <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Subject: RE: Update - Hiring & Training LSM
Importance: High

Hi All,

We see that tickets from September has not been resolved yet.

Please get these checked asap and let us know what are the challenges in getting 7 tickets closed.

Also, make sure we action/resolve all tickets from October. We only have 103 tickets left.

Do share as well the action plan and target of each agent as discussed last week – we still didn’t get any revert on this.

Push the agents as well to action/resolve their tickets. The following agents have the highest number of ticket count as of today.

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Jessie Caparas
Sent: Thursday, November 14, 2019 12:39 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Subject: RE: Update - Hiring & Training LSM
Importance: High

Hi Saurabh,

I am available now to discuss this with you.

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Saurabh Dadu [mailto:[email-masked]]
Sent: Wednesday, November 13, 2019 11:42 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Subject: Re: Update - Hiring & Training LSM

External email sender, please take precaution.

Hi Jessie,

I've done some analysis on productivity data of new hires vs. tenured agents, agents on chats vs. emails. I am happy to discuss my findings to be able to assist you in planning for the upcoming season.

Please let me know your availability.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: 13 November 2019 2:00 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Subject: RE: Update - Hiring & Training LSM

Hi All,

The email count has increased and progress is really slow in responding/resolving tickets.

MONTH

TICKETS

September

7

October

188

November

2357

AGENT

TICKET COUNT

Abdel Moneim

102

Abdelkrim karim Allel

84

Adheesh Krishna Awasthi

117

Algaili Abdelbagee Ahmed

119

Ammar Ali

71

Asjad Hussain

85

Eyad Abdullah

125

Ezzaldeen Mahyoub

120

Fauzan Musalman

109

Hamada Ali

129

Hameed Moojid

64

Inamuddin inamuddin

109

Mahdi Basheer Hasan

70

Manish Kumar

96

Mohammad Tawfik Ali Naji Musaed

93

Musaab Hussein Al- Anesi

74

nitesh singh

72

Noor Alkatib

133

Shakeeb Arsalan

93

Sharf Ali Mohammed Alkebsi

67

Shivani Rani

79

2011

As discussed, do share with us the action plan and the target of each agent.

We want to have a clear picture of each agents target and understand how this is helping our tickets and SLA.

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Jessie Caparas
Sent: Tuesday, November 12, 2019 1:06 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Subject: RE: Update - Hiring & Training LSM
Importance: High

Hi Saurabh,

Thanks – will wait for that by today.

It’s good that the team are able to clear the backlogs for September and October – they are getting reduced and hope to have these cleared before the end of the week.

MONTH

TICKETS

SEPTEMBER

12

OCTOBER

202

NOVEMBER

1960

Find the below agents with a high number of ticket count.

AGENT

TICKET COUNT

Abdel Moneim

99

Ammar Ali

81

Apoorv Joshi

77

Ezzaldeen Mahyoub

114

Fauzan Musalman

97

Hamada Ali

75

M.D Ataullah

80

Mohammad shafeeque

78

nitesh singh

106

Noor Alkatib

127

Shakeeb Arsalan

87

Sharf Ali Mohammed Alkebsi

72

Shivani Rani

77

GRAND TOTAL

1170

Let them go through these and action as much as they can.

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Saurabh Dadu [mailto:[email-masked]]
Sent: Tuesday, November 12, 2019 12:43 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Subject: Re: Update - Hiring & Training LSM

External email sender, please take precaution.

Hi Jessie,

Thanks for your email. This is first thing we addressed with the team today. I will send you a more comprehensive answer shortly.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: 12 November 2019 2:10 PM
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Subject: RE: Update - Hiring & Training LSM

Hi Urvika,

Can you please help me understand the following:

Total # of Email Agents:

Total # of Chat Agents:

Target for each agent not on OJT:

The reason I asked is providing we have 20 agents which are no longer on OJT, our ticket count is not going down – instead it’s increasing daily.

Thank you and Kind Regards,

Jessie Caparas

Email: [email-masked]<mailto:[email-masked]>

T: +97145172087

From: Urvika Chaudhary [mailto:[email-masked]]
Sent: Monday, November 11, 2019 3:21 PM
To: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: saurabh <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Subject: Re: Update - Hiring & Training LSM

External email sender, please take precaution.

Hi Team,

Please find below the required details:

Total # of Agents: 32
Agents on OJT: 6

Agents in Training Room: 7

Agents Live on Floor: 26

Number of Agents to be hired: 0

Urvika Chaudhary
Training Manager

________________________________

Cherry E-Commerce Services Pvt. Ltd.
[email-masked]<mailto:[email-masked]>

www.livesalesman.com<http://www.livesalesman.com/>

________________________________

From: "saurabh" <[email-masked]<mailto:[email-masked]>>
To: "Urvika Chaudhary" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, November 11, 2019 4:25:52 PM
Subject: FW: Update - Hiring & Training LSM

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: 11 November 2019 3:14 PM
To: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: Re: Update - Hiring & Training LSM

Hi Mustehsan,

We have confusion on your format. Urvika will send you the following data:

Total # of Agents:
Agents on OJT:

Agents in Training Room:

Agents Live on Floor:

Number of Agents to be hired:

Kind regards,

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Saurabh Dadu
Sent: 06 November 2019 2:11 PM
To: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Subject: Re: Update - Hiring & Training LSM

Will do

Regards,

Saurabh Dadu

LiveSalesman

On 06-Nov-2019, at 2:10 PM, Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>> wrote:

Hi Saurabh,

Can you share the details around hiring & training plan in the below format:

Voice/ Non Voice

# of Agents

# of Existing Agents

# of New Agents Hired

# of New Agents to be Hired

# of Agents Trained

Training plan for Remaining Agents

Non Voice - India

Regards,

Mustehsan Siddiqui

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<http://www.landmarkgroup.com>

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com