Subject: Re: Challenges with LSM team
From: Shakeeb Arsalan <[email-masked]>
To: Yahia Taha <[email-masked]>
Cc: Hasan Razakhan <[email-masked]>, Saurabh Dadu <[email-masked]>, Deepak Devasia <[email-masked]>
Date: Tue, 10 Aug 2021 11:19:29 -0700 (MST)

Hi Yahia, 

Thanks for sharing the MOM with us. 

Will be checking with the team regarding the Ageing tickets and will let you know the reason of the pendency ASAP. 

Also will take care of the sample of Wrong actioned tickets and will have these agents coached & discuss further in tomorrow's meeting. 

Please schedule the meeting between 1PM - 7PM UAE time so my colleague Ataullah can join as he is taking care of the floor support at the moment. 

Regards 
Shakeeb 

From: "Yahia Taha" <[email-masked]> 
To: "Hasan Razakhan" <[email-masked]>, "Saurabh Dadu" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]> 
Cc: "Deepak Devasia" <[email-masked]> 
Sent: Tuesday, August 10, 2021 8:51:05 PM 
Subject: RE: Challenges with LSM team 

Dear all, 

Thanks for attending the meeting below are the MOM points. 

[ mailto:[email-masked] | @Shakeeb Arsalan ] please check attached few examples for the point of process awareness, will share more during our call. 

	

Point 	

Owner 	

Details 	

Deadline 

Ageing open tickets 	

Shakeeb 	

Shakeeb to check with team the cause of ageing open tickets and revert with any support require to close 	

Tomorrow 

Process awareness 	

Yahia 	

Yahia to share some examples to check with the team and get it fixed 	

Done 

Communication 	

Shakeeb\Yahia 	

Need to have daily 15 minutes meeting to share the feedback and challenges 	

From tomorrow 

Nationalization status 	

Saurabh 	

As confirmed by Saurabh by 16th August will be 100 % in KSA and back office from India 	

16-Aug 

Best Regards 

Yahia Taha 

Customer Care Team Leader - Home box 

800-1110888 

Ext: 3457 

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia 

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From: Yahia Taha 
Sent: Monday, August 9, 2021 12:42 PM 
To: Hasan Razakhan <[email-masked]> 
Subject: Challenges with LSM team 

Dear Hasan, 

This is to bring to your kind notice that I’m facing some challenges with LSM team and the same is impacting our performance negatively. 

    1. Communication issue, after Niren left I’m not able to reach Shakeeb or Alan to have weekly catch-up meeting 
    2. High volume of ageing tickets beyond 10 days as of yesterday’s report we have 138 what’s app tickets 67 Emails and 10 Facebook. 
    3. Based on dealing with the tickets from LSM side it seems there is process awareness issue with them. 

Best Regards 

Yahia Taha 

Customer Care Team Leader - Home box 

800-1110888 

Ext: 3457 

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0 | www.homeboxstores.com ] | [ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0 | www.landmarkgroup.com ] 

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