Subject: RE: UAE Updated escalation matrix for 3PL/OLM escalation management for Last Mile
From: Mohammad Shababe Quamar <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Date: Thu, 30 Sep 2021 08:28:50 +0000

Hi Team,

Please see the below updated escalation matrix.

Thanks,
Shababe Quamar

From: Gaurav Khemka <[email-masked]>
Sent: Thursday, September 30, 2021 11:44 AM
To: Escalations Dxbteam <[email-masked]>; Jessie Caparas <[email-masked]>; Mustehsan Siddiqui <[email-masked]>
Cc: Bhaskar Mandelia <[email-masked]>; Sanjana Suresh <[email-masked]>; Dipesh Regmi <[email-masked]>; Pawan Kaura <[email-masked]>; Peter Dsouza <[email-masked]>; Saumik Chakrabarti <[email-masked]>; Shatakshi Pandey <[email-masked]>
Subject: RE: UAE Updated escalation matrix for 3PL/OLM escalation management for Last Mile

Dear All,

Hope you are doing well.

Please ignore the earlier email and consider the updated separate escalation matrix of  OLM and 3PL  and limiting the escalation matrix to 3-4 Level.

As mentioned earlier, Going forward Ashish Karini and team will be going to support both OLM & 3PL related customer escalations resolutions.

  *   Dipesh Ragmi (CC in email) will be POC for any support required with respect to 3PL related escalations resolution with 3PL partners.
  *   However, There is no change in the OLM  escalation matrix for CS escalation perspective and it will be remain as it was earlier for Abu-Dhabi and Rest of Abu-Dhabi as mentioned below

UAE CS escalation resolution matrix:

Would request to you follow the below updated escalation matrix and cascade the information to relevant team members.

Escalations Matrix for OLM escalations
Escalation Level
Rest of Abu-Dhabi
Abu-Dhabi
Level 1
[email-masked]<mailto:[email-masked]>
[email-masked]
[email-masked]
<mailto:[email-masked][email-masked]%0b>
Level 2
[email-masked]
[email-masked]<mailto:[email-masked]>
[email-masked]
[email-masked]
<mailto:[email-masked]>
Level 3
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>
Level 4
[email-masked]<mailto:[email-masked]>
[email-masked]<mailto:[email-masked]>

Escalation Level
Escalations Matrix for 3PL Related escalation
Level 1
[email-masked]<mailto:[email-masked]>
Level 2
[email-masked]<mailto:[email-masked]>
Level 3
[email-masked]<mailto:[email-masked]>

Please do reach out to central team if any further support required for escalation resolutions.

Regards,
Gaurav Khemka

From: Gaurav Khemka
Sent: Sunday, 26 September 2021 5:59 PM
To: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Bhaskar Mandelia <[email-masked]<mailto:[email-masked]>>; Sanjana Suresh <[email-masked]<mailto:[email-masked]>>; Dipesh Regmi <[email-masked]<mailto:[email-masked]>>; Pawan Kaura <[email-masked]<mailto:[email-masked]>>; Peter Dsouza <[email-masked]<mailto:[email-masked]>>; Saumik Chakrabarti <[email-masked]<mailto:[email-masked]>>; Shatakshi Pandey <[email-masked]<mailto:[email-masked]>>
Subject: UAE Updated escalation matrix for 3PL/OLM escalation management for Last Mile

Dear All

Hope you are doing well.

Just wanted to share an update for POC change for UAE CS escalations management from Last Mile perspective.

Going forward Ashish Karini (cc'ed in the mail) will be going to be the POC for both 3PL & OLM related customer escalations . All UAE 3PL / OLM related customer escalations for both forward & reverse shipments should be directed to his team for resolution.

Would request to you follow the below escalation matrix and cascade the information to relevant team members.

Along with this, please loop in @Saumik Chakrabarti<mailto:[email-masked]> @Shatakshi Pandey<mailto:[email-masked]> wherein the escalations is not resolved as per agreed SLA.

UAE CS escalation resolution matrix
Name
Email ID
Phone Number
Escalation level
Dipesh Regmi
[email-masked]<mailto:[email-masked]>
+971 526246726
Level 1
Ashish Kumar
[email-masked]<mailto:[email-masked]>
+971 525585024
Level 2
Peter Dsouza
[email-masked]<mailto:[email-masked]>
+971 48094401
Level 3
Gaurav Khemka
[email-masked]<mailto:[email-masked]>
+ 971 561139073
Level  4
Bhaskar Mandelia
[email-masked]<mailto:[email-masked]>
+971 567789132
Level  5
Pawan Kaura
[email-masked]<mailto:[email-masked]>
+971 565154483
Level  6

Regards,
Gaurav Khemka
Manager - Last Mile Ecommerce Operations
Landmark Group
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