Subject: Re: Desk Open Tickets Mar 13ksa (2)
From: Niren Dsouza <[email-masked]>
To: Yahia Taha <[email-masked]>
Cc: deepak devasia <[email-masked]>, Rozan Abdelraziq <[email-masked]>, Hasan Razakhan <[email-masked]>, Nada Hattar <[email-masked]>, Muralidharan Gunjur <[email-masked]>, Baraa Abukhadra <[email-masked]>, Ramesh Gottimukkala <[email-masked]>, saurabh <[email-masked]>
Date: Mon, 15 Mar 2021 00:49:30 -0700 (MST)

Hi Yahia, 

Thanks and noted. 
We will have them actioned within 24 hours. 

Niren D'Souza 
Team Manager 
[email-masked] 

From: "Yahia Taha" <[email-masked]> 
To: "deepak devasia" <[email-masked]>, "Niren Dsouza" <[email-masked]>, "Rozan Abdelraziq" <[email-masked]> 
Cc: "Hasan Razakhan" <[email-masked]>, "Nada Hattar" <[email-masked]>, "Muralidharan Gunjur" <[email-masked]>, "Baraa Abukhadra" <[email-masked]>, "Ramesh Gottimukkala" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Sunday, March 14, 2021 7:30:58 PM 
Subject: RE: Desk Open Tickets Mar 13ksa (2) 

Dear Sir, 

We have 250 open ticket beyond 4 days as below: 

    1. 104 status waiting on customer (42% )(this need to check and close immediately since no response from customer ) 
    2. 83 status waiting on third party Aramex , shipa and LMG (33%) ( some of them not directed properly to courier ) 
    3. 63 status open with no follow up to close from LSM team (25% ). 

[ mailto:[email-masked] | @Niren HB LSM Dsouza ] 64 % of these tickets pending with your team only could you please check and get them closed by tomorrow EOD . 

[ mailto:[email-masked] | @Rozan Abdelraziq ] please check tickets pending with your team and get them closed asap, please call me for any support. 

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 ] 

From: Deepak Devasia <[email-masked]> 
Sent: Sunday, March 14, 2021 8:45 AM 
To: Yahia Taha <[email-masked]>; Ramesh Gottimukkala <[email-masked]> 
Cc: Hasan Razakhan <[email-masked]>; Nada Hattar <[email-masked]>; Muralidharan Gunjur <[email-masked]>; Baraa Abukhadra <[email-masked]> 
Subject: RE: Desk Open Tickets Mar 13ksa (2) 
Importance: High 

Hi Yahia / Ramesh, 

Can you please look into. Why do we have so many tickets ageing beyond 4 days. Ideally we should not be having anything beyond 2 days. 

Regards, 

Deepak 

From: Nada Hattar < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Saturday, March 13, 2021 5:28 PM 
To: Hasan Razakhan < [ mailto:[email-masked] | [email-masked] ] >; Shibu John < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Hameed Mohammad Fasi < [ mailto:[email-masked] | [email-masked] ] >; Ramesh Gottimukkala < [ mailto:[email-masked] | [email-masked] ] >; Yahia Taha < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Baraa Abukhadra < [ mailto:[email-masked] | [email-masked] ] >; Layan Shehadeh < [ mailto:[email-masked] | [email-masked] ] >; Karim Asklany < [ mailto:[email-masked] | [email-masked] ] >; Deepak Devasia < [ mailto:[email-masked] | [email-masked] ] >; Nour Hanayneh < [ mailto:[email-masked] | [email-masked] ] >; Rozan Abdelraziq < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Desk Open Tickets Mar 13ksa (2) 

External email sender, please take precaution. 

Team, 

Hope this email finds you well. 

In the attachment is the required Fresh Desk open tickets report, kindly check and do the needful. 

	

Count of ageing 	

Column Labels 	

	

	

	

Row Labels 	

0-2 Day 	

3-4 Days 	

5-6 Days 	

7-10 days 	

11-15 days 	

+15days 	

Grand Total 

	

226 	

166 	

58 	

49 	

17 	

13 	

529 

ARAMEX 	

11 	

7 	

13 	

11 	

1 	

12 	

55 

LMG INTERNAL TEAM 	

2 	

3 	

4 	

1 	

2 	

12 

SHIPA 	

5 	

3 	

1 	

1 	

	

10 

WAREHOUSE 	

3 	

5 	

5 	

2 	

1 	

1 	

17 

Grand Total 	

247 	

184 	

81 	

63 	

20 	

28 	

623 

	

Count of ageing 	

Column Labels 	

	

	

	

Row Labels 	

0-2 Day 	

3-4 Days 	

5-6 Days 	

7-10 days 	

11-15 days 	

+15days 	

Grand Total 

Crystel HomeBox KSA Team 	

44 	

34 	

29 	

17 	

2 	

16 	

142 

Layan Shehadeh 	

2 	

2 	

	

	

4 

[ mailto:[email-masked] | [email-masked] ] usama duafi 	

1 	

	

	

1 

nada hattar 	

1 	

	

	

1 

osama.idiabieh mohammad idiabieh 	

1 	

	

	

1 

Rozan hani Abdelraziq 	

40 	

31 	

29 	

17 	

2 	

16 	

135 

HomeBox KSA 	

203 	

150 	

52 	

46 	

18 	

12 	

481 

Ahmed Mohmmed Bahjat 	

1 	

1 	

1 	

	

3 

Alka Pandey 	

2 	

14 	

3 	

10 	

4 	

33 

Amir Aziz 	

3 	

1 	

11 	

3 	

3 	

4 	

25 

Ibrahem Mahmoud 	

10 	

4 	

	

	

14 

Mohammed Atiah 	

	

5 	

1 	

2 	

8 

Mohd Adeel Akhter 	

6 	

14 	

22 	

34 	

4 	

2 	

82 

Mustehsan Siddiqui 	

5 	

1 	

	

6 

Niren Dsouza 	

30 	

108 	

	

	

138 

No Agent 	

148 	

2 	

	

150 

Rozan hani Abdelraziq 	

3 	

17 	

2 	

	

22 

Grand Total 	

247 	

184 	

81 	

63 	

20 	

28 	

623 

	

Row Labels 	

Count of Source 

Chat 	

13 

Email 	

28 

Facebook 	

5 

Outbound Email 	

31 

Phone 	

133 

Portal 	

413 

Grand Total 	

623 

	

Ticket Number 	

Customer Issue 	

Pending with 	

Escalated to 

2093055 	

refund 	

WAREHOUSE 	

	

2098582 	

late collection 	

courier 	

aramix 

2093362 	

late collection 	

courier 	

aramix 

2105836 	

late collection 	

courier 	

aramix 

2119207 	

late collection 	

courier 	

aramix 

2135369 	

late collection wrong item delivered 	

courier 	

lmg 

2179158 	

late collection 	

courier 	

aramix 

2139961 	

late collection 	

courier 	

aramix 

2166246 	

missing part 	

WAREHOUSE 	

	

2141235 	

late collection 	

courier 	

aramix 

2141557 	

late collection 	

courier 	

aramix 

2146278 	

late collection 	

courier 	

aramix 

2145572 	

extra item 	

courier 	

aramix 

2147610 	

late collection 	

courier 	

aramix 

2149520 	

late collection 	

courier 	

aramix 

2155167 	

late collection 	

courier 	

lmg 

2188688 	

late collection 	

courier 	

aramix 

2198956 	

late collection 	

courier 	

aramix 

2188419 	

missing part 	

courier 	

aramix 

2153554 	

missing part 	

WAREHOUSE 	

	

2199377 	

missing part 	

courier 	

aramix 

2197192 	

missing part 	

WAREHOUSE 	

	

2196472 	

late collection 	

courier 	

aramix 

2197957 	

late collection 	

courier 	

aramix 

2198859 	

late collection 	

courier 	

aramix 

2203943 	

late delivery 	

courier 	

lmg 

2203836 	

late collection 	

courier 	

aramix 

2202434 	

late collection 	

courier 	

lmg 

2188828 	

late delivery 	

courier 	

shipa 

2188857 	

c&c / CANCEL ORDER 	

STORE 	

	

2198859 	

late delivery 	

courier 	

aramix 

2190706 	

late collection 	

courier 	

aramix 

2199392 	

missing part 	

courier 	

aramix 

2203791 	

missing part 	

courier 	

lmg 

Best Regards, 

Nada Hattar 

T: + 962 6 500 1333 

F: +962 6 500 1334 

E: [ mailto:[email-masked] | [email-masked] ] 

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