Subject: Fwd: LSM Team Emails
From: Rosette Modiri <[email-masked]>
To: Urvika Chaudhary <[email-masked]>
Date: Tue, 7 Jul 2020 03:15:25 -0700 (MST)

From: "Mona Ataya" <[email-masked]> 
To: "Gerard Saatdjian" <[email-masked]>, [email-masked], "Rosette Modiri" <[email-masked]> 
Cc: "Asad" <[email-masked]>, "Rodina Magdy" <[email-masked]> 
Sent: Tuesday, 7 July, 2020 14:38:59 
Subject: RE: LSM Team Emails 

Dear Urvika and Rosette 

I hope you are well. Today I received the performance of the agents and unfortunately I was very surprised to see that the performance is still siginificantly below our basic SLA’s Why? 

If agents are not performing they need to be removed and replaced or retrained. It has been consistent that all agents with the exception of Mohammad Obeido and dipayan are performing below basic slas’. 

BASIC REQUIRED SLA’s 

Chats – minimum 90 -100 chats per day at a min 85% satisfaction rating 

Emails – minimum 80-100 emails per day 

Anything below the above basic SLA’s cannot be accepted. 

Please let us know why these agents have been allowed to continue with such low ratings and why the trainer is not jumping in to fix. 

Khalid needs to be removed IMMEDIATELY from chat and retrained as not only is he abandoning many chats but worse he has the highest dissatisfaction rating since the history of mumzworld. Ahmed Daher also needs retraining and close monitoring to improve ratings. All email agents not performing 

Asad – KHALID AND AHMED replaced today with mumzworld staff and trained immediately again and given one final chance. Has anyone looked at their chat transcripts?? Why is there no intervention here? 

Also all email agents work has to be checked today and ensufe that they are PROPERLY solving customer problems. Min emails have to be answered daily to quality a full day work 

From: Gerard Saatdjian < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, July 7, 2020 12:30 PM 
To: Mona Ataya < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Asad < [ mailto:[email-masked] | [email-masked] ] >; Rodina Magdy < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: LSM Team Emails 

Dear Mona, 

Adding to the below, 

[ mailto:[email-masked] | [email-masked] ] is their team/account manager 

[ mailto:[email-masked] | [email-masked] ] is the trainer. 

Regards, 

Gerard Saatdjian 
Head of HR 

P +971 4 245 1334 E [ mailto:[email-masked] | [email-masked] ] 

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE 

[ https://www.instagram.com/mumzworldcom/ ] [ https://www.facebook.com/mumzworld ] [ https://www.youtube.com/user/MumZworld ] [ https://www.snapchat.com/add/mumzworld.com ] [ https://twitter.com/mumzworld ] 

[ https://www.mumzworld.com/en/ ] 

[ https://www.mumzworld.com/en/media-and-press ] 

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From: Rodina Magdy < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, July 7, 2020 12:25 PM 
To: Mona Ataya < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Gerard Saatdjian < [ mailto:[email-masked] | [email-masked] ] >; Asad < [ mailto:[email-masked] | [email-masked] ] > 
Subject: LSM Team Emails 

Hi Mona, 

Good afternoon. 

Kindly check the below email IDs for the LSM team. 

Name 	

Email ID 	

Channel 

Ashutosh Yadav 	

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

Emails 

Atul Mishra 	

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

Emails 

Ankit Malhotra 	

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

Emails 

Tijo Thomas 	

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

Emails 

Mohamed Obiedo 	

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

Chats 

Dipayan Banerjee 	

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

Chats 

Ahmed Daher 	

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

Chats 

-- 

Best Regards, 

Rodina Salem 

CS Leader 

P +20 100 888 3893 E [ mailto:[email-masked] | [email-masked] ] 

A Cairo, Egypt