Subject: Re: Second Final Assessment - Thomas Valgusti
From: Virat Joshi <[email-masked]>
To: Robert Cosgrove <[email-masked]>, Urvika Chaudhary <[email-masked]>
Cc: Brian Sexton <[email-masked]>, Nuno Correia <[email-masked]>, Jana Garbe <[email-masked]>
Date: Thu, 13 Dec 2018 12:39:41 +0000

Hi Rob,

Thanks for the insight , We will get him trained & make sure he is getting enough support to clear any doubts while working on account.

Will email Brian details of the team he will be assigned too

Thanks

________________________________
From: Robert Cosgrove <[email-masked]>
Sent: 13 December 2018 17:01:33
To: Urvika Chaudhary; Virat Joshi
Cc: Brian Sexton; Nuno Correia; Jana Garbe
Subject: FW: Second Final Assessment - Thomas Valgusti

Hi All,

This agent can be assigned to a Team. However, please review Wrong Tickets / RAG with him before doing so.

Kind regards

Robert

From: Jana Garbe
Sent: Thursday 13 December 2018 11:29
To: Robert Cosgrove <[email-masked]>; Brian Sexton <[email-masked]>
Cc: Maiwenn Gouthe <[email-masked]>; David Lee <[email-masked]>
Subject: Second Final Assessment - Thomas Valgusti
Importance: High

Hi Robert,

Please see below the results for the second final assessment:

Agent

Scenario I

Scenario II

Scenario III

Scenario IV

Total

AVERAGE by agent

T. Valgusti

7.5

9

4.5

5.5

26.5

66.50%

  *   Thomas passed the final assessment with very low scores
  *   Thomas handled scenario I very well, however did not spot that the order was in pending substitution and that therefore the seller most likely will not get paid
  *   Thomas handled Scenario II very well as he correctly spotted the tickets were shipped after the MSBD and therefore escalated for a refund
  *   Scenario III: Agent very well figured out that for ES football consecutive seats are sometimes arranged in odd numbers, however did not spot that the buyer also advised that they received tickets with restricted view, which was not mentioned in the listing notes
  *   Scenario IV: Agent did not spot the buyer fault in this scenario, as the children were under 16 – age restrictions are meant to be checked.

The agent can be handed over, however please note that the results in Scenario III and IV were very low and the agent should be coached on both topics, Wrong Tickets / RAG.

Kind regards,

Jana Garbe

Training & Quality

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