Subject: [Training Report] India - Day IV - 07.03.2019
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>
Cc: Brian Sexton <[email-masked]>, David Lee <[email-masked]>, Robert Cosgrove <[email-masked]>
Date: Fri, 8 Mar 2019 13:03:46 +0000

Hi Urvika,

Please see the test results after Day V.

Quizzes:

Agent

CSL Test

Policy Knowledge

Life of an Order

Fulfilment

Shipping and Delivery

Cancelled & Postponed events

Teams

LMS

Wrong Tickets

RAG

Payment

Alternative delivery plans

Brazil Market

GDPR

IT Soccer

ES / DE / TR football

CMA

AVERAGE by agent

Daniel.Khing

100.00%

90.00%

100.00%

90.00%

100.00%

100.00%

100.00%

100.00%

100.00%

93.33%

100.00%

100.00%

100.00%

100.00%

93.33%

90.00%

100.00%

97.45%

Egglisten.Samuel

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

90.91%

100.00%

100.00%

100.00%

100.00%

95.00%

86.67%

100.00%

100.00%

98.39%

Himanshu.Sara

90.00%

100.00%

100.00%

100.00%

90.00%

80.00%

100.00%

100.00%

90.91%

100.00%

100.00%

100.00%

100.00%

90.00%

80.00%

100.00%

100.00%

95.35%

Jitender.Singh

100.00%

100.00%

100.00%

90.00%

100.00%

100.00%

100.00%

90.00%

100.00%

100.00%

85.71%

86.67%

100.00%

100.00%

100.00%

100.00%

100.00%

97.20%

Malobika.Purkayastha

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

86.67%

100.00%

100.00%

90.91%

100.00%

86.67%

100.00%

100.00%

97.90%

Assessments:

Username

Training Group

Account Recovery

CIAN I

CIAN II

CIAN III

Phone Exercise

Daniel.Khing

India

Passed

Passed

Passed

Passed

Passed

Egglisten.Samuel

India

Passed

Passed

Passed

Passed

Not passed

Himanshu.Sara

India

Passed

Passed

Passed

Passed

Passed

Jitender.Singh

India

Passed

Passed

Passed

Passed

Passed

Malobika.Purkayastha

India

Passed

Passed

Passed

Passed

Passed

  *   All agents submitted all quizzes before the EOW - Daniel was the only agent who had to repeat the CMA Quiz.
  *   Egglisten did not spot in the phone exercise, that the agent did not confirm whether he is speaking with the account holder - please make sure he gets coached on this.
  *   On Monday, before moving on cases - I would like to implement a quick question round on the IT Football Quiz to see where agents had understanding issues

Kind regards,

Jana

From: Jana Garbe
Sent: 07 March 2019 16:17
To: 'Urvika Chaudhary' <[email-masked]>
Cc: Brian Sexton <[email-masked]>; David Lee <[email-masked]>; Robert Cosgrove <[email-masked]>
Subject: [Training Report] India - Day IV - 07.03.2019

Hi Urvika,

Please see the test results after Day IV.

Agent

CSL Test

Policy Knowledge

Life of an Order

Fulfilment

Shipping and Delivery

Cancelled & Postponed events

Teams

LMS

Wrong Tickets

RAG

Payment

Alternative delivery plans

Brazil Market

GDPR

Daniel.Khing

100.00%

90.00%

100.00%

90.00%

100.00%

100.00%

100.00%

100.00%

100.00%

93.33%

100.00%

100.00%

100.00%

100.00%

Egglisten.Samuel

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

90.91%

100.00%

100.00%

100.00%

100.00%

95.00%

Himanshu.Sara

90.00%

100.00%

100.00%

100.00%

90.00%

80.00%

100.00%

100.00%

90.91%

100.00%

100.00%

100.00%

100.00%

90.00%

Jitender.Singh

100.00%

100.00%

100.00%

90.00%

100.00%

100.00%

100.00%

90.00%

100.00%

100.00%

85.71%

86.67%

100.00%

65.00%

Malobika.Purkayastha

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

86.67%

100.00%

100.00%

90.91%

100.00%

  *   All agents continuously passed the quizzes on the first attempt - with the exception of Jitender who has to repeat the GDPR Quiz
     *   Jitender missed to select that before escalating a case to GDPR, you need to confirm to the buyer that the case has been passed on to the relevant department
  *   All agents passed the CIAN exercise successfully.

Kind regards,

Jana

From: Jana Garbe
Sent: 06 March 2019 17:44
To: 'Urvika Chaudhary' <[email-masked]<mailto:[email-masked]>>
Cc: Brian Sexton <[email-masked]<mailto:[email-masked]>>; David Lee <[email-masked]<mailto:[email-masked]>>; Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Subject: RE: [Training Report] India - Day II - 04.03.2019

Hi Urvika,

Please see below the results for the agents after day III:

Agent

CSL Test

Policy Knowledge

Life of an Order

Fulfilment

Shipping and Delivery

Cancelled & Postponed events

Teams

LMS

Wrong Tickets

RAG

Daniel.Khing

100.00%

90.00%

100.00%

90.00%

100.00%

100.00%

100.00%

100.00%

100.00%

93.33%

Egglisten.Samuel

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

90.91%

100.00%

Himanshu.Sara

90.00%

100.00%

100.00%

100.00%

90.00%

80.00%

100.00%

100.00%

90.91%

100.00%

Jitender.Singh

100.00%

100.00%

100.00%

90.00%

100.00%

100.00%

100.00%

90.00%

100.00%

100.00%

Malobika.Purkayastha

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

86.67%

  *   All agents repeated any quizzes they have not passed
  *   For the RAG process, please confirm with the agents that if the buyer is RAG and the seller is a fan seller - an email must be send to the Fan seller
  *   Apart from this, the group is performing very well

Kind regards,

Jana

From: Jana Garbe
Sent: 05 March 2019 15:54
To: 'Urvika Chaudhary' <[email-masked]<mailto:[email-masked]>>
Cc: Brian Sexton <[email-masked]<mailto:[email-masked]>>; David Lee <[email-masked]<mailto:[email-masked]>>; Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] India - Day II - 04.03.2019

Hi Urvika,

Please see below the results after Day II.

Team

Agent

CSL Test

Policy Knowledge

Life of an Order

Fulfilment

Shipping and Delivery

Cancelled & Postponed events

Teams

Training_India

Daniel.Khing

100.00%

90.00%

100.00%

90.00%

100.00%

100.00%

100.00%

Training_India

Egglisten.Samuel

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

Training_India

Himanshu.Sara

90.00%

100.00%

100.00%

100.00%

90.00%

80.00%

0.00%

Training_India

Jitender.Singh

100.00%

100.00%

100.00%

90.00%

100.00%

100.00%

100.00%

Training_India

Malobika.Purkayastha

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

Training_India

Veepul.Singh

100.00%

100.00%

  *   Maske has been removed from the account as he didn't show up for training today. Veepul did not attend training either, waiting for further instructions regarding how this agent should be handled
  *   Daniel, Egglisten and Himanshu failed the "Life of an Order" Quiz on the first attempt, however successfully repeated it
  *   Himanshu has yet to repeat the "Teams Quiz"
  *   The training group submits all quizzes within schedule

Kind regards,

Jana

From: Jana Garbe
Sent: 04 March 2019 16:02
To: 'Urvika Chaudhary' <[email-masked]<mailto:[email-masked]>>
Cc: Brian Sexton <[email-masked]<mailto:[email-masked]>>; David Lee <[email-masked]<mailto:[email-masked]>>
Subject: [Training Report] India - Day I - 04.03.2019
Importance: High

Hi Urvika,

Please see below the results after Day I in training.

Agent

CSL Test

Policy Knowledge

Daniel.Khing

100.00%

90.00%

Egglisten.Samuel

100.00%

100.00%

Himanshu.Sara

90.00%

100.00%

Jitender.Singh

100.00%

100.00%

Malobika.Purkayastha

100.00%

100.00%

Maske.Ashokrao

90.00%

90.00%

Veepul.Singh

100.00%

100.00%

  *   All agents passed all quizzes on the first attempt
  *   All agents passed the Account Recovery Assessment

Well done!

Jana Garbe
Training & Quality
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