Subject: Fwd: HR review process - collecting accurate data
From: Worchuirin M <[email-masked]>
To: Team Lead <[email-masked]>
Cc: Brian Sexton <[email-masked]>, viraat <[email-masked]>, Nathan <[email-masked]>
Date: Wed, 22 May 2019 17:41:39 -0700 (MST)

++ Nathan. 

Kind Regards, 
M.Worchuirin 

From: "Worchuirin" <[email-masked]> 
To: "Team Lead" <[email-masked]> 
Cc: "Brian Sexton" <[email-masked]>, "viraat" <[email-masked]> 
Sent: Thursday, 23 May, 2019 06:07:46 
Subject: Re: HR review process - collecting accurate data 

Hi All, 

Please see email trail and assign the attached generic listings to day agents. 

@Nathan please compile your data at the end of your shift and reply to this email. 

Please send below blurb if original seller has confirmed the required details and buyer is not responding to calls: 

We apologise that your listing 401567234 is taking longer than usual to be approved. Your listing is not currently available for purchase on our website, because the listing doesn’t have either the Section, Row or Seat details. 

We would like to inform you that your seller has confirmed Section, Row and Seat details for your order: 20251134 as; Block D, Row F, Seats 1-6. 

For your listing to become active we would recommend you to edit the listing and include the section, row and seat details on your listing id 401567234. 

As soon as this is done, your listing will automatically become available for purchase on our website, to millions of potential buyers. 

Kind Regards, 
M.Worchuirin 

From: "Anurag Pradhan" <[email-masked]> 
To: "Om Prakesh Singh" <[email-masked]>, "Nathan" <[email-masked]> 
Cc: "Worchuirin" <[email-masked]>, "Brian Sexton" <[email-masked]> 
Sent: Wednesday, 22 May, 2019 23:10:00 
Subject: Fwd: HR review process - collecting accurate data 

Hi Om / Nathan, 

Please check the attachment, once opened click on, breakdown by type. Om can start from the top of the page and Nathan can begin working from the bottom. Please refer to Brian's email for further information on how these should be worked upon. 

Regards, 

Anurag. 

From: "Brian Sexton" <[email-masked]> 
To: "Tom Crawford" <[email-masked]>, "Prabhat Shah" <[email-masked]>, "Worchuirin" <[email-masked]>, "Anurag Pradhan" <[email-masked]> 
Cc: "Georges Kai" <[email-masked]> 
Sent: Wednesday, 22 May, 2019 22:56:49 
Subject: RE: HR review process - collecting accurate data 

Hi [ mailto:[email-masked] | 
@Worchuirin M ] [ mailto:[email-masked] | @Anurag Pradhan ] , 

Please see the attached document, it shows the Generic Seats listings of which there are 115. 

Please assign this task to two agents to check if emails have been sent to the buyer/seller and we are awaiting response. Reject all the proofs if we do not have all necessary seat details, contact buyers and sellers where required but ‘reject the proof’ while you are doing this. Use the normal Generic Seats blurb when required. 

We need to remove all pending cases where action has been taken. If the proof is rejected the sellers will have to come back if they want their listings activated. 

[ mailto:[email-masked] | @Prabhat Shah ] could you please also grant HR access to these newly trained night shift agents? 

Gaurav.Bhatnagar 

Arun.Jakhar 

Sunil.Kumar 

Kind regards, 

Brian 

From: Tom Crawford 
Sent: Wednesday 22 May 2019 17:04 
To: Prabhat Shah <[email-masked]>; Brian Sexton <[email-masked]> 
Cc: Georges Kai <[email-masked]> 
Subject: HR review process - collecting accurate data 

Guys – we are struggling to get good data on service levels for the High Risk queue 

We believe this is because there are a lot of documents in ‘pending review’ where in fact we have asked the seller for more info, or taken some action that means the request is not strictly ‘pending’ 

The below should fix this: 

    1. If proof alone is not sufficient, reject the document (not the whole request, just the document), inform seller why and what to do 
    2. This moves it entirely out of the queue 

Is this workable, and can you see any other things this might affect (e.g. seller experience, team efficiency?) 

Thanks 

Tom