Monthly Updates –Feb‘21 Customer Care – North America

R & R – Q1 2022 Customer Care & Sales Support. The Power of Recognition 2019 09 16 Restoration Remediation Magazine.

Sneha Charitable Trust. You Inspire me Ideator Spot Award Team Impact Award Pat on the Back Extra Miler Rockstar Rookie.

you Na Narendra Reddy Hello Narendra, I Euould like to take a rnornent to Thank vou for all your support provided to us all the tirne. With your encouragernent and inspirational rnotivated us to take challenging tasks and to reach our full potential In last couple of years, we have seen a great success rate in all the projects, it could be a Six Sigrna, SD or Kaizen initiatives. Our KPIs are in good shape frorn last couple Of years. The kev rnetrics are in increasing trend YoY- We still have fexM rnore tasks to accornplish in 2022 and I arn sure this is going to be another successful year for SBS NA T earn. !.

Ideaeor• Somashekar Gopalappa Hi Som, Truly appreciate your passion towards process improvement. You h fronts. Another success regarding auto release of B2B orders for Univ of Manitoba is Great You have been focused on process improvements and driving the team continuously. Keep up the Zeal for improvising the process which helps in building efficiency and achieving better custorrner experience. Regards, Narendra Reddy, Manager.

Ideator• Sayednavab Advani Sayed from Customer Care NA is a Primary resource for Customer reque on all the ERP+s. Overall achieved 163% of Efficiency and closed 2500+ cases. Apart from his core objectives he was able to Audi 494 pushback cases (VOC) He was also included in the Quote Automation project along with the local team and he is one of the local key users for the SAP Next project from SBS. Additionally, he implemented 7 kaizen ideas in QI which are value-added with overall potential savings of 458 Hrs PA. which was really great...! Excellent job done Sayed, keep up the great work...!! Regards, Harish A g,Supervisor.

spoeti9hE Gowtham Guptha s Gowtham, from Customer Care NA team, is playing a key role in managi the Credit card authorizations for customer orders. Overall achieved the efficiency of 168% and worked on —8K orders on VKM he was able to create 303 Quotes and assigned 603 cases to respective BFQs. He also cleaned up the old orders and received an appreciation from Canada Stakeholders on the credit card unauthorized block reports. Additionally supported on 4+ weekends on the clean-up activity. Excellent performance...!! Keep up the good work. Regards, Somashekar Gopalappa.

spoeti9hb John Britto c John from North America Customer Care team have achieved the effi ncy of 133% against the target of 100%. Handling 8 different activities actively on daily basis with 100% quality from both Int al as well as External. Provided CA OE training to the team member and audited 100%. Acted as a mentor for CA Web profile ma appreciate your extensive support provided during difficult times like high volume or short staff days etc where you have logged in early and supported weekends too to exceed the team TAT. I appreciate the consistency in publishing the hourly count to the PRD order entry team. Regards, Somashekar Gopalappa.

spobli9hb Shubhajit Biswas Shubhajit from the North America Customer Care team is a quick learner. He initially got trained on US Requests and soon started delivering the good numbers. QI, he moved to Canada Order entry process which is known for its sensitivity. He learned and got certified in the process so quickly and achieved 100% quality. Keep up the good work. Regards, Somashekar Gopalappa.

spoeti9hb Rakshana R Rakshana from North America Customer Care team has achieved ane ciency of 121% against the target of 100%. Handling multiple activities actively on daily basis with 100% quality from both Int I as well as External. Great job done in achieving the best TAT in the open order report, it was reduced from 7 to 2 days. Amazing provided during difficult times like high volume or short staff days, etc where you have logged in early and supported weekends too to exceed the team TAT. I appreciate the consistency in publishing the Daily production report to the entire customer care team. Regards, Somashekar Gopalappa.

spoeti9hb Santhoshkumar Velusamy Santhosh V from customer care NA is a critical resource on Customer re sts for all the Erps. Overall achieved an efficiency of 170% which is the highest in the customer care team. He was able to close and maintained consistency. Additionally, he was able to create 190+ quotes on Canada and worked on 1611 cases, and was assigned to respective BFQs Appreciate your hard work and support. Which has helped the team to achieve better TAT. Keep up the good work...! Regards, Harish A g Supervisor.

spoeti9hb Shivaraja P Shivraj from North America is a Critical Resource: Trained on multiple act •ties within one ERP Oracle and have now completed the training on P80 & PRD and was able to process around 150+ orders. Ov core objectives he Helped on 254 cases across 2 teams. Worked on —13K cases on Assignments, created 328 cases on Quotes. Additionally, he also trained 4 reps from his team on Quote creation & Blue Assignments Extended his support by 15+ Hrs in QI and worked on 3 Weekends. Appreciate your hard work and support. Keep up the good work.!! Regards, Harish A gnSupervisor.

spoeti9hb Sudeep S Sudeep is a Primary resource for Customer Care North America and has ach both internal and External. in addition to this, he audited 500+ orders, and 300+ on block cleansing. He also implemented one Kaizen idea with the potential savings of 196 Hrs PA. and Supported 10+ hrs in QI to complete the day's work in a couple of instances. Appreciate your continued support. keep up the good work...!! Regards, Harish A g,Supervisor.

spotlight Shanmugapriyan Perumal ShanmugaPriyan is a key player and primary resource for P80 order Entry. A both External and Internal Quality. Additionally mentored his peers on P80 Manual orders and Audited 83 orders and he also was able to review 300+ cases on TAT Project. Appreciate your responsibility in maintaining the Quality consistently in QI. keep up the good work...!! Regards, Harish A gnSupervisor.

spoeti9hb Sathisha A Sathish is a Team player and a Primary resource in PRD Order Entry within t along with 99.96% External and 100% in Internal Quality. He has worked on multiple activities without any internal errors or escalations from stakeholders. In addition, he also worked on EDI and processed 2539 orders with 113 Quote creations. Additionally Supported 20+ hours in QI. Appreciate your hard work and support. Keep up the good work.!! Regards, Harish A g,Supervisor wqerzcx.

spoeti9hb Tejas R Tejas from the North America team is a quick learner and a good team play rne a short span of time and started releasing the requests with zero customer complaints. His performance has been improved by MoM since Feb 2022. March month, his productivity was increased from —45 to 60 which is great for a new joiner. Couple of days he also touched 70 cases per day against the target of 60. I appreciate your commitment to work. Regards, Bharath RamachandrawTeam Lead.

spobli9hE Nityanand N Nityanand from the North America team has achieved 124% efficiency a g with expected quality. Maintained well within the expected unjustified pushback. He is actively involved in working on orders requirement. Achieved 100% in the Case Coaching evaluation. Has been driving the given responsibility effectively without any supervision. His additional support to the team has been great and has provided —1 Ohrs in QI which helped minimize the backlog. Your support to the team has been great. Keep rocking!! Regards, Bharath Ramachandra, Team Lead.

spoeti9hE Manoj T Manoj from the North America team has achieved 1 19% efficiency along ith expected quality. Maintained least unjustified pushback and missing SFDC contact creations in the team. He is actively inv to switch as per the requirement. Zero escalations were received. Has been driving the given responsibility effectively without any supervision. His additional support to the team has been great and has provided —8hrs in QI which helped minimize the backlog. Great to see his transformation in the recent past. Keep it up and excel further. Regards, Bharath Ramachandra, eam Lead 1..

spoeti9hb Shringeshwar Ms Dear Shringeshwar, Shringeshwar from the North America team has achieve been actively involved into multiple activities and been handling the assigned responsibilities effectively without any supervision. Conducted PRD refresher for Vibha/Stewart and assisted in their OJT journey. Recently has come up with 2 kaizen which is under progress. Your achievements have been excellent. Thanks for all your support. It was very nice to work with you!! Regards, Bharath Ramachandra, Team Lead.

spoeti9hE Naveen Kumar 1 Naveen C from the North America team has processed a total of 4903 1-JS P highest in the team for QI. In addition, he has been consistent in working on the •routing requirements+ which is helping the team, assisting the new hire with OJT audits. He is very flexible and has provided —1 Ihrs of support which helped in reducing the backlog as when required. Naveen, thank you for your hard work. You are the fuel for the team Regards, Bharath RamachandraJeam Lead.

Spotlight Priya-christina M Priya Christina - Achieved an exceptional efficiency of 2380 Priya has been the pillar of CR process. Going above and beyond as per the business requirements. Training of the Team members ghe_cu$emer__,_ request. Great job in terms of ensuring no impact on the TAT by Wörkl¯ng additionaVh6urs. Also, Priya has be keen in learning the process of OE. Overall, very consistent job done. Keep the focus going. Merck competenc Achievement & result driven?. Regards, Srikanth Murari, Supervisor wqeræcx.

spoeti9hb Archana Yadav Archana Yadav Achieved an exceptional efficiency of 170% working in Oracle and CR. Archana has been working on Distributor Oracle as well as CR with great comfort. Supporting the business as and when required proactively. Archana also assisted Team members in getting trained to ramp up on CR. Great job is done+! Merck competency •Purposeful+. Regards, Srikanth Murari, Supervisor.

•reapa WARD Abhilash R v,Vijaya kumar K,Sreerag Selvaraj Abhilash, Vijay & Sreerag from the North America team have maintained e re•eqpaee external. lt•s great to see multitasking by Vijay on orders and incompletion reports, Abhilash transforming on the core objectives compared to last year, Sreerag been primary team member for PRD quote along with driving the assigned responsibility consistently in your respective areas. This is truly amazing and I appreciate your dedication at work. Regards, Bharath Ramachandra, Team Lead.

WARD Dileep Kj,Naveen kumar K Dileepa KJ and Naveen Kumar K from North America Customer Care team h customer complaints. Dileep have maintained the consistency in the productivity and worked on —3500 cases. Naveen K, appreciate your attention to detail skills when it comes to handling the customer requests. Thank you for the additional support provided during the high-volume days. I appreciate your patience and accuracy in handling the requests. Regards, Somashekar Gopalappa.

•reapa Shivappa B ræqpace Achieved an efficiency of 132% with a quality of 100%. Shivappa has been supporting the PRD process for the sales support and has been a valuable Team player. Supporting the PRD process during the requirement to make sure no impact on the TAT. Great job Shivappa. Keep the focus going. Regards, Srikanth Murari, Supervisor.

IE•qpaee Nithin Balakrishnan Achieved an efficiency of 142% with a quality of 100%. Nithin has been proactively overlooking the queues for the Sales support. Also, has been working on 2 kaizen ideas which are in pipeline. Nithin has been supporting P80 and PRD with great aplomb. Good job Nithin. Regards, Srikanth Murari, Supervisor.

IE•qpaee Naveena V Naveena has achieved an efficiency of 102% with 100% quality. Working across multiple ERPs and processes he has achieved 100% quality. Great job done Naveena. Keep the focus going. Regards, Srikanth Murari, Supervisor.

•reap.' Naresh kumar B k Naresh has achieved an efficiency of 145% with a quality of 99.94%. Has been the primary resource for the distributor Oracle queue also supporting Distributor PRD as per the requirement. Naresh has proactively extended to support the business and has been good assisting the Team members with the queries. Great job Naresh. Regards, Srikanth Murari, Supervisor.

Manish N Achieved an efficiency of 110% with a quality of 100%. Manish has been working on multiple process to assist the Team members like CR, PRD and working on Oracle cases as and when required. Good job Manish. Regards, Srikanth Murari, Supervisor.

•reap.' Harish Mahesh IF.•qpaee Achieved an efficiency of 134% with a quality of 100%. Harish has been instrumental in handling the Dealer PRD queue. Making sure to clear the orders along with Team members with no impact on the TAT. Being consistent with the RASCI matrix has been a highlight. Keep up the good job+! Regards, Srikanth Murari, Supervisor.

on Ehe Sae" Shringeshwar Ms Hi Shringeshwar, Great job in mentoring Vibha on 1-1 for about a week using to improve efficiency. I know it was a difficult week for all of us like resource constraints, audits, etc. But still, you didn+t g Stewart+s OJT audits along with your other responsibilities. Besides this, you were able to connect with Vibha for an hour daily before the shift starts to understand where she is lagging. I also see that you shared best practices, tips, and tricks to help improve her efficiency. I truly appreciate your time and efforts. Kudos to you!! Regards, Bharath Ramachandra, Team Lead.

oae on Ehe back ARD Pavan Kumarkv Hi Pavan, It was a great job done on April 6th where you have worked on 75 customer requests and achieved an efficiency of 125% against the target of 100%. I also appreciate the consistency in meeting the productivity. Keep up the good work. Regards, Somashekar Gopalappa.

on Vinayaka S-s the back Hi Vinay, I appreciate your support and col laboration in creating the video for our CEx meeti ng. You have traveled from your native to the Bangalore office to capture the team experience, photos, collaborated with Abhil ash K, and gave the final shape to it. Overall the 2-Minute video came out well and the NA CEx leadership team liked it. Big thanks from the SBS NA Leadership team. Regards, Somashekar Gopalappa.

exer•a Santhoshkumar Velusamy Hi Santhosh, Master Blaster of Requests! :) It was an amazing job done by you by achieving 7 centuries (100s) in the month of April*. Closed —110 requests each against the target of 60 per day and achieved 100% quality, with no customer complaints. Keep up the good work! Regards, Somashekar Gopalappa.

Abhi lash Ka malasanan Hi Abhilash, I appreciate your extensive support provided in making the short vi deo for the NA CEx meeting. The way you edi ted, a mixture of BGM, and sound editing is impressive. Overall the 2-Minute video came out well and the NA CEx leadership team liked it. Big thanks from the SBS NA Leadership team. Thank you Soma Regards, Somashekar Gopalappa.

oexseare• raoo«ie Tejas R Hi Tejas, I appreciate the consistency and exceeding the Objectives most of the time. Being new to the team, you have learned and got certified on the process so quickly, and started delivering the best numbers. April month average cases closed per day is 65 against the target of 60. Amazing job done on 19th of April, closed 91 cases which are of 150% efficiency. Keep up the good work Regards, Somashekar Gopalappa.

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