Joined as a Research Consultant, responsible for research, analysis on various industry verticals , and mapping of key talent pool. Growth at Exceed Consulting:Associate Consultant within 6 months of joining and Principal Consultant within 18 months of association with Exceed ConsultingCurrently handle the BFSI, IT & Telecom vertical.

Lead a team of 120 Customer Service Associates.Consistently achieved all KPI's and SLA's set by the clients with strict adherence to Quality parameters.Managed client expectations and ensured smooth relationshipSupervised and coordinated activities of customer service associates as well as team leaders to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.Devised strategies to minimize attrition & absenteeism.Organized training programs/ refresher courses for the associates. Managed the performance appraisal process for the entire team every month.Interacted with other departments like HR and administration to develop and maintain effective rapport and resolve issues and inquiries pertaining to policies, statutory compliance's and administrative requirements.Conducted skip level meetingsGenerated and updated reports (performance reports, evaluation reports, issue logs & attendance).Initiated and administered rewards and recognition program for the team.Organized weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.