Shreeja Khapne

Vertical Partner | 02/2022 to 06/2024

       First Advantage (Formerly Sterling Information Resources India Pvt Ltd)

• Led strategic client success initiatives across the retail staffing and healthcare verticals, managing high-revenue accounts and delivering exceptional retention and growth.
• Recognized for achieving the highest contract renewal rate in the vertical and for cultivating long-term partnerships that drove consistent upsell opportunities and operational excellence.
• Managed a portfolio of top-tier enterprise clients, including several multi-million-dollar accounts, with a retention rate exceeding 95%.
• Achieved the highest contract renewal rate in the vertical for two consecutive years, contributing significantly to annual revenue targets.
• Delivered quarterly business reviews and strategic insights to C-level stakeholders, influencing long-term client roadmaps.
• Collaborated with product teams and sales specialists to identify cross-sell opportunities, resulting in a 20% increase in account value year-over-year.
• Served as the lead point of contact for all client matters, ensuring timely delivery of solutions aligned with business objectives.
• Monitored client feedback, market trends, and competitive activity to inform proactive engagement strategies.
• Championed value-based selling, tailoring solutions to the unique challenges of retail staffing and healthcare clients.
• Led internal account planning sessions and coached team members on client success best practices and strategic growth.
• Conducted regular health checks with Tier 3 clients, resulting in a 15% improvement in client health scores, a 90% retention rate, and a 25% reduction in support escalations through early issue identification and proactive engagement.

• Improved Tier 3 client health scores by 15%, with 90% retention and 25% fewer support escalations.
• Identified upsell opportunities in 30% of Tier 3 accounts, driving incremental revenue.
• Reduced overall client churn by 20% through early warning systems and personalized outreach.
• Secured $1M+ in additional revenue via cross-sell initiatives and tailored value-based selling.
• Maintained a client satisfaction rate above 95%, consistently exceeding service benchmarks.

Client Success Associate | 05/2021 to 01/2022

First Advantage 

• Managed the most critical Tier 1 accounts within the healthcare vertical, representing clients whose combined revenue contributed to over 90% of the company's profits.
• Achieved 100% contract renewal rate for Tier 1 accounts.
• Focused on delivering exceptional service, fostering long-term relationships, and ensuring seamless product adoption and retention across high-stakes environments.
• Served as the primary liaison for top healthcare clients, ensuring consistent engagement and satisfaction across all touchpoints.
• Led onboarding, training, and implementation efforts to accelerate product adoption and client ROI.
• Conducted weekly client calls and strategic check-ins to proactively address needs and identify growth opportunities.
• Resolved complex inquiries and escalations with speed and precision, maintaining a client satisfaction rate above 95%.
• Gathered and analyzed client feedback to inform product enhancements and service improvements.
• Collaborated with internal teams to tailor solutions for healthcare-specific compliance and operational challenges.
• Played a key role in retaining high-value accounts, contributing directly to the company's core revenue stream.
• Formerly Sterling Information Resources India Pvt Ltd

Verification Specialist | 01/2016 to 05/2021

First Advantage

• Conducted background checks and verification processes with precision and compliance across various industries.
• Promoted internally for excellence in training and quality assurance.
• Verified education, employment history, criminal records, and other credentials.
• Investigated discrepancies and reported findings to hiring managers and clients.
• Ensured compliance with federal and state laws related to background screening.
• Maintained detailed documentation and upheld accuracy standards.
• Formerly Sterling Information Resources India Pvt Ltd
• Internal Promotions within Verification Specialist Role:
• OJT Coordinator / Trainer | Oct 2017 – Jan 2019: Designed and managed On-the-Job Training programs for new hires.
• Quality Assurance Analyst | Jan 2019 – Apr 2021: Reviewed verification outputs for accuracy and consistency.

       Mortgage Recovery Associate | 03/2013 to 06/2015

Altisource Business Solutions Pvt Ltd 

• Contacted delinquent customers and facilitated hardship programs.
• Performed skip tracing and coordinated short sale processes.

Senior Customer Relations Advisor | 12/2008 to 09/2010

Tata Consultancy Services 

• Tracked defaulters using SSN data and supported debt recovery efforts.
• Managed communications and issued legal notices.

• Retail Staffing
• Healthcare
• Background Screening

University of Mumbai 

Bachelor of Commerce

2008