Shreeja Khapne

I’m a detail-oriented and strategic Vertical Partner with over 3 years of experience managing Tier 1 accounts and driving measurable impact across client satisfaction, retention, and renewal.

At First

Advantage (formerly Sterling), I led initiatives that resulted in 100% contract renewal and 95%+ client satisfaction, while also being recognized for excellence in training and quality assurance.

My strengths lie in building authentic relationships, resolving complex issues with clarity, and collaborating across cross-functional teams to deliver tailored solutions. I’m proficient in Salesforce CRM and Excel, and I thrive in remote environments where communication, accountability, and empathy are key.

Currently seeking remote opportunities in client success, or strategic account management, I’m passionate about contributing to organizations that value operational excellence and long-term partnership. Let’s connect if you’re looking for someone who brings both strategic insight and a human touch to client relationships.

ExperienceVertical 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.

Industry Expertise

• Retail Staffing
• Healthcare
• Background Screening

Work AuthorizationAuthorized to work in the U.S.A

EducationUniversity of Mumbai

Bachelor of Commerce

2008