Stephanie Apell
Staten Island,NY
Summary
Experienced team player with a strong attention to detail and excellent organizational skills. Skilled at managing multiple projects simultaneously with great accuracy. Possessing over 10 years of professional experience as a client service executive at a leading background screening agency in the US. Currently seeking a full-time position that allows me to utilize my exceptional communication, organization, and customer service skills. Demonstrated ability to take on extra responsibilities in order to achieve team objectives, while also having a strong commitment to ongoing learning and professional development.
Overview
19
19
years of professional experience
Work History
Client Services Associate
Conduent Local Solutions
08.2020 - 04.2024
- Answered 80+ customer calls daily with positive attitude and focus on customer satisfaction.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Offered troubleshooting advice to assist customers with NY EZ-pass website/NY EZ-pass App issues.
- Processed account and violation payments.
- Thorough knowledge of all tolls and regulations for PANYNJ, MTA/TBA, NYSTA, and NYSBA.
- Went from Temp (MMC Staffing) to Permanent position with Conduent within 8 Months.
Associate Director of Client Services
SterlingBackcheck
01.2016 - 01.2019
- Supervised 38 Client Service Executives (CSEs) and 4 Supervisors across 4 business verticals serving top-tier ($1M+) clients
- Responsible for hiring, training, coaching, discipline, rewards, annual reviews, case escalations, and account assignments
- Co-managed successful project to transition case management system from Outlook to Salesforce.
- Worked closely with Operations teams to create Salesforce-based case management policy
- Analyzed Salesforce data for ad-hoc client interaction reporting.
- Met monthly with other departments to help coordinate strategies for client success.
- Communicated all capacity, sourcing and technology gaps with upper management.
Client Services Team Leader
SterlingBackcheck
01.2014 - 01.2016
- Supervised 14 CSEs supporting 30+ Staffing Agencies Clients and their applicants across 3 counties.
- Managed department call volume of 300+ calls and 500+ emails per day and coordinated department schedules to maximize coverage during peak hours.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Senior Client Services Executive
SterlingBackcheck
01.2011 - 01.2014
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. While Supervising a staff of 4 Client Services Executives.
- Cross-trained and provided backup support for organizational leadership.
Client Services Executive
SterlingBackcheck
01.2009 - 01.2011
- Corresponded with top-tier clients and applicants over phone and e-mail to answer questions and resolve reference and billing issues.
- Met customer call guidelines for service levels, handle time and productivity..
Reference Supervisor
SterlingBackcheck
01.2006 - 01.2009
- Supervised a team of 8 to 16 Reference Associates that managed correspondence for background check references.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Provided reporting for volume analysis and ad-hoc reporting in support of operational decision-making
Reference Associate
SterlingBackcheck
03.2005 - 01.2006
- Reviewed and analyzed detailed records.
- Documented information and submitted detailed reports.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Improved office efficiency by effectively managing internal communications and correspondence.
Education
Bachelor of Arts -
King University
Bristol, TNSkills
- Client Education
- Cross-Functional Teamwork
- Customer Service
- Data entry proficiency
- Escalation management
- FCRA Compliance
- File Management
- HIPAA Compliance
- Microsoft Office Suite
- Presentation Skills
- Problem-solving abilities
- Report Generation
- Security Policies
- Service Recommendations
- Strategic Planning
- Time Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
Received Sterling's President's Club Award for outstanding Customer Service for 2016.
Timeline
Client Services Associate
Conduent Local Solutions
08.2020 - 04.2024
Associate Director of Client Services
SterlingBackcheck
01.2016 - 01.2019
Client Services Team Leader
SterlingBackcheck
01.2014 - 01.2016
Senior Client Services Executive
SterlingBackcheck
01.2011 - 01.2014
Client Services Executive
SterlingBackcheck
01.2009 - 01.2011
Reference Supervisor
SterlingBackcheck
01.2006 - 01.2009
Reference Associate
SterlingBackcheck
03.2005 - 01.2006
Bachelor of Arts -
King University
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