Megan Morales
West Jordan,UT
Summary
Client Service Specialist with 10+ years of experience managing complex client portfolios, driving retention, and delivering measurable value. Skilled in data storytelling, cross-functional collaboration, and process optimization to ensure high client satisfaction and program adoption. Recognized for building trusted relationships, resolving escalations, and coaching teams to exceed service goals. Seeking to leverage expertise in client success and healthcare operations to grow with a dynamic, mission-driven organization.
Overview
22
22
years of professional experience
Work History
Client Service Specialist
Optum
11.2012 - 08.2025
- Owned relationships with 120+ employer clients, acting as trusted adviser to drive adoption and maximize program value.
- Analyzed large datasets and created custom reports to highlight trends, identify risks, and influence client decision-making.
- Partnered with cross-functional teams (implementation, operations, vendors) to deliver seamless client experiences and resolve escalations.
- Guided clients in implementing new strategies and product offerings, contributing to increased retention and expanded services.
- Mentored and coached team members, improving performance and ensuring departmental service levels were consistently achieved.
- Streamlined operations through process automation initiatives, improving efficiency and reducing manual errors.
Office Manager
Ecommerce Consulting
01.2006 - 11.2012
- Managed office operations and supervised staff, ensuring smooth daily workflow and compliance with federal requirements.
- Oversaw credit operations (chargebacks, refunds, disputes), minimizing revenue leakage and strengthening financial controls.
- Served as primary contact for BBB complaints, resolving issues quickly to protect company reputation and client trust.
- Developed and maintained policies and procedures, improving consistency and operational clarity.
Receptionist
Internet Auction Consulting
01.2004 - 01.2006
- Supported business operations through order processing, compliance documentation, and internal communications.
- Maintained accurate records and communicated policy updates across the office.
- Assisted leadership with administrative tasks, scheduling, and customer inquiries.
Skills
- Client Relationship Management & Retention
- Data Analysis & Insight Reporting
- Cross-Functional Collaboration (Sales, Product, Ops, Marketing)
- Process Improvement & Operational Efficiency
- Coaching & Team Development
- Account Reconciliation & Vendor Management
- Microsoft Office Suite (Excel, Word, Outlook)
Additional Highlights
- Proficient in advanced Microsoft Excel (reporting, reconciliation, data analysis).
- Experienced in healthcare and compliance-driven environments.
- Skilled at balancing competing client needs with internal resources to ensure high customer satisfaction and long-term retention.
Timeline
Client Service Specialist
Optum
11.2012 - 08.2025
Office Manager
Ecommerce Consulting
01.2006 - 11.2012
Receptionist
Internet Auction Consulting
01.2004 - 01.2006
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