Megan Morales
West Jordan,UT
Summary
Client Service Manager with 10+ years of experience managing complex client portfolios, driving retention, and delivering measurable value. Proficient in a variety of functions including HSA card operations, client services, error resolution, and compliance. Skilled in data storytelling, cross-functional collaboration, and process optimization to ensure high client satisfaction and program adoption. Recognized for building trusted relationships and managing multiple vendors. Proficient in a variety of functions including HSA client services, card operations, error resolution, and compliance. Seeking to leverage expertise in client success and healthcare operations to grow with a dynamic, mission-driven organization.
Overview
20
20
years of professional experience
Work History
Client Service Manager
Optum
Draper, UT
11.2012 - 08.2025
- Owned relationships with 120+ employer clients, acting as trusted adviser to drive adoption and maximize program value.
- Provided HSA card program support, including debit card reconciliation, error resolution, lost/stolen compliance and maintaining and analyzing daily reports.
- Analyzed large datasets and created custom reports to highlight trends, identify risks, and influence client decision-making.
- Acted as a card SME for HSA card projects.
- 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 for HSAs, contributing to increased retention and expanded services.
- Mentored and coached team members, improving performance and ensuring departmental service levels were consistently achieved.
- Worked with clients within Optum's top 100 and ensured 100% retention with a client ranked number 78.
- Streamlined operations through process automation initiatives, improving efficiency and reducing manual errors.
- Proactively assessed client needs to provide them with products or services before an issue arose.
Office Manager
Ecommerce Consulting
Draper, UT
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.
Skills
- Client Relationship Management & Retention
- Cross-Functional Collaboration (Sales, Product, Ops, Marketing)
- Microsoft Office Suite (Excel, Word, Outlook)
- Data Analysis, Reconciliation & Insight Reporting
- Process Improvement & Operational Efficiency
- Account Reconciliation & Vendor Management
- 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 Manager
Optum
11.2012 - 08.2025
Office Manager
Ecommerce Consulting
01.2006 - 11.2012