Open To Work
Michele Klein
Madison,WI
Work Preference
Summary
Dynamic Client Services Manager specializing in building client relationships and enhancing operational performance. Proven success in leading remote teams, implementing efficiencies that increased profitability, and mentoring new leaders to drive employee engagement and client satisfaction. Extensive experience across various sectors, demonstrating adaptability and strategic insight.
Overview
25
25
years of professional experience
Work History
Client Services Manager
Cielo Talent
Wauwatosa, Wisconsin
01.2012 - 05.2026
- Drive customer relationships by building trust and presenting strategic plans to achieve partnership goals.
- Lead remote teams of Recruiters, providing guidance, conducting performance evaluations, and supporting professional growth. Responsible for as many as 24 direct reports across multiple client teams. Maintain a high employee retention rate year over year, mentoring and promoting high potential contributors.
- Developed coaching strategies, enabling new leaders to interact with direct reports in a supported environment.
- Empower team members to be proactive when working with hiring leaders, focusing on activities that result in hiring decisions.
- Drive standardization, continuous improvement and consistency of processes and procedures. Define and communicate individual and team metrics, driving to key performance indicators.
- Identify and document process concerns. Propose and implement solutions, as appropriate.
- Implemented efficiencies on a 'legacy' account that resulted in a six percent increase in gross profit.
- Develop and present monthly, quarterly and annual business reviews.
- Launch new teams, including stabilization and on-going support strategies and plans. Execute contract terms.
- Instrumental in securing additional scopes of work, contract extensions, and recovery of service on at risk accounts.
- Served as Service Manager for a global team providing a novel sourcing solution. Refined processes and developed educational sessions, leading to increased volume. Exceed GP targets within 9 months.
- Leveraged the success of a four-month project to win a long-term contract with a major social media company.
- Rebuilt a team after a dismantle, growing business and team size by over 300%
- Consult with Business Development regarding opportunities for growth and expansion of services.
- Update financial forecasts for accuracy, analyze business trends and collaborate with client leaders to ensure goals are met.
- Balance competing priorities, focusing on tasks that have the greatest impact on bottom line results.
Recruitment Deliver Lead
Cielo Talent
01.2010 - 01.2012
- Work with recruiters on the day-to-day execution of process and deliverables.
- Assist in the development and implementation of recruitment strategies.
- Front line response for client leaders and escalations.
- Advise on accuracy of reporting and billing.
Recruiter
Cielo Talent
01.2007 - 01.2010
Staffing Supervisor
Celerity Staffing Solutions
01.2001 - 01.2007
- Collaborated with 55 new and established clients to assess staffing needs and foster relationships across all organizational levels.
- Oversaw 50 active assignments while sourcing candidates for 10-20 additional openings.
- Recruited and interviewed applicants to evaluate qualifications and skill sets for client placements.
- Reviewed resumes and applications to identify qualified candidates.
Education
Bachelor of Science - Consumer Science and Home Economics
University of Wisconsin-Madison
Madison, WISkills
- Client relationship management
- Service recovery strategies
- Service recovery
- Team leadership
- Global RPO expertise
- P&L analysis
- Business planning
- Data analysis
- Complex problem-solving
- Cross-functional teamwork
- Cross-functional collaboration
- Problem-solving
Timeline
Client Services Manager
Cielo Talent
01.2012 - 05.2026
Recruitment Deliver Lead
Cielo Talent
01.2010 - 01.2012
Recruiter
Cielo Talent
01.2007 - 01.2010
Staffing Supervisor
Celerity Staffing Solutions
01.2001 - 01.2007
Bachelor of Science - Consumer Science and Home Economics
University of Wisconsin-Madison