Michele Klinges
Senior Client Success & Operations Leader | SaaS & Healthcare Technology
Largo,FL
Summary
Experienced Vice President with a proven track record of aligning systems to meet business requirements, policies, and regulatory standards. Utilizing exceptional organization and communication skills, effectively manages and leads teams to achieve desired outcomes. Commitment to achieving results is complemented by expertise in interfacing and consulting on business processes, ensuring sound overall business judgment drives successful outcomes.
Overview
11
11
years of professional experience
Work History
Vice President, Client & Partner Solutions
Lane Health
03.2022 - 11.2024
- Led a team managing a portfolio of 1K+ clients and $30M in assets, driving retention and growth
- Personally managed 40 high-profile clients
- Managed an Operations team overseeing CIP/OFAC compliance, claims adjudication, debit card substantiation, and print fulfillment
- Strong negotiation, communication, and presentation skills
- Capable of building credibility and trust at all organizational levels
- Drove client retention and growth by identifying cross-selling opportunities within existing accounts while providing strategic and tactical leadership to expand adoption
- Provided timely support and feedback to team members, contributing to business and personal well-being
- Streamlined operations by implementing file specifications, templates, and automation, increasing processing speed by 40%, enhancing quality, and reducing manual effort
- Oversaw workforce management ensuring availability of resources during peak volume and open enrollment
- Led the development of departmental process documentation, including SOPs, visual aids, and training decks
- Reduced redundant operational and service tasks resulting in improved turnaround time of 20%
- Enhanced debit card processing by implementing merchant category code whitelisting, plan thresholds, and duplicate claim logic, improving auto-substantiation by 50%
- Championed client and member driven product enhancements by translating feedback and market insights into strategic development priorities
- Automated ticketing system queues to reduce human intervention, resulting in the reduction of FTEs
- Developed and implemented data-driven metrics to track client and member health, analyze volume trends, and provide actionable insights
- Proactively identified and resolved client and operational challenges, serving as the escalation point for complex issues and delivering innovative and timely solutions to enhance customer satisfaction and retention
- Partnered with Sales, Product, & Engineering teams to lead client and product onboarding, ensuring seamless integration
- Implemented Ease and Employee Navigator HR benefit systems across multiple client organizations, improving benefits administration efficiency and accuracy
Director, Client Services
HealthSavings Administrators
07.2021 - 04.2022
- Directed a team managing a book of business of 85K+ clients and $1.3B in assets, ensuring high retention and continuous growth
- Led structured account planning, including quarterly business reviews and executive readouts to showcase value, address challenges, and identify growth opportunities
- Tracked key performance indicators (KPIs) related to client satisfaction, service delivery, and regular reports provided to senior management
- Served as a trusted client advocate, ensuring cost-effective, timely solutions that met client needs
- Led high-profile projects, delivering successful outcomes on time and within budget
- Worked closely with operations to ensure client-facing items were quickly resolved and met the client’s expectations
Senior Client Operations Leader
Willis Towers Watson (WTW)
03.2015 - 06.2021
- Translated complex technical information into clear, actionable insights for business audiences
- Mentored and developed global teams (US & India), providing career guidance and fostering high performance
- Managed end-to-end print and debit card fulfillment processes, ensuring timely delivery, issue resolution, and swift response to escalations and data security breaches.
- Enhanced security and quality by implementing vendor accountability programs for operations, debit cards, and print services
- Leveraged data and technology to drive operational efficiency, boost productivity, and maximize ROI
- Set clear communications and provided timely feedback to ensure continuous improvement
- Executed end-to-end RFP process to select and implement new vendors, ensuring alignment with business needs, optimizing costs, and enhancing service delivery
- Spearheaded the seamless implementation and decommissioning of multiple vendors, optimizing performance, reducing costs, and ensuring business continuity.
Human Resources Manager
Willis Towers Watson (WTW)
10.2013 - 03.2015
- Implemented HRIS best practices to optimize payroll processes for 200 employees, while effectively negotiating compensation and benefits packages
- Administered the investigation and processing of workers' compensation, FMLA, and STD/LTD claims
- Managed all aspects of the employee relations lifecycle
- Supported Total Rewards benefits initiatives and managed monthly healthcare plan updates
- Developed and implemented company-wide policies, leading training programs for global teams (US, India)
Education
No Degree - Business Administration And Management
College of Central Florida
Ocala, FL 05.2001 -
Skills
Collaborative Leadership
Timeline
Vice President, Client & Partner Solutions
Lane Health
03.2022 - 11.2024
Director, Client Services
HealthSavings Administrators
07.2021 - 04.2022
Senior Client Operations Leader
Willis Towers Watson (WTW)
03.2015 - 06.2021
Human Resources Manager
Willis Towers Watson (WTW)
10.2013 - 03.2015
No Degree - Business Administration And Management
College of Central Florida
05.2001 -
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