HEATHER LUSIAK
Holly Springs
Summary
Customer Success professional with 5+ years of experience managing high-volume client portfolios and driving customer retention in complex, regulated environments. Proven ability to build trust, reduce churn, and maintain long-term client relationships while exceeding performance metrics, including 100% attainment of outbound targets and 95%+ schedule adherence. Skilled in guiding customers through critical lifecycle moments, improving satisfaction, and delivering consistent, retention-focused outcomes.
Overview
5
5
years of professional experience
Work History
Survivor Services Case Manager
Fidelity Investments
08.2024 - Current
- Manage a high-volume portfolio of 50–100+ client accounts, focusing on retention during complex and high-risk lifecycle events
- Consistently achieve 100% of outbound targets while maintaining 95%+ schedule adherence, ensuring continuous client engagement
- Earn top-box customer satisfaction scores across Overall Experience, Service, and Knowledge, directly supporting client retention
- Build strong, trust-based relationships with clients navigating sensitive financial situations, reducing attrition risk and maintaining account continuity
- Act as a primary point of contact during critical transitions, ensuring clients remain engaged and confident throughout the process
- Resolve escalations in partnership with legal, compliance, and operations teams, minimizing disruption and preventing client loss
- Proactively communicate updates, next steps, and solutions to reduce uncertainty and improve overall customer experience
- Utilize Salesforce CRM to track engagement, monitor retention related KPIs, and identify at-risk accounts
- Analyze customer trends and feedback to identify drivers of dissatisfaction and recommend improvements that reduce repeat issues
Financial Associate II
Fidelity Investments
04.2022 - 08.2024
- Supported a large client base with 40+ daily interactions, maintaining strong relationships and consistent service quality
- Helped customers navigate financial products and services, improving confidence and long-term engagement
- Identified patterns in customer inquiries and concerns, contributing to process improvements that enhanced retention
- Maintained detailed CRM documentation to ensure seamless follow-up and prevent service gaps
- Strengthened client relationships through consultative communication and proactive problem-solving
Customer Care Agent
Pet Partners Inc.
03.2021 - 04.2022
- Managed 50+ daily customer interactions, resolving inquiries and billing issues while maintaining customer trust
- Retained dissatisfied customers by identifying root causes and delivering effective, timely solutions
- Handled escalated cases with professionalism, turning negative experiences into positive outcomes
- Contributed to improved customer experience by identifying recurring issues and supporting process enhancements
- Handled inbound customer calls, identifying upselling opportunities and effectively transitioning clients to sales team for plan upgrades
Education
High School Diploma - Health & Science
Wake Technical Community College
Raleigh, NCSkills
- Customer Retention & Churn Reduction
- Customer Success & Account Management
- Client Relationship Management
- Customer Lifecycle & Onboarding
- Salesforce CRM & KPI Tracking
- Cross-Functional Collaboration
- Process Improvement & Customer Experience
- Escalation Management & Conflict Resolution
Timeline
Survivor Services Case Manager
Fidelity Investments
08.2024 - Current
Financial Associate II
Fidelity Investments
04.2022 - 08.2024
Customer Care Agent
Pet Partners Inc.
03.2021 - 04.2022
High School Diploma - Health & Science
Wake Technical Community College
ADDITIONAL EXPERIENCE
- Foster Care Provider
- Best Friends Pet Adoption Agency – Holly Springs, NC
- January 2021 – Present
- Provide care and medical support for foster animals, ensuring successful recovery and adoption placement
- Build trust and assess readiness, improving successful long-term placement outcomes