Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Languages
Timeline
Generic

Casie Cadwallader

Godley,TX

Summary

Experienced operations leader with over a decade of success in contact center management, customer experience strategy, and team leadership. Proven ability to optimize workflows, drive KPI improvements, and lead high performing teams in fast paced, high volume environments. Skilled in executive escalation management, cross-functional collaboration. Passionate about delivering exceptional service experiences and championing the member voice.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Premium Client Experience Account Manager

Fidelity Charitable – Fidelity Investments
01.2019 - Current
  • Lead large-scale customer support operations for a Fortune 500 financial services company, overseeing frontline service delivery, executive escalations, and continuous improvement initiatives.
  • Manage BPO/vendor relationships, ensuring alignment with performance expectations and operational rigor across multiple sites.
  • Drive KPI performance by implementing coaching programs, data-driven accountability, and workflow optimizations.
  • Partner with cross-functional teams (legal, compliance, technology, operations) to resolve complex escalations and enhance the client experience.
  • Champion Voice of the Client insights, driving strategic changes that improved first contact resolution and customer satisfaction.
  • Develop and mentor people leaders, fostering a culture of accountability, engagement, and excellence.
  • Key Achievements:
  • Reduced escalation resolution time by 30% through process optimization and direct leadership involvement.
  • Improved client satisfaction scores by double digits, aligning frontline performance with strategic goals.
  • Spearheaded workforce planning alignment with analytics teams, resulting in improved SLA adherence.

Senior Client Relationship Manager

Fidelity Investments
01.2014 - 03.2019
  • Supervised frontline representatives, coaching for performance, quality, and member experience.
  • Partnered with workforce teams to ensure scheduling and staffing aligned to demand.
  • Recognized for leadership excellence and ability to drive high team engagement.
  • Cultivated strong client relationships through regular communication and personalized service delivery.
  • Led cross-functional teams to develop tailored solutions for client needs and enhance satisfaction.
  • Analyzed client feedback to identify trends and implement strategic improvements in service offerings.
  • Developed comprehensive account plans to drive growth and ensure alignment with client objectives.
  • Enhanced overall effectiveness of client meetings with thorough preparation, researched topics of interest; planned strategic agendas; coordinated logistics with participants-ultimately contributing towards more successful collaboration sessions.
  • Conducted comprehensive reviews of clients'' financial situations to identify opportunities for growth and improvement.
  • Strengthened client relationships by providing personalized service and understanding individual needs.
  • Delivered exceptional customer service by addressing issues promptly, leading to high satisfaction scores from clients.
  • Increased client retention rates through proactive communication and tailored solutions.
  • Maintained accurate record-keeping systems for all client interactions, facilitating efficient reporting and analysis; this allowed more effective decision-making regarding account management strategies; streamlined access to important information contributed significantly towards improved outcomes in key performance areas.
  • Spearheaded initiatives designed to streamline processes and enhance productivity within the department.
  • Managed a diverse portfolio of clients, ensuring timely responses to inquiries and concerns.
  • Ensured compliance with company policies and industry regulations when managing client accounts and transactions.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Made customers aware of current and new programs and services.
  • Liaised between customers and organization with particular focus on working with sales department.
  • Managed department call volume of 300+ calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Assisted customers with opening accounts and signing up for new services.

Client Relationship Manager

Fidelity Investments
01.2014 - 01.2019
  • Managed a book of business across retail and high-net-worth clients, providing investment solutions, account servicing, and relationship guidance.
  • Guided clients through multi-step transactions, onboarding processes, and portfolio transitions, ensuring compliance and client trust.
  • Built a reputation for exceptional client engagement, achieving one of the highest retention rates on the team.
  • Collaborated cross-functionally with financial advisors, technology teams, and compliance officers to deliver efficient, accurate service.
  • Trained and mentored new associates on customer experience standards, policy knowledge, and client communication strategies.
  • Key Achievements:
  • Trusted to manage multi-million-dollar client relationships with consistent success in retention, adoption, and satisfaction.
  • Led process improvement initiatives that reduced turnaround times, enhanced client digital adoption, and streamlined policy compliance.
  • Recognized multiple times at Fidelity for exceeding client experience benchmarks and serving as a go-to partner for complex client needs.
  • Translated complex policy and financial processes into clear, actionable guidance for clients, increasing engagement and reducing escalations.

Education

Business Management/Administration

University of North Texas
Denton, TX
08.2015

Associates - Business Administration And Management

Tarrant County College
Trinity, Fort Worth, TX
08.2012

Skills

  • Contact Center Leadership
  • Executive Escalation Management
  • KPI & Performance Optimization
  • Process Improvement & Operational Excellence
  • Coaching, Mentorship & Leadership Development
  • Cross-Functional Partnership
  • Customer Experience Advocacy

Websites

Accomplishments

    Reduced escalation resolution time by 30% through process optimization and direct leadership involvement.

    Improved client satisfaction scores by double digits, aligning frontline performance with strategic goals.

    Spearheaded workforce planning alignment with analytics teams, resulting in improved SLA adherence.

Certification

  • Extensive experience with CRM platforms (Salesforce, Fidelity proprietary systems, SaaS adoption tools)
  • Ongoing training in customer success frameworks (health scoring, adoption playbooks, renewal/expansion strategies)
  • 10+ years in customer support operations leadership with a proven track record of scaling teams and processes.
  • Skilled in executive escalation handling, safeguarding brand reputation while ensuring swift, empathetic resolutions.
  • Known for building trusted BPO/vendor partnerships, aligning global service operations, and optimizing workflows.
  • Passionate about leading teams through change while creating a culture of inclusion, resilience, and high performance.

Languages

English
Native or Bilingual

Timeline

Premium Client Experience Account Manager

Fidelity Charitable – Fidelity Investments
01.2019 - Current

Senior Client Relationship Manager

Fidelity Investments
01.2014 - 03.2019

Client Relationship Manager

Fidelity Investments
01.2014 - 01.2019

Business Management/Administration

University of North Texas

Associates - Business Administration And Management

Tarrant County College

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