Casie Cadwallader
Godley,TX
Summary
Customer Experience Manager / Client Success Leader / Relationship Management Expert
Results-driven Customer Experience professional with 10+ years of experience driving client retention, customer satisfaction, and service excellence across financial services and philanthropic organizations. Proven track record of managing high-value client portfolios, leading complex customer interactions, resolving escalations, and improving service delivery through cross-functional collaboration. Recognized for maintaining 100% client retention, achieving consistent quality assurance excellence, and building trusted relationships with clients, stakeholders, and leadership teams. Skilled in customer journey optimization, process improvement, relationship management, and delivering exceptional client experiences in fast-paced, remote-friendly environments.
Overview
12
12
years of professional experience
Work History
Senior Manager
Fidelity Philanthropic Services
Westlake, Texas
09.2021 - Current
- Manage a portfolio of approximately 240 donor-advised fund relationships, serving as the primary point of contact for clients, advisors, and key stakeholders.
- Maintain a 100% client retention rate through proactive relationship management, personalized engagement strategies, and consultative support.
- Deliver exceptional customer experiences by resolving complex client concerns, managing escalations, and identifying solutions that strengthen loyalty and trust.
- Consistently achieve 100% quality assurance scores while maintaining compliance and service excellence standards.
- Partner cross-functionally with operations, service, and leadership teams to optimize workflows and improve customer outcomes.
- Utilize customer feedback and relationship insights to identify opportunities for process improvement and enhanced service delivery.
- Develop and present client-focused reports that communicate program impact, engagement trends, and service performance metrics.
- Support continuous improvement initiatives focused on increasing customer satisfaction and operational efficiency.
Client Service Representative
Fidelity Investments
Westlake, Texas
08.2019 - 09.2021
- Delivered white-glove service to high-net-worth clients, supporting complex account needs and relationship management initiatives.
- Resolved escalated customer issues while collaborating across departments to drive timely and successful resolutions.
- Supported client onboarding, account maintenance, transaction processing, and documentation review.
- Built long-term client relationships through proactive communication, consultative support, and exceptional service delivery.
- Identified recurring client concerns and partnered with leadership to recommend service enhancements and process improvements.
- Maintained detailed customer records while ensuring regulatory compliance and operational accuracy.
- Consistently contributed to customer satisfaction and retention by providing responsive, solution-oriented support.
Premium Transaction Service Representative
Fidelity Investments
Westlake, Texas
08.2018 - 08.2019
- Managed complex client transactions and account servicing activities.
- Maintained high customer satisfaction through efficient issue resolution and proactive communication.
- Partnered with internal teams to improve service processes and customer outcomes.
- Utilized CRM systems to document client interactions and identify service opportunities.
Financial Services Representative
Fidelity Investments
Westlake, Texas
12.2015 - 08.2018
- Assisted clients with investment and account-related inquiries while delivering personalized service.
- Exceeded productivity and service expectations through effective issue resolution and relationship management.
- Educated clients on financial products and digital tools to improve customer engagement and self-service adoption.
Bank Teller / Customer Service Representative
Wells Fargo & Company
Fort Worth, Texas
11.2014 - 12.2015
- Delivered exceptional front-line customer support while processing financial transactions accurately.
- Resolved customer concerns and strengthened client relationships through consultative service.
- Recognized for professionalism, accuracy, and commitment to customer satisfaction.
Education
Bachelor of Arts - Business Administration And Management
The University of Texas At Arlington
Arlington, TX05-2014
Associate of Arts - Business Administration
Tarrant County Community College
Fort Worth, TX05-2011
Skills
- Customer Experience Management
- Customer Success
- Client Retention
- Relationship Management
- Stakeholder Engagement
- Escalation Resolution
- Process Improvement
- Service Delivery
- Customer Satisfaction
- Customer Journey Optimization
- Cross-Functional Collaboration
- Account Management
- Strategic Communication
- Reporting & Analytics
- Workflow Optimization
- CRM Systems
- Quality Assurance
- Team Leadership
- Operations Management
- Problem Solving
Timeline
Senior Manager
Fidelity Philanthropic Services
09.2021 - Current
Client Service Representative
Fidelity Investments
08.2019 - 09.2021
Premium Transaction Service Representative
Fidelity Investments
08.2018 - 08.2019
Financial Services Representative
Fidelity Investments
12.2015 - 08.2018
Bank Teller / Customer Service Representative
Wells Fargo & Company
11.2014 - 12.2015
Bachelor of Arts - Business Administration And Management
The University of Texas At Arlington
Associate of Arts - Business Administration
Tarrant County Community College