HEATHER LUSIAK
Holly Springs,NC
Summary
Hardworking, results-driven professional with a strong work ethic and expertise in client relationship management, retention, and upselling. Thrives both independently and collaboratively, quickly adapting to new processes to drive business performance, enhance client satisfaction, and deliver measurable service value. Resourceful and motivated, with a focus on growth, efficiency, and maximizing opportunities to support company objectives.
Overview
5
5
years of professional experience
Work History
Survivor Services Case Manager
Fidelity Investments
Durham, NC
08.2024 - Current
- Built trust with clients by providing personalized support and guiding them through complex processes, driving long-term relationship retention.
- Managed a high-volume portfolio with precision, balancing client needs with organizational goals to ensure seamless renewals and compliance.
- Oversaw multi-step account transitions involving legal, financial, and procedural elements, ensuring accuracy and efficiency from start to finish.
- Partnered with legal, compliance, and operations teams to resolve escalations, streamline workflows, and enhance customer satisfaction.
- Maintained proactive communication and status updates, resulting in consistently high customer satisfaction and repeat engagements.
- Utilized Salesforce, XTRAC, and CRM tools to document survivor interactions, track key service metrics, and identify opportunities to improve processes and strengthen client relationships
- Achieve 100% of daily outbound call targets, balancing 15 calls with 50% contact adherence to ensure consistent client engagement.
- Maintain 95%+ schedule adherence daily, reinforcing dependability and operational excellence that support client satisfaction and retention
- Received several recognitions for Customer Obsessed and Owning the Outcome from my manager and several teammates.
- Achieved top-box performance in CEI surveys for Overall Experience, Service, and Knowledge, reinforcing trust and strengthening long-term client relationships critical to renewal success
- Manage case assignments by splitting cases and conducting intro, NIGO, kit, and final calls to guide survivors through each stage of the process.
- Deliver attentive client communication and efficient case management, setting clear expectations and meeting SLAs to enhance satisfaction, trust, and retention
Financial Associate II
Fidelity Investments
Durham, NC
04.2022 - 08.2024
- Gained knowledge of the company's products and services to effectively answer customer questions.
- Documented detailed notes regarding each interaction with customers in order to ensure accurate follow-up actions were taken.
- Proficient with FPRS, PSW, Payment & Taxes, Plan Profile, DCW, Focuspoint and HOBS programs and processes.
- Analyzed trends in customer feedback to identify areas of improvement within the organization.
- Developed rapport with customers through friendly conversations and active listening.
- Analyzed data collected from surveys for potential areas of improvement.
- Utilized problem-solving techniques to identify root causes of customer complaints and develop effective solutions.
- Developed strong customer relationships and loyalty through effective communication.
- Took ownership of escalated cases, resolving issues promptly and maintaining client trust.
Customer Care Agent
Pet Partners Inc.
Raleigh, NC
03.2021 - 04.2022
- Conferred with customers by telephone to provide product or service information.
- Provided customer service support, including resolving complaints and answering questions.
- Assisted customers with inquiries in a timely and professional manner.
- Resolved customer service or billing complaints by refunding money, or adjusting bills.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions regarding denied claims.
- Proactively educated clients on additional pet insurance offerings and facilitated handoffs to sales reps, driving upsell opportunities while maintaining strong client relationships
Education
GED -
Central Piedmont Community College
Charlotte, NC12-2013
Associate of Arts - Marketing Management
Wake tech community co
Raleigh08-2016
Skills
- Strong Knowledge of Fidelity Health & Welfare and Defined Contributions Products
- Active listening
- Organization and multitasking
- Documentation and reporting
- Relationship building
- Email and telephone etiquette
- Proficient in Microsoft Office
- Strong Analytical and Problem-Solving Skills
- Excellent Verbal, Written, and Interpersonal Communication Abilities
- Strong Team Collaboration Skills
- Case management and documentation
- Time management
- Problem-solving
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
GED -
Central Piedmont Community College
Associate of Arts - Marketing Management
Wake tech community co
Community Service
Best Friends Pet Adoption Agency, Foster Care Provider, Holly Springs, NC, 2021-01, Present, Provided compassionate care and support to foster cats in a residential setting., Assisting with recovery process for cats post spay & neuter surgeries., Providing medication for cats orally or through injections., Gives feedback regarding potential adopters.