Heather Lusiak
Holly Springs,NC
Summary
Customer Success specialist adept at preserving client relationships and reducing churn within a regulated environment. Successfully managed escalations and enhanced service quality, leveraging data insights and cross-functional collaboration to improve client outcomes and drive department-level KPIs.
Overview
13
13
years of professional experience
Work History
Survivor Services Case Manager
Fidelity Investments
Durham, NC
08.2024 - 05.2026
- Managed a portfolio of 150+ accounts for enterprise clients including Disney, AT&T, and General Motors, maintaining 94% retention through proactive engagement and risk mitigation
- Earned top-box satisfaction scores across Overall Experience, Service, and Knowledge, directly contributing to department-level KPIs
- Partnered with legal, compliance, and operations to resolve complex escalations and guide clients, protecting revenue and preserving client relationships
- Tracked engagement and managed case cycles end-to-end within SLA requirements using Salesforce CRM, ensuring timely and effective service delivery
- Monitored account health signals and analyzed feedback to identify at-risk clients early, implementing process improvements that enhanced client satisfaction and supported renewal outcomes
Financial Associate II
Fidelity Investments
Durham, NC
04.2022 - 08.2024
- Managed 40+ daily client cases, fostering strong relationships and ensuring high service quality
- Assisted customers in navigating financial products and making informed purchasing decisions
- Maintained detailed Salesforce CRM documentation to ensure seamless follow-up and prevent service gaps
- Analyzed patterns in customer inquiries to inform process improvements
Customer Care Agent
Pet Partners Inc.
Raleigh, NC
03.2021 - 04.2022
- Handled 50+ daily customer interactions, addressing product inquiries and billing issues for e-commerce
- Resolved issues for dissatisfied customers by identifying root causes and providing timely solutions
- Facilitated subscription renewals and uncovered upsell opportunities with sales team
Food and Beverage Hospitality
Various Employers
01.2013 - 01.2021
- Developed customer-facing skills over 8 years in high-volume hospitality environments, focusing on sales, communication, conflict resolution, and relationship-building to enhance guest experience
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Ensured smooth workflow by effectively managing routine responsibilities.
Education
GED -
Central Piedmont Community College
Charlotte, NC09-2013
Skills
- Client Relationships
- Churn Reduction
- Account Upselling
- Cross-Functional Collaboration
- Client advocacy
- Account retention strategies
- Conflict resolution
- Organization and multitasking
- Risk assessment
- Client management
- Case documentation
- Salesforce CRM
- Teams
- Excel
- Microsoft 365
- Google Suite
Timeline
Survivor Services Case Manager
Fidelity Investments
08.2024 - 05.2026
Financial Associate II
Fidelity Investments
04.2022 - 08.2024
Customer Care Agent
Pet Partners Inc.
03.2021 - 04.2022
Food and Beverage Hospitality
Various Employers
01.2013 - 01.2021
GED -
Central Piedmont Community College