10 Fidelity customer service leaders
Vice President, Participant Services, Vice President of Client Services and Vice President, Client Service Operations are among the current titles on this list of Fidelity customer service leaders. A reader can learn how customer service leaders work at Fidelity from people who have held the role.
Professionals to explore
Amy Malatesta
LinkedInExperience: Vice President, Client Service Operations · Fidelity Investments
Amy Malatesta has been Vice President, Client Service Operations at Fidelity Investments since February 2023, based in Phoenix, Arizona. Amy Malatesta was Director, Product Operations at Lively, Inc. from 2022 to 2023, Director of Product Management at HealthEquity from 2019 to 2022 and Director, Relationship Management at WageWorks from 2014 to 2019.
Catherine Madrigal
LinkedInExperience: Vice President, Participant Services · Fidelity Investments
Catherine Madrigal has been Vice President, Participant Services at Fidelity Investments since January 2026, leading and developing People Leaders who support teams of call center associates, the profile says. At Fidelity Investments, Catherine Madrigal was Vice President, Client Service Management from 2021 to 2026 and Vice President, Communication & Education from 2013 to 2021.
Elisabeth Murphy
LinkedInExperience: Vice President Client Experience /Client Services · Fidelity Investments
Elisabeth Murphy has been Vice President Client Experience /Client Services at Fidelity Investments since January 2017, based in Suffolk County, Massachusetts. At Fidelity Investments, Elisabeth Murphy was Vice President, Client Onboarding from 2009 to 2017, Director, Client Onboarding from 2006 to 2009 and Director, Client Transition Services from 2005 to 2006.
Joseph Kang
LinkedInExperience: Vice President, Client Experience Operations · Fidelity Investments
Joseph Kang has been Vice President, Client Experience Operations at Fidelity Investments since January 2025, based in Fort Worth, Texas. At Fidelity Investments, Joseph Kang was Vice President, Service Integration from 2021 to 2025, Director, Platform Consultant from 2018 to 2021, Client Experience Trainer from 2013 to 2018 and Client Manager from 2011 to 2013.
Letia Parker Cruson
LinkedInExperience: Vice President Client Services · Fidelity Investments
Letia Parker Cruson has been Vice President Client Services at Fidelity Investments since July 2021, based in Keller, Texas. At Fidelity Investments, Letia Parker Cruson was Learning Solutions Delivery Operations Director from 2014 to 2021 and, the profile says, Vice President, 401k Participant Services Group Call Center from 1996 to 1999.
Matt Prillaman
LinkedInExperience: VP - Client Service Leader - Regional Center Satellite · Fidelity Investments
Matt Prillaman has been VP - Client Service Leader - Regional Center Satellite at Fidelity Investments since March 2022, based in Charlotte, North Carolina, and describes specializing in Contact Center and Operations, the profile says. Matt Prillaman was Head Of Client and Advisor Contact Center at Equitable from 2021 to 2022 and Director - Customer Service at Equitable in 2021.
Michelle Cormier
LinkedInExperience: Vice President, CSM Team Leader · Fidelity Investments
Michelle Cormier has been Vice President, CSM Team Leader at Fidelity Investments since January 2026, based in Dedham, Massachusetts. At Fidelity Investments, Michelle Cormier was Director, Client Services Management from 2021 to 2026, Senior Client Services Manager from 2017 to 2021 and Operations Delivery Leader from 2011 to 2017.
Patrice Blum
LinkedInExperience: Vice President, Client Services Leader · Fidelity Investments
Patrice Blum has been Vice President, Client Services Leader at Fidelity Investments since March 2022, based in Durham, North Carolina. Patrice Blum was Vice President, Client Services & Vendor Relationship Management at ProShares from 2021 to 2022 and Vice President Client Services at ProFund Advisors LLC from 2006 to 2021.
Ryan Woods
LinkedInExperience: Vice President of Client Services · Fidelity Investments
Ryan Woods has been Vice President of Client Services at Fidelity Investments since January 2023, based in Wake Forest, North Carolina. At Fidelity Investments, Ryan Woods also held the title Director Of Client Services from 2016 to 2025 and was Program Manager from 2006 to 2016, and the profile lists project management and change management among the areas of experience.
Steve Ossinger
LinkedInExperience: Vice President, Client Service Management · Fidelity Investments
Steve Ossinger has been Vice President, Client Service Management at Fidelity Investments since February 2022, based in Pelham, New Hampshire. At Fidelity Investments, Steve Ossinger was Vice President, Talent & Learning Delivery from 2014 to 2022, Director, Customer Experience from 2012 to 2014 and Director, Program/Process Management from 2009 to 2012.
Choose the right perspective
Match the person's area, such as participant services call centers, regional center client service, client service operations, client service management or client experience, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your client service role at Fidelity?
- 02How do you decide which customer calls a phone associate should resolve on the first contact and which go to specialized service teams?
- 03What has your own work taught you about developing the people leaders who run call center teams?
Reaching Fidelity customer service leaders
How can I contact one of these Fidelity customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 1 company: Fidelity Investments, based on profile data retrieved on October 27, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach Fidelity customer service leaders?
You choose the offer, starting at $5 per person. The offer is what the person receives, and Instant Expert's fee is added on top, so a $100 offer costs you $125. The fee is 20% of what you pay. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.