Crystal Peel

About Crystal Peel

Client services and benefits technology leader with 15+ years of experience supporting enterprise employer clients. Known for serving as the bridge between complex client needs and cross-functional delivery teams, particularly during high-pressure initiatives like Annual Enrollment. Passionate about building trusted relationships, improving service delivery, and ensuring clients feel supported, informed, and confident in the solutions they use.

Experience

1. Senior Client Services Manager

   Empyrean

   Apr 2025 — Present

   Lead service delivery and client experience for enterprise employer client using a benefits administration platform. Serve as the primary liaison between clients and cross-functional internal teams to ensure clear communication, timely execution, and high service standards—particularly during Annual Enrollment and other high-impact initiatives.Key responsibilities & achievements • Act as the primary point of contact for complex employer clients, aligning on goals, timelines, and system outcomes • Lead client meetings, service reviews, and administrator training to ensure strong platform adoption and understanding • Coordinate and support Annual Enrollment activities, proactively managing open items, risks, and dependencies • Partner closely with product, engineering, legal, finance, and service center teams to resolve issues and improve service delivery • Maintain and update client documentation, including SOPs, workflows, and process materials • Identify trends, gaps, and training needs to support continuous improvement across service teams • Perform effectively in high-pressure, fast-paced environments while maintaining strong client relationships and service standards

Skills

• Customer Service
• Training
• Vendor Management
• Powerpoint
• Microsoft Excel
• Business Process Improvement
• Visio
• Management
• Team Building
• Banking
• Leadership
• Insurance
• Project Management
• Benefits Administration
• Public Speaking
• Account Management
• Health Insurance
• Fsa
• Business Analysis
• Employee Benefits
• Hipaa
• Strategic Planning
• Call Centers
• Business Development
• Hsa
• Health Savings Accounts
• Process Improvement
• Microsoft Office
• Sales