CRYSTAL KEYSER
Chillicothe,OH
Summary
Senior Implementation Lead with 13+ years of experience delivering complex group benefits onboarding and post-sale implementations in highly regulated environments. Known for developing customized implementation strategies, managing multi-workstream projects, and serving as the primary client and internal point of contact to ensure on-time high-quality delivery. Trusted partner to clients, brokers, and internal teams, with a strong customer first mindset and a proven ability to adapt to changing priorities while maintaining operational excellence.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Implementation Lead
Guardian Life
Remote
01.2022 - 01.2026
- Lead end-to-end implementation strategy for new and transitioning group clients, aligning client objectives, internal capabilities, and regulatory requirements while managing multiple concurrent implementations with aggressive timelines.
- Managed a consistent caseload of 30 complex group implementations, scaling to 60+ cases during peak onboarding cycles while meeting aggressive deadlines.Serve as the primary client and broker contact throughout post-sale onboarding, delivering a high-touch experience through proactive communication, status calls, and issue resolution.
- Establish and enforce project milestones and documentation deadlines to ensure on-time, accurate go-lives.
- Perform comprehensive data audits and testing, including eligibility and history file validation, to ensure configuration accuracy and operational readiness.
- Partner cross-functionally with EDI, operations, testing, and case management teams to resolve setup issues and coordinate successful implementations.
- Drive continuous improvement by identifying process gaps and contributing to job aids, process maps, and training resources.
Implementation Lead
Guardian Life
01.2013 - 01.2022
- Managed end-to-end implementation activities for group clients with 100–499 lives, executing standardized onboarding processes from post-sale through go-live.
- Coordinated required documentation, eligibility files, and setup materials to support accurate configuration and on-time implementations.
- Partnered with internal teams (operations, testing, EDI, case management) to resolve setup issues and ensure readiness for go-live.
- Served as a consistent point of contact for clients and brokers, providing status updates and resolving questions throughout implementation.
- Built a strong track record of successful implementations and client satisfaction, resulting in promotion to Senior Implementation Lead.
Customer Response Unit (CRU)
Guardian Life
01.2012 - 01.2013
- Served as a frontline support for Planholders and brokers resolving inquiries related to eligibility, plan configuration, claims, and billing.
- Delivered first-call resolution by investigating issues across multiple systems and coordinating with internal departments as needed.
- Explained group plan benefits, coverage details, and administrative processes clearly and accurately to diverse audiences.
Technical Support Representative
T-Mobile
Bethlehem, PA
11.2009 - 07.2012
- Resolved customer inquiries through effective troubleshooting and issue resolution strategies.
- Provided technical support via multiple channels, including phone, chat, and email.
- Documented customer interactions in CRM system to ensure accurate record-keeping and follow-up.
- Assisted team in implementing improvements to processes for enhanced efficiency and customer satisfaction.
- Stepped up as the acting supervisor during management absences, handling team questions, resolving escalated customer issues, and keeping daily operations running smoothly.
- Navigated internal tools and diagnostic software quickly to identify issues and provide accurate, efficient solutions.
Customer Service Representative
Wachovia Bank
Bethlehem, PA
09.2005 - 11.2009
- Assisted retail banking customers with their daily accounts, inquiries, and transaction needs with a focus on friendly and accurate service..
- Collaborated with team members to streamline workflow processes and improve response times.
- Trained new staff on customer service protocols and system navigation for optimal performance.
- Managed escalated customer complaints effectively, ensuring timely resolution and enhanced client trust.
- Handled routine and complex account issues efficiently, making sure everything stayed complaint within bank guidelines.,
- Assisted with identifying elder fraud proactively resulting in customer safety security.
Education
High School Diploma -
Saucon Valley Senior High School
Hellertown, PASkills
- ACE/FINEOS Experience
- Experience with SaaS Platforms
- Multi-Project & Timeline Management
- Client-Focused Communication Skills
- Problem-Solving & Troubleshooting Ability
- Ability to Work Independently and Collaboratively
- Strong Attention to Detail
- Accountability & Deadline Enforcement
- Risk & Issue Management
- Complex Group Benefit Implementation
- Data Exchange & File Feed Coordination
- State Paid Leave Subject Matter Expert
- FMLA Subject Matter Expert
- Client-Specific Implementation Strategy
- Cross-Functional Coordination
Certification
Ohio Life, Accident and Health Insurance License - in progress (Expected Exam Date: June 2026)
Timeline
Senior Implementation Lead
Guardian Life
01.2022 - 01.2026
Implementation Lead
Guardian Life
01.2013 - 01.2022
Customer Response Unit (CRU)
Guardian Life
01.2012 - 01.2013
Technical Support Representative
T-Mobile
11.2009 - 07.2012
Customer Service Representative
Wachovia Bank
09.2005 - 11.2009
High School Diploma -
Saucon Valley Senior High School