Director, risk management

As Nucleus’ Director of Risk Management, Crystal implements strategies for continued client success and oversees the growth of the Risk Management team. She brings over 16 years of insurance industry experience with a proven track record on delivering meaningful and scalable customer experiences by leveraging digital solutions, continuous business process improvement, higher employee engagement, and a customer-centric culture.

Prior to joining Nucleus in November 2022, Crystal served as Vice President of Customer Experience and Annuity Operations for Highland Capital. Additionally, Crystal oversaw the Annuity New Business, NBA, and Broker Contracting teams, where she improved processes, quality assurance, and customer-centricity. She holds a Bachelor of Science in Business Management from UAB and is a Certified Customer Experience Professional “CCXP” and Certified Customer eXperience Executive “CCXE”.

Crystal is passionate about looking beyond herself to serve and help others through love, compassion, and kindness. She believes in bringing positivity, energy, and enthusiasm to everything that she does while remaining optimistic and embracing change. She loves opportunities that help her grow, constantly accepting the challenge to become a better version of herself. These are some reasons connection and withness® are the two Nucleus values she embraces the most.

Crystal resides outside Chattanooga, Tennessee with her husband and three young boys. A lover of the outdoors, she has a passion for nature and outdoor sports. You can find her and her family enjoying anything from kayaking, to off-roading, to hiking the beautiful landscapes of Tennessee.