Summary
Overview
Work History
Skills
Timeline
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Katrina Dunlap

Logan,UT

Summary

Dynamic Onboarding Trainer and Assistant Team Leader with a proven track record at Conservice. Solid background with being a bridge between onboarding clients, managing the client experience, and providing the tools for team members to succeed and thrive. Highly skilled in creative problem solving, relationship building, and public speaking, I led engaging and informative trainings, directly resulting in client satisfaction. I am an expert in fostering team collaboration and driving exceptional customer service standards.

Overview

7
7
years of professional experience

Work History

New Accounts - Assistant Team Lead

Conservice Utility Management & Billing
02.2025 - Current
  • Maintained a professional, organized, and safe environment for employees and patrons.
  • Led employee relations with our clients through effective communication, coaching, training, and development.
  • Collaborated with senior management on strategic planning efforts, aligning departmental objectives with the overall company vision.
  • Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
  • Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.

Onboarding Trainer

Conservice Utility Management & Billing
09.2022 - 02.2025
  • Developed training material and resources by collaborating with team members and leadership to ensure continued client satisfaction and success.
  • Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
  • Identified pain points and enhanced team performance for increased productivity through targeted coaching and development initiatives.
  • Performed various admin tasks to collect viable data for leadership as well as improve the Onboarding experience for our clients.
  • Implemented performance metrics to track quality and productivity.

NAS Setup Specialist/QC Specialist

Conservice Utility Management & Billing
11.2018 - 09.2022
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained an up-to-date knowledge of relevant industry regulations and standards to ensure compliance across all operations.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Maintained detailed records of setup processes, enabling quick reference for future projects.
  • Contributed to continuous improvement initiatives by suggesting enhancements to current setup procedures.
  • Provided exceptional customer service when working alongside clients during the setup process.

Skills

    High adaptability

    Strong presenter

    Team player

    Considerate yet direct

    Planning and Coordination

    Charismatic

    Public Speaking

    Creative problem solving

    Personable

    Continuous Improvement

Timeline

New Accounts - Assistant Team Lead

Conservice Utility Management & Billing
02.2025 - Current

Onboarding Trainer

Conservice Utility Management & Billing
09.2022 - 02.2025

NAS Setup Specialist/QC Specialist

Conservice Utility Management & Billing
11.2018 - 09.2022

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Katrina Dunlap