NATHAN HATFIELD
Eagle Mountain,UT
Summary
People-focused customer service and training leader with experience managing teams, facilitating company-wide learning programs, leading process-improvement projects, and coaching employees toward stronger confidence, consistency, and performance. Combines frontline operational success with a hands-on leadership style centered on practical application, accountability, and employee development.
Overview
9
9
years of professional experience
Work History
Financial Services Representative (FSR)
Mountain America Credit Union
Eagle Mountain, UT
10.2025 - Current
- Deliver a high-trust service by assessing member needs and recommending solutions that support financial well-being and strengthen the overall member experience.
- Coached and onboarded Financial Services Representatives on systems, service standards, lending conversations, and debriefs to enhance member rapport.
- Led peer support initiatives through structured debriefs, practical feedback, and role-play, fostering confidence and ownership in team members.
Member Services Representative (MSR)
Mountain America Credit Union
Eagle Mountain, UT
07.2024 - 09.2025
- Delivered relationship-focused service by identifying member needs, resolving concerns, and recommending financial solutions that enhanced member satisfaction.
- Facilitated targeted morning training meetings for multiple branches, aligning content with local performance needs to drive improvement in key metrics.
- Onboarded new hires as a 'Trail Guide,' reinforcing best practices and accountability to boost consistency and branch performance.
NEW HIRE TRAINER, TRAINING & DEVELOPMENT
SelectHealth
Murray, UT
05.2022 - 03.2024
- Facilitated company-wide de-escalation and culture training, delivering practical instruction that enhanced employee confidence and readiness.
- Led training-improvement projects with supervisors across departments to align onboarding content with operational expectations.
- Developed onboarding methods emphasizing hands-on learning and collaboration, strengthening new-hire confidence and retention.
Personal Training Manager
VASA Fitness
Orem, UT
08.2017 - 10.2020
- Managed personal training operations at one of VASA Fitness’s largest locations, enhancing customer experience, optimizing team performance, and achieving client retention and daily business goals.
- Led and developed a team of nine personal trainers through onboarding, coaching, and performance feedback, focusing on individual growth and accountability.
- Cultivated a results-driven team culture by leading meetings, reinforcing standards, and enhancing trainer-client relationships and professional performance.
Skills
- Customer Experience
- Onboarding Support
- Learning Development
- Performance Coaching
- Process Improvement
- People Leadership
Timeline
Financial Services Representative (FSR)
Mountain America Credit Union
10.2025 - Current
Member Services Representative (MSR)
Mountain America Credit Union
07.2024 - 09.2025
NEW HIRE TRAINER, TRAINING & DEVELOPMENT
SelectHealth
05.2022 - 03.2024
Personal Training Manager
VASA Fitness
08.2017 - 10.2020