Blake Kessler
Ankeny,Iowa
Summary
Dynamic Senior Customer Resolution Consultant at Wells Fargo with a proven track record in conflict resolution and stakeholder management. Expert in negotiating amicable solutions while advocating for customers. Adept at regulatory compliance and effective communication, driving successful outcomes in complex situations. Committed to enhancing customer relationships and streamlining processes.
Overview
23
23
years of professional experience
Work History
Senior Customer Resolution Consultant
Wells Fargo
Des Moines, Iowa
11.2019 - 12.2025
- Mediated discussions on behalf of the bank to establish effective resolutions for complex customer issues.
- Mediated discussions between customers and departments to resolve conflicts and enhance customer satisfaction.
- Negotiated amicable solutions in meetings with parties involved in disputes to restore customer trust.
- Managing stakeholder relationships with customers, legal representatives and business partners
- Managing complex and sensitive customer issues
Implementation Associate
Wells Fargo
Des Moines, Iowa
09.2017 - 03.2019
- Coordinated implementation plans, adhering to specific guidelines and competing timelines to meet project deadlines
- Collaborated with partners to develop and deliver requirements and changes, ensuring alignment with project goals
- Provided input and solutions for systems of record, enhancing processes in home preservation and liquidation departments
DIL Negotiator
Wells Fargo
Des Moines, Iowa
10.2015 - 02.2019
- Submitted DIL files to UW for decision and collected documents for recording.
- Cleared titles of encumbrances to enable re-marketing of properties
- Coordinated with 3rd party vendors and internal employees to meet project deadlines
- Updated and streamlined processes to eliminate gaps in workflow
Credit Underwriter
Agricredit
Des Moines, Iowa
12.2014 - 09.2015
- Evaluated credit applications to assess risk and ensure compliance with underwriting guidelines
- Communicated with dealers to provide updates on application status and facilitate deal progress
- Addressed inquiries and resolved issues from dealer partners to maintain strong relationships
- Stayed current on programs and offerings across wide ranges of financial products
Client Manager - Magazines and Media
CDS Global
Des Moines, Iowa
10.2007 - 12.2014
- Executed comprehensive marketing plans for three publishing clients, overseeing all phases from initiation to fulfillment
- Resolved client escalations, ensuring timely mailings and client satisfaction
- Managed workday to ensure on-time project completion with minimal oversight
- Collaborated with other departments and all levels of management
- Attended ongoing training to use and explain new system and digital processes
Loan Doc Representative
Wells Fargo Financial
Des Moines, Iowa
05.2004 - 10.2007
- Processed document packages for underwriting to support efficient evaluation of loan applications.
- Verified all necessary income documents were accounted for.
- Notified branches of outstanding or completed documents to facilitate communication and expedite loan processing.
- Assisted branch locations in gathering and organizing loan application documents from borrowers to ensure timely processing.
Collector
Wells Fargo Financial
Des Moines, Iowa
10.2002 - 05.2004
- Processed and applied incoming payoff checks from branches and agents to loans, ensuring accurate account updates.
- Verified and ensured correctness of updated payoffs to maintain accurate financial records.
- Communicated with payees regarding short checks due to disbursements to resolve discrepancies.
- Processed incoming document packages for deposit.
- Serviced accounts deemed eligible to have interest stopped at the time of receipt
Education
Bachelor of Science - Exercise Science
Iowa State University
Ames, IA08.2002
Skills
- Customer advocacy
- Stakeholder management
- Conflict resolution
- Customer relationship management
- Negotiation techniques
- Regulatory compliance
- Risk assessment
- Effective communication
- Attention to detail
References
- Andy Richardson, Communication & Security Consultant, Electronic Engineering, (515) 556-6569
- Pat Young, Operational Risk Consultant, Wells Fargo, (515) 213-3234
- Andrew Erps, Quality Assurance Analyst, Wells Fargo, (515) 577-3601
- Chuck Brun, Project Manager, Centurylink, Charles.Brun@centurylink.com, 515-371-3429
Volunteer And Community Involvement
- Polk County Sherriff’s Department Citizen Brigade, 01/01/23, 12/31/25
- Christkindlmarket Des Moines, 01/01/15, 12/31/25
- Principal Charity Classic, 01/01/06, 12/31/15
- Jolly Holiday Lights, 01/01/13, 12/31/19
- Des Moines Bicycle Collective, 01/01/15, 12/31/15
Timeline
Senior Customer Resolution Consultant
Wells Fargo
11.2019 - 12.2025
Implementation Associate
Wells Fargo
09.2017 - 03.2019
DIL Negotiator
Wells Fargo
10.2015 - 02.2019
Credit Underwriter
Agricredit
12.2014 - 09.2015
Client Manager - Magazines and Media
CDS Global
10.2007 - 12.2014
Loan Doc Representative
Wells Fargo Financial
05.2004 - 10.2007
Collector
Wells Fargo Financial
10.2002 - 05.2004
Bachelor of Science - Exercise Science
Iowa State University