Richard Fredrick
ANKENY
Summary
Senior Account Resolution Specialist with extensive experience in account recovery management and conflict resolution. Achieved significant improvements in resolution rates through strategic process enhancements and superior customer service. Skilled in mentoring teams and utilizing strong negotiation abilities to boost customer retention and satisfaction. Proven ability to thrive in fast-paced environments with expertise in research strategies, claims handling, and payment plans.
Overview
21
21
years of professional experience
Work History
Senior Account Resolution Specialist
Wells Fargo Bank
West Des Moines
12.2008 - 05.2025
- Executed strategic initiatives for account recovery, significantly improving resolution rates.
- Streamlined account resolution processes by identifying bottlenecks and implementing efficient workflows.
- Guided customers through financial challenges with personalized strategies and clear communication.
- Maintained detailed documentation of account activities to ensure regulatory compliance.
- Partnered with cross-functional teams to resolve escalated issues and strengthen internal relationships.
- Mentored junior specialists in case management while upholding exceptional service standards.
- Demonstrated advanced communication skills to clarify complex account matters for clients.
- Utilized various computer applications, including Microsoft Office Suite, Teams, ECaR, Shaw, MSP, and FDR.
- Performed full research to check claims and possible solutions to individual issues.
- Researched account discrepancies to determine appropriate resolutions.
- Identified and resolved customer issues in a timely manner.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
Assistant Sales Manager
Kum & Go
Grimes
08.2004 - 05.2009
- Managed daily operations of the sales floor to ensure smooth functionality.
- Communicated effectively with customers to address inquiries and resolve issues.
- Managed a team of sales representatives by providing guidance, training, and support.
- Resolved customer complaints regarding sales and service.
- Coached, developed and motivated team to achieve revenue goals.
Education
DMACC -
DMACC
Ankeny, IA12.2005
Skills
- Adaptability and flexibility
- Conflict resolution
- Customer service excellence
- Negotiation and persuasion
- Time management
- Problem-solving skills
- Attention to detail
- Team collaboration
- Regulatory compliance
- Interpersonal communication
- Sales strategies and techniques
- Customer retention strategies
- Account recovery management
- Effective communication
- Mortgage banking and analysis
- Strong negotiation skills
Timeline
Senior Account Resolution Specialist
Wells Fargo Bank
12.2008 - 05.2025
Assistant Sales Manager
Kum & Go
08.2004 - 05.2009
DMACC -
DMACC
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