Wells Fargo Account Resolution Manager

Highly motivated and results-oriented manager with 10+ years experience and a proven ability to

perform multiple duties efficiently and professionally. Skilled in supervising, coaching, and developing team members through a fair and consistent approach. Skilled at motivating staff, making sound decisions, and collaborating effectively with managers and colleagues at all levels. Committed to leading by example, embracing continuous learning, and applying creative solutions to new challenges.

Wells Fargo - SLC, UT

Account Resolution Manager

Managed and supported a team of 15-25 employees, consistently exceeding team performance goals by at least 10%. While ensuring adherence to current departmental policies and procedures. Analyzed and reported on team performance metrics on a daily and monthly basis, delivering insights to drive productivity and goal attainment. Handled high-level customer escalations, resolving complex credit card issues and improving customer satisfaction scores by 35%.

Partnered with cross-functional departments to coordinate solutions and followed up with customers to ensure resolution and satisfaction.

Facilitated weekly team meetings and one-on-one coaching sessions to review performance goals, provide feedback, and support employee development. Implemented corrective action plans for underperformance, establishing clear expectations and performance standards.

Contributed to annual strategic initiatives and project teams to identify trends, develop operational strategies, and minimize risk for the organization. Frequently managed special projects outside the scope of core responsibilities. Spearheaded the rapid transition of a 235-person in-person workforce to a fully remote environment within days in response to the COVID-19 pandemic which included: Wells Fargo - SLC, UT

Team Lead/Supervisor Intern

September 2019 - April 2025

September 2012 - September 2019

PROFESSIONAL SUMMARY

801-***-**** · **********@*****.*** ·

19 E Alfred Ave, Kaysville UT 84037

TRENT ALLRED

PROFESSIONAL EXPERIENCE

Monitored and evaluated team member calls monthly to ensure quality and adherence to standards. Conducted bi-weekly one-on-one coaching sessions with team members to provide feedback and improve performance.

Participated in monthly Operational Excellence Team (OET) meetings with leads to ensure compliance with FDCPA, SCRA, and NACHA regulations. Effectively managed complaints, conducted account audits, and resolved customer questions, issues, and concerns, consistently exceeding customer satisfaction targets. Overseeing the ordering, distribution, and testing of all necessary equipment. Maintaining a thorough inventory of remote work equipment. Documenting issues encountered during the equipment rollout. Ensured full compliance with regulatory requirements by meticulously tracking and organizing all necessary legal documentation for remote work arrangements. Wells Fargo - SLC, UT

Wells Fargo - SLC, UT

Back-end Collector Credit Card Services

Front-end Auto Finance Collector

May 2011 - September 2012

August 2006 - May 2011

Salt Lake Community College - SLC, UT 2001 - 2002

Classes focused in business and computer programming. EDUCATION

Collected on credit card accounts 91-180 days past due (DPD), consistently achieving a collection rate of 65% or higher.

Ensured compliance with all Wells Fargo policies, government regulations, and call model standards.

Delivered exceptional customer service by assisting clients with multiple products and loans, facilitating resolutions through payment plans and hardship programs. Adhered to evolving internal policies, procedures, and call guidelines with accuracy and consistency.

Successfully performed all responsibilities independently, with minimal supervision. Managed and collected on auto loan accounts 0-90 days past due (DPD), consistently achieving a collection rate of 90%.

Reviewed accounts to identify potential offsets and repayment options. Conducted skip tracing to locate updated contact information for customers previously unreachable, facilitating successful resolutions.

Served on the “Escalation team”, providing real-time support to collectors with strategies and effective communication techniques to secure payments during calls. SKILLS & ABILITIES

Strong work ethic with a focus on delivering high quality results. Consistently led the highest-performing team under my direct manager. Achieved outstanding contact rates with customers. Maintained a strong track record of resolving 95% of issues during the initial call, minimizing the need for follow-up or escalation.

Demonstrated excellent organizational and multitasking skills, consistently ensuring timely project completion.

Proven customer service expertise while adhering to company policies. Effective management and motivational skills, leading by example and addressing team concerns. Proven ability to build and lead high-performing teams by aligning individual goals with management directives, consistently driving positive outcomes. Completed a six-month Supervisor Internship Program, directly supervising a team of 10 new-hire collectors which included providing consistent training, guidance, and performance feedback, resulting in 90% of the new hires becoming high performers within the department by the program's end.

Collaborated with leadership on multiple occasions to oversee daily operations across multiple teams simultaneously.

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