Andrew Holt

About Andrew Holt

Senior Vice President Call Center and Operations leader with a proven track record leading large virtual teams. Demonstrated success designing customer experiences, offshore operations, compliance, risk management, strategic decision making and culture/team building. Expertise in coaching and development with a focus on performance improvement, change management and customer experience. Contact h••••••••@gmail.comKnown as a “get things done” leader, I build strong teams who are committed to successfully execute the matter at hand. My ability to communicate a vision and to build a loyal team allows me to bring together a diverse group of team members to achieve strong results and to represent the organization. Recognized for being able to connect with all levels of the organization and for having high emotional intelligence. I harness my skills to help the team and customer succeed.As a Regional Call Center Manager and Senior Vice President with Wells Fargo I provided leadership to multiple domestic and international inbound customer service and sales call centers overseeing a team of over 1500 team members. In this role I have led multiple critical initiatives including building a new second level support queue and overseeing Wells Fargo’s international call center in Manila, Philippines. I helped the team consistently provide best in class customer service while improving productivity.As a Call Center VP, I led individual call centers in Minnesota and Oregon respectively. I focused on building a culture or respect and achievement while focusing on process improvement and team member engagement. During the Wells Fargo Wachovia merger, I took over a struggling call center in Oregon and converted them to a new mode of operations. In doing so I took an under performing site and helped them to exceed all critical KPIs.

Experience

1. Director of Operations

   Wells Fargo

   Oct 2020 — Present

Education

• University of St. Thomas - Opus College of Business

  Master of Business Administration - MBA

  2019 — 2021

• Franklin & Marshall College

  Bachelor of Arts (B.A.), Political Science and Government

Skills

• Leadership
• Offshoring
• Banking
• Risk Management
• International Business
• Business Analysis
• Microsoft Office
• Sales
• Strategic Planning
• Project Management
• Business Process Improvement
• Training
• International Sales
• Customer Service
• Team Building
• Management