Andrew McHugh

About Andrew McHugh

Sales & Operations Leader offering progressive years of solid contributions and diverse background in financial services with a focus on business/sales growth, risk mitigation, internal control and team leadership. Demonstrated strengths in implementing best practices and strengthening KPIs through strategic planning and developing process improvements that impact customer satisfaction, efficiency and quality standards. Take-charge leader with exceptional coaching, training and development skill set. Highly successful in driving teams toward exceeding metrics and enhancing client experiences. Expertise in introducing new programs and strategies for driving operational improvements.

Experience

1. SVP Call Center Sales Senior Manager

   Wells Fargo

   Jan 2011 — Present · Chandler, AZ, US

   Progressed through roles of increased responsibility, receiving promotion from Call Center Sales Supervisor to Manager. Provide strategic leadership for contact center staff of 100+, both onshore and offshore, responsible for coordinating and handling all inbound and outbound sales operations. Partner with leadership team in facilitating operational assessments to identify and resolve key issues through ongoing process improvement. Monitor and analyze KPIs (key performance indicators), identifying challenges, trends and inefficiencies in performance to ensure optimal customer service and support. Work closely with legal and compliance partners to mitigate risk and ensure adherence with strict regulatory standards. Hold direct accountability for various programs, including Direct Auto Outbound, Direct Auto Internet, Direct Auto Assist with Wells Fargo CSBBO, Auto Loan Processing, PL & L (Personal Lines and Loans) Outbound, PL & L Internet Declines, PL & L Bank Approve Not Funded, PL & L Inbound from Direct Mail Marketing & Internet, and Inbound Customer Service.Lead the recruitment, hiring, onboarding and training of new employees to meet staffing demands. Coordinate and deliver training and development for staff to ensure optimal performance. Led the PL & L pilot programs, handling all start-up procedures for 4 programs (outbound sales, internet declines, approved not funded, and inbound customer service), including developing SOPs and FAQs, as well as writing scripts. Partnered with cross-functional teams to develop business initiatives for all programs.Drove the significant growth of the PL & L program, onboarding team members located in AZ, MN, NC, and Manila, Philippines to meet the rapidly expanding program needs.Personal Loan booked volume from April 2020-November 2022 was $772MM. Volume increased 97% and loans boarded increased 88% YOY 20••••22 for the phone channel. Achieved and maintained high 2022 Global Employee Survey Engagement Index score of 91.

Education

• Arizona State University

  Bachelor's degree, Organizational Leadership (Project Management)

Skills

• Sales Management
• Client Engagement & Relations
• Learning and Development
• Time Management
• Quality Assurance
• Sales
• Customer Service
• Cross-Functional Leadership
• Performance Management
• Financial Services
• Productivity Enhancements
• Sales Coaching
• Process Improvement
• Management
• Team Building
• Program Development
• Change Management
• Sales/Operations Leadership
• Internal Control
• Leadership Development
• Risk Mitigation
• Metrics Improvement
• Leadership
• Loans
• Regulatory Compliance
• Credit
• Team Leadership & Training
• Strategic Planning
• Banking