Charles Andrews

Charles Andrews Email and Phone Number

Director Call Center Technology @Hughes Network Systems | Focused on ACD, IVR, WFM & CRM Solutions @
Charles Andrews's Location
Falls Church, Virginia, United States, United States
Charles Andrews's Contact Details

Charles Andrews work email

Charles Andrews personal email

About Charles Andrews

Dynamic Telecom Director and Operations Professional with 25 years of experience managing successful projects, implementing operational efficiencies, and overseeing high-performing teams. Experienced in the management of high-volume customer service departments. Skilled in the development of solutions that drive efficiencies and cost reductions.Technical Skills & Call Center Solution Expertise: • Genesys• Nuance• Aspect Call Center• Aspect UIP• Aspect CSS (IVR) • Aspect M3 (IVR & CTI) • Aspect ECS (CTI) • Aspect eWFM (Workforce Management) • Aspect AQM (Quality Management) • Aspect Datamart (Reporting) • AT&T Route IT• Verizon Network Manager• Salesforce.com• Microsoft DynamicsSpecialties: - Full Life-Cycle Project Management - Leadership & Team Building- Creative Problem Solving- Operations Management- Process Analysis & Reengineering- Vendor Management- Contract Negotiation- Purchasing & Receiving- Collections & Accounts Payable- Quality Control & Assurance

Charles Andrews's Current Company Details
Hughes Network Systems

Hughes Network Systems

Director Call Center Technology @Hughes Network Systems | Focused on ACD, IVR, WFM & CRM Solutions
Charles Andrews Work Experience Details
  • Hughes Network Systems
    Director Call Center Technology
    Hughes Network Systems Apr 2022 - Present
  • Hughes Network Systems
    Senior Manager Call Center Technology
    Hughes Network Systems Jan 2014 - Apr 2022
  • Sirius Xm Radio Inc.
    Principal Engineer, Call Center Technologies
    Sirius Xm Radio Inc. May 2012 - Dec 2013
    New York, Ny, Us
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  • Rcn
    Telecom Manager
    Rcn 2005 - Jul 2011
    Princeton, Nj, Us
    Accountable for maintaining the technology infrastructure used by call center groups enterprise-wide. Implemented a number of workflow optimization applications that support offerings related to cable, phone, and hi-speed data products. Directing outbound dialer team with an average daily rate of 20,000 calls. - Managing the team responsible for installation, maintenance, and repairs to all telecommunications equipment including PBXs, voicemail systems, fax servers, and conference bridges. - Collaborate with stakeholders across multiple departments to negotiate and implement new vendor contracts for services related to the call center. - Overseeing collection activities focused on reducing account delinquency and improving business cash flow.- Creating applications that interface with SQL databases to provide improved business intelligence for sales teams and management.
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  • Rcn
    Telecom Project Manager
    Rcn Jan 1996 - Jan 2005
    Princeton, Nj, Us
    Managed relationships and contractually-derived performance standards for voice carrier vendors. Maintained necessary infrastructure for business operations by leading installation projects for a 16-location Siemens Hicom 9006 Environment. - Accountable for procuring, installing, and maintaining T1/ISDN PRI and DS3 lines and critical CPE equipment, such as, CSUs, CACs, and MUXs.- Utilized trunk group and call detail reports to evaluate trunk capacity and determined correct operational settings.- Supported business objectives by implementing productivity and quality applications, such as Witness Quality Assurance and Blue Pumpkin Work Force Management.
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  • Valueoptions
    Telecom Analyst Iii
    Valueoptions Jan 2004 - Jan 2005
    Norfolk, Va, Us
    Liaised with stakeholders company-wide to develop and implement telecom solutions to operational problems. Installed, maintained, and repaired telecom equipment throughout the company. - Procured, installed, and maintained mission-critical T1/ISDN PRI and DS3 lines.- Installed and maintained CPE equipment including CSUs, CACs and MUXs.- Analyzed trunk capacity and determined correct levels and associated tolerances.
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Charles Andrews Skills

Telecommunications Ivr Call Center Voip Acd Avaya Unified Communications Sip Vendor Management Telephony Call Centers Enterprise Software Ethernet Broadband Cti Wireless Troubleshooting Ip Itil Cisco Technologies Data Center Integration Network Design System Deployment Tcp/ip Cloud Computing Switches Networking Routing Salesforce.com Avaya Technologies

Charles Andrews Education Details

  • Northern Virginia Community College
    Northern Virginia Community College
    Computer Science
  • City College Of San Francisco
    City College Of San Francisco

Frequently Asked Questions about Charles Andrews

What company does Charles Andrews work for?

Charles Andrews works for Hughes Network Systems

What is Charles Andrews's role at the current company?

Charles Andrews's current role is Director Call Center Technology @Hughes Network Systems | Focused on ACD, IVR, WFM & CRM Solutions.

What is Charles Andrews's email address?

Charles Andrews's email address is ju****@****ail.com

What schools did Charles Andrews attend?

Charles Andrews attended Northern Virginia Community College, City College Of San Francisco.

What skills is Charles Andrews known for?

Charles Andrews has skills like Telecommunications, Ivr, Call Center, Voip, Acd, Avaya, Unified Communications, Sip, Vendor Management, Telephony, Call Centers, Enterprise Software.

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