Charles Hughes Email & Phone Number

Cleveland, Oh, Us

New York, New York, Us

Batavia, Il, Us

Recruited to lead the High Wire Networks’ strategic initiatives to improve program management, processes, integration and service delivery. Working with the High Wire team we will leverage new technology to modernize service delivery models and take the company’s value proposition to the next level. We are building a platform unlike anything in the industry and forecasting the future of labor models that allow our customers to Get Work Done.

Fairfield, New Jersey, Us

Recruited back to Acuative (formerly Telsource) to lead the Acuative Technical Site Services with 200 employees spread across five teams including On-site year-round 24/7 support, field and implementation support; logistics and supply chain, field utilization team, project management office, and up to 600 1099 contractors.

Deerfield, Il, Us

Recruited to implement a transformational culture to partner with the business to drive improvement and create accountability to metrics, standards and financial performance.• Led 750 cross-functional technicians and support employees to provide onsite technical support for over 8,500 Walgreens locations. • Facilitated proactive and project related support resolving 400,000+ incidents annually.• Lowered operational costs 40% reduction annually while simultaneously improving service levels 36% and employee engagement 24%.• Delivered customer satisfaction ratings of 4.7 and higher on a 5- point scale year after year.• Reduced overhead 25% resulting in $2.5M saved in a single project by using existing resources to deliver chain wide technology deployments, new store construction, remodels, and merger & acquisition integration.• Improved tech utilization rate 23%, implemented a virtual support model and mobile platform.• Re-aligned field services personnel roles to improve management accountability and overall leadership talent.• Increased labor capacity up to 70% saving $3.5M and reduced costs $1.8M by establishing two regional repair centers.

Montreal, Quebec, Ca

Oversaw 75 field services technicians and 100 contractors supporting Public Safety 911 systems installations and maintenance.• Drove value creation initiatives to develop and manage growth and profitability.• Reduced costs 18% and achieved optimum productivity by developing an organizational structure which streamlined and automated processes, creating a unified approach with consistent standards.• Increased customer satisfaction and reduced overhead by implementing a Work Order System that improved work order creation, scheduling, execution in the field, and invoicing.• Improved on-time performance from 85% to 96% and decreased deployment costs by 21% in the first quarter by creating a Standard Deployment Model for turnkey installations that improved quality of installations by eliminating variability and shortening cycle time.• Generated $2M annually in additional incremental revenue by leading key initiatives that identified new business opportunities and increased our direct business.

Fairfield, New Jersey, Us

Led 170 field services technicians, engineers, managers and resource specialists. Oversaw all aspects of customer support, including schedules, materials, and customer interfacing to ensure on-time service delivery.• Improved on-time completion rate from 85% to 96% for installation and repair of enterprise equipment.• Increased tech utilization 19% by developing and delivering an integrated mobility platform solution for customer service field engineers • Enabled real-time access to work routes, customer tickets, testing resources and workflow management across the field services team nationwide.• Centralized business operations structure to develop a results-driven culture to achieve field service excellence.

Broomfield, Colorado, Us

Progressed rapidly to leadership roles during multiple corporate change initiatives and managed crisis and emergencies including the 2003 Northeast Blackout and 2001 World Trade Center attacks.• Managed $6M annual budget and managed up to 115 regional team members as the Director of Network Operation supporting 45 network centers, 74 transmission sites, and 117 client sites.• Improved operating efficiency 40%, spearheaded Toyota Production System, and led Kaizen workshops.• Reduced annual contractor costs $1.5M as a result of increasing staff productivity by 28%.• Acted as Service Assurance Lead for integration of five acquired companies to ensure a seamless transition into consolidated operation resulting in increased synergy, enhanced business resilience, reduced costs, and improved service

Broomfield, Colorado, Us

Led team of 5 regional supervisors and 50+ technicians, supporting 45 network centers, 74 transmission sites, and 117 client premise sites. Developed and managed $6M annual budget. Oversaw all aspects of operations including hiring, recruiting and training of personnel. Established and maintained accountability for customer service on-time performance, contract and vendor management, and process improvement. Piloted the application of Toyota Production System for field services.

Broomfield, Colorado, Us

Directed the planning, implementation and provisioning of core network switches and facilities. Developed cross training programs to improve performance and established cross functional teams to ensure continuity between my team, engineering and planning. Represented the company in industry forums and in developing and maintaining customer relationships.

Broomfield, Colorado, Us

Arlington, Virginia, Us

Earned promotion to First Sergeant in ten years (seven ahead of average). Lead combat arms teams, tactical and strategic communications teams. Managed organizations of 300+ personnel. Restructured underperforming technical control facility and implemented training program to ensure regulation compliance, achieving the facility of the year award for two consecutive years. Earned the Bronze Star during combat operations and achieved leadership award or valedictorian at all levels of the NCO education system.

Masters Of Business Administration (Mba), Leadership Focus; Studies

Bachelor Of Science, Business Administration

Leadership, Logistics, Team Building

Anoc Graduate, Leadership, Team Building, Organizational Dynamics, Tactical Operations

Bncoc Graduate, Leadership, Team Building, Tactical Operations