Charles Andrews
Director Call Center Technology @Hughes Network Systems | Focused on ACD, IVR, WFM & CRM Solutions
- Role
- Director Call Center Technology at Hughes
- Location
- Falls Church, VA, US
- LinkedIn followers
- 500 followers
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
Experience
Director Call Center Technology
Apr 2022 — Present · Germantown, MD, US
Education
Northern Virginia Community College
Computer Science
2011 — 2013
Skills
- Ivr
- Cloud Computing
- Vendor Management
- Cisco Technologies
- Ethernet
- Sip
- Broadband
- Switches
- Avaya
- Network Design
- Call Center
- Acd
- Troubleshooting
- Salesforce.com
- Telecommunications
- Unified Communications
- Tcp/Ip
- Routing
- Enterprise Software
- Call Centers
- Ip
- Telephony
- Integration
- Wireless
- Cti
- Networking
- Voip
- Data Center
- System Deployment
- Itil
- Avaya Technologies
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