Charles Hughes

About Charles Hughes

As an innovative and forward-thinking executive in the technical services industry, I\'ve established myself as a thought leader spearheading the application of an agile field service workforce focused on reducing service delivery costs without sacrificing customer experience. With 20+ years of expertise, I have proven hands-on experience leading key initiatives that increased corporate competitiveness including saving a Fortune 500 company $100M over five years. I have a keen ability to identify and conceptualize processes, structures, policies, and systems including an Outcome Based Service Model that merges standard metrics (on-time arrival, first-time solutions) with outcome-based metrics based on customer needs. I have proven success leading up to 12 Directors and Senior Managers and indirectly leading 750 cross-functional employees.By utilizing labor clouds I established a nationwide workforce of highly skilled IT techs in just a few days. It doesn’t make sense to have a $120-per-hour tech working on a $20-per-hour problem. The use of hybrid labor models ensures that workers with the right level of skills can be accessed as needed precisely when they are required. Experience serves as a blueprint for how an organization can leverage new technology to modernize service delivery models, protect the revenue and delight customers. My professional roles Vice President of Technical Site Services, Director of IT Field Services, Director of Field Services, and Director of Network Operations. My certifications Certified Field Services ManagerMy education A Master of Business Administration (MBA) with a concentration in Leadership and a Bachelor of Science in Business Administration.

Experience

1. Field Services Leader

   Telaid Industries, Inc

   Mar 2025 — Present

   Lead the Telaid Field Services Operations and Service Delivery team to deliver quality, on-time, and on-budget solutions for customers.• Implement innovative approaches to enhance customer\'s ability to adapt new technology efficiently and effectively.• Foster an environment in which team members achieve personal and professional goals.• Collaborate with talented team members to drive Telaid\'s growth and success in the industry.

Education

• US Army Basic Non-Commissioned Officers Academy

  BNCOC Graduate, Leadership, Team building, Tactical operations,

• Baker College

  Bachelor of Science, Business Administration

• Baker College

  Masters of Business Administration (MBA), Leadership Focus; Studies

• United States Army First Sergeant's Academy

  Leadership, Logistics, Team Building

• US Army Advanced Non-Commissioned Officer Academy

  ANOC Graduate, Leadership, team building, organizational dynamics, tactical operations

Skills

• Telecommunications
• Growing Revenue
• Budget Analysis
• Financial Accounting
• Budget Development
• Process Improvement
• Customer Retention
• Professional Services
• Field Services
• Toyota Production System
• Turn Around Management
• Cost Management
• Service Delivery
• Crisis Management
• 911 Systems
• Business Process Improvement
• Customer Experience
• Budgets
• Crm
• Military Transition
• Integration
• Executive Level Presentations
• Transformational Leadership
• Staffing Models
• Cost Reduction
• Writing Skills
• Public Speaking
• Management Consulting
• Business Development
• Strategic Planning
• Public Safety
• Change Management