Gartner Expert

Brady Holbrook

Director, Advisory

Brady has more than 15-years in the contact center industry; with much of his time spent as the operational and support executive within several organizations. Throughout his career, Brady has consistently led teams distributed across the globe, with employee counts ranging between 100 to more than 1,500. His experience traverses both captive/internal settings as well as BPO; helping him understand the differences firsthand. During his career, he has worked alongside some of the industry's best at companies such as United Health Group & Optum Financial, Verizon Wireless, Best Buy, Alorica, and Young Living Essential Oils. Brady has experience supporting companies and customers in the middle of hyper growth and enjoys helping deliver on the promise of a world class customer service experience.

Understanding and embracing cultures is important to Brady; as he has spent much of his time leading teams internationally, including opening new contact centers across the United States, Mexico, Asia, and Europe.

Brady has always enjoyed the relationships he has built with his teams and the emotional connection a customer support team can gain through supporting a common goal. Regardless of location or role, Brady's true passion is found in helping organizations identify, and achieve phenomenal success internally while minimizing friction to create wonderful customer experiences worldwide.

Previous experience

I have primarily managed global teams of 1,000+ employees dispersed across multiple locations (in office & at home) throughout the USA, APAC, and Latin America which has consisted of mixed internal FTE, contractors, and BPO partners.

Professional background

Optum Financial

Senior Director/Head of Customer Service

ROI Solutions

Executive Director of Operations

Young Living Essential Oils

General Manager - Malaysia

Areas of coverage

Service and Support Strategy and Leadership

Service and Support Talent and Operations

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