Brad Davis
About Brad Davis
Brad Davis serves as the Senior Contact Center Load Manager at Academic Partnerships, where he has worked since 2015. He possesses extensive experience in vendor relations, workforce management software, and telephony operations within the Higher Education sector.
Work at Academic Partnerships
Brad Davis has been employed at Academic Partnerships since 2013, where he currently holds the position of Senior Contact Center Load Manager. In this role, he oversees telephony operations and manages workload for approximately 300 agents in the Higher Education sector. His tenure at the company spans over 11 years, during which he has developed a strong focus on vendor relations and relationship building. He serves as a liaison with the InContact account manager, ensuring effective communication and collaboration.
Education and Expertise
Brad Davis earned a Bachelor of Business Administration (BBA) degree in Management from Texas Christian University, completing his studies from 1986 to 1990. His educational background supports his extensive expertise in various aspects of contact center operations, including IVR performance and design, inbound call routing, and contact strategies. He specializes in workforce management software, including Blue Pumpkin, Concerto Rightforce, and Aspect E-Workforce Management.
Background
Prior to his current role, Brad Davis worked at Bank of America as a Consumer Product Strategy Manager from 2010 to 2012. He also has significant experience in the mortgage industry, having served as Operations Manager and Project Manager-Command Center at Saxon Mortgage, a Morgan Stanley company, from 2003 to 2010. His diverse background in various managerial roles has equipped him with a comprehensive understanding of telephony operations and workforce management.
Achievements
Brad Davis has actively contributed to industry knowledge sharing by speaking at the InContact conference on three occasions. During these events, he represented Academic Partnerships and discussed the company's utilization of the PC dialer. His involvement in these conferences highlights his commitment to advancing best practices in contact center operations and his expertise in the field.
Professional Skills
Brad Davis possesses specialized skills in Avaya Dialer operations and the InContact dialer platform. He has extensive experience with Verint Impact 360 WFM software, which enhances his ability to manage workforce efficiency and optimize contact center performance. His proficiency in these technologies supports his role in overseeing telephony operations and ensuring effective call management strategies.