The Leadership Model for the AI Era

Leads FREIDDD, LLC executive vision, mission and growth. Chief Spokesperson.

He is currently the Global Head of ZCX Evangelism for ZOOM. In his 30+ leadership years, he formerly led the CX practices for Intelisys and Telarus. He also served as the Managing Director for CX-Sherpa and Exceptional Contact Centers. Brandon has served dozens of Fortune 1000 companies and held CX leadership positions with Humana, Sprint, Travelers and others. Brandon sits on several Boards and is a highly sought-after keynote speaker and thought-leader. He is the author of “FREIDDD YOUR MIND” the foundational book for the FREIDDD Leadership Model. Brandon's industry impact has awarded him the Channel Futures Circle of Excellence, Channel Partners Top 10 Influencers of the Year, Channel Marketing Association Connector and JD Power Award for Customer Loyalty & Retention. He also served as Team Leader for the Hillsborough County (FL) Sheriff's Office VCP. Where he was awarded Volunteer of the Year.

Leads FREIDDD, LLC  visionary approach to product strategy, ecosystem building, and transformational leadership development. With deep expertise in Product Management and Program Leadership, she is known for translating bold ideas into scalable platforms that create lasting impact.

Throughout her career, Monique has specialized in building high-performing product ecosystems aligning stakeholders, fostering strategic partnerships, and creating clarity where complexity exists. She believes exceptional products are not just built through process, but through relationships. Her leadership philosophy centers on trust, accountability, and shared ownership, ensuring that vision, execution, and people move forward together.

A certified Project Management Professional (PMP), Monique combines disciplined product governance with entrepreneurial agility. She is passionate about designing systems that empower leaders to make financially responsible, emotionally intelligent, and data-driven decisions at scale. Her work consistently bridges strategy and execution, transforming intellectual property, community, and innovation into cohesive product experiences that drive measurable growth.

At FREIDDD, Monique champions product excellence, strategic alignment, and the development of platforms that elevate leaders and organizations worldwide.

Leads FRIEDDD, LLC revenue generation operations, product and company marketing, brand ownership, FREIDDD® evangelist, sales engine and P&L for all responsibilities.

For more than 25 years, David has provided leadership in news media, digital marketing sales, revenue strategy, sales marketing and operations, advertising product development, app monetization, event production, strategic partnerships, SaaS tech support and Customer Experience.

Former Chief Revenue Officer for The Cleveland Plain Dealer; Vice-President, Customer Experience for Actsoft, Inc.; Executive Director Digital Media Sales and Operations for the New York Times Company; Vice-President Digital Revenue for Gannett/Arizona Republic and Director of Sales Apartments.com for Knight-Ridder Digital. Yahoo! Innovator of the Year Award Winner. 2022 Editor & Publisher Magazine "25 Over 50" Media Leaders Award. Board member Values In Action, United States of Kindness, Kindland/Just Be Kind App.

Leads FREIDDD, LLC accreditations program for FREIDDD® Leaders, certification program, training platform and  growth initiatives.

Chas Knight is an accomplished, retired law enforcement Corporal with numerous instructor assignments at Anne Arundel County (MD) Police Department, Baltimore County (MD) Police Department, Maryland State Police Department, and Alexandria (VA) Police Department. Mr. Knight was the recipient of several Governors' Citation from the State of Maryland. Expert Witness by the District Courts of Maryland (AACO). Knight led the development of security operations for KPMG's Lakehouse Training Facility in Lake Nona, FL. Chas has been a leader within the Kappa Alpha Psi Fraternity for over forty years and is currently active in the Guide Right and Kappa League leadership programs. Knight attended Manna Bible Institute, Temple University, Newport Beach University Law School and KPMG Leadership School.

Leads FREIDDD, LLC member engagement experience. 

Sierra is a dynamic leader and customer experience expert with a proven track record of driving performance, engagement, and operational excellence across diverse industries. 

As a Sales Operations Supervisor at HealthPlanOne, she has spent nearly four years leading remote teams to deliver exceptional customer support, streamline processes, and exceed business goals. Her leadership style blends empathy, accountability, and strategic thinking—empowering teams to provide world-class service while fostering a culture of growth and collaboration.

Sierra’s expertise spans customer service, team management, and performance coaching. Drawing on her experience as an ICF Certified Life & Health Coach, she brings a people-first approach to leadership—helping individuals identify strengths, overcome challenges, and reach their highest potential. 

Her background as a Personal Stylist at Nordstrom and Development Trainer at All Web Leads further reflects her ability to connect with others, understand customer needs, and create meaningful experiences that build trust and loyalty.

A lifelong learner with certifications in Learning & Development and Business Administration, Sierra is passionate about developing others and designing customer-focused strategies that enhance satisfaction, retention, and brand reputation. Whether guiding a team through operational change or coaching professionals toward their goals, she leads with clarity, compassion, and a commitment to excellence.

Leads FREIDDD, LLC member environment platform experience.

 Joshua is a dedicated User Acceptance Testing (UAT) professional with over a decade of experience in claims research, resolution, and process optimization. Known for his leadership, innovation, and collaborative approach, he has built a strong reputation as a claims Subject Matter Expert (SME) who thrives on improving systems and enhancing the overall user experience.

Throughout his tenure at Humana Inc., he has excelled in multiple roles—from Sales Specialist to UAT Tester—demonstrating adaptability, analytical strength, and a commitment to quality. As a two-time Star Award recipient, he consistently delivers results through strategic thinking and a keen eye for detail. In his current role as a UAT Tester, he leads test execution, validates system fixes, and communicates findings that drive operational efficiency and accuracy.

Beyond his technical expertise, Joshua brings a modern understanding of social media engagement and digital communication, using these tools to strengthen team collaboration, promote project transparency, and support organizational initiatives. His leadership extends beyond testing and analysis—he fosters team engagement, mentors peers, and encourages a culture of continuous improvement.

Proficient in platforms such as CAS, RXNova, Claims Explorer, and qTest, he combines his technical proficiency with strong communication and reporting skills. Driven by curiosity and a passion for simplifying complex processes, he continues to bridge the gap between technology, teamwork, and user experience.

Leads FREIDDD, LLC member sales program.

 Matthew is a passionate Customer Service and Sales leader with over eight years of experience in the insurance and financial services industries. Currently serving as a Supervisor at GEICO, he is recognized for his ability to lead high-performing teams, optimize workflows, and deliver exceptional customer experiences in fast-paced environments. His leadership style emphasizes coaching, collaboration, and continuous improvement—qualities that have consistently driven strong performance and engagement among his teams.

With firsthand and supervisory knowledge of CMS, HIPAA, and MIPPA compliance standards, Matthew combines operational expertise with a commitment to accuracy and regulatory integrity. His proficiency in customer relationship management tools, IVRs, ACDs, and various quality management and workforce management systems allows him to streamline processes and enhance both employee and customer satisfaction.

Prior to his current role, Matthew served as a Call Center Operations Supervisor and Trainer at Maximus, where he led a top-performing team that consistently ranked among the best in sales and quality metrics. His experience also includes roles at Progressive and Humana/USAA, where he honed his skills in claims support, Medicare sales, and customer relationship management.

In addition to his operational and leadership strengths, Matthew leverages social media and digital communication platforms to foster team engagement, promote organizational culture, and support brand visibility. His ability to connect with diverse audiences—both internally and externally—demonstrates his understanding of the evolving relationship between customer service, digital presence, and brand reputation.

Driven, analytical, and people-focused, Matthew continues to lead with a vision for excellence, empowering his teams to exceed expectations while adapting to the ever-changing landscape of the insurance and financial services industry.

Leads FREIDDD, LLC  Social Media/Marketing Efforts.

In addition to currently leading as Sales Manager, Finish Line. Christiann is a Business Marketing student at the University of Nevada, Las Vegas (UNLV) with proven leadership experience in retail sales, team supervision, and customer engagement in fast-paced, high-volume environments. 

As a Manager at Finish Line, she leads daily operations, coaches team members on effective sales strategies, and drives performance through relationship-building and product expertise.

With a strong foundation in digital marketing and social media strategy, she leverages online platforms to enhance brand visibility, strengthen customer connections, and promote engaging retail experiences. Her background in visual merchandising and consumer behavior fuels her passion for fashion, branding, and luxury retail marketing.

Driven by creativity and a results-oriented mindset, she aims to bridge the gap between in-store experiences and digital brand presence, contributing to innovative marketing campaigns and impactful retail strategies.