Director, Call Center Operations At Adt Diy
CurrentResponsible for overseeing call center operations, customer experience and attrition management for ADT's DIY home security portfolio.
Oct 2017 - Present
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Carol Mcmasters Email & Phone Number
Director, DIY Call Center Operations at ADT
at
ADT
1 work email found
@adt.com
LinkedIn matched
✓ Verified May 2026
4 data sources
Profile completeness 100%
Current company
Role
Director, DIY Call Center Operations at ADT
Location
Wilmington, Delaware, United States
Company size
Who is Carol Mcmasters? Overview
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Quick answer
Carol Mcmasters is listed as Director, DIY Call Center Operations at ADT at ADT, a company with 10 employees, based in Wilmington, Delaware, United States. AeroLeads shows a work email signal at adt.com and a matched LinkedIn profile for Carol Mcmasters.
Carol Mcmasters previously worked as Director, Call Center Operations at ADT DIY at Adt and Vice President, Vendor Management Office (VMO) at The Bancorp. Carol Mcmasters studied at Lee University.
Company email context
Email format at ADT
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{first_initial}{last}@adt.com
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Profile bio
About Carol Mcmasters
Contact Center Operations professional with deep experience in operational planning and execution, outsourcing and client / program fulfillment, with a proven track record for driving program performance results. My methods go beyond call metrics and workforce management. Understanding and incorporating companywide KPI's into your contact center is the first step. From there, it's all about hiring the right people, giving them to tools to do the job and holding them accountable. Investing in a solid education program, establishing motivators, differentiators, and recognition programs, balanced with a 360-degree view of how you are impacting Customer Experience (CX) are the key ingredients for success! How can I be so sure, I've done it! As a disciple of the premiere Customer Experience training programs at MBNA, I learned techniques and principles that still apply today. At ICT Group, I more than doubled the upsell / cross-sell results for my AT&T client, using these methods. At ACA, I improved and maintained best-in-industry attrition and delinquency levels for almost six years, for a portfolio of $6.2 million in recurring-monthly-revenue.There's an Omni-Channel movement happening across "call centers" everywhere! I'm interested in helping organizations migrate away from the limitations of a call center mentality and reinventing themselves into full-service contact centers, increasing CX beyond the phone call, by utilizing instant messaging, email, mobile, video and social media forums to communicate with customers. Journey mapping customer touch points, instituting tracking systems to increase first call resolutions (FCR) and measuring CX through surveys, such as Net Promoter Score (NPS), will launch any organization into achieving their goals and creating a top notch CX!
Listed skills include Call Centers, Customer Retention, Customer Experience, Management, and 46 others.
Current workplace
Carol Mcmasters's current company
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8 roles
Carol Mcmasters work experience
A career timeline built from the work history available for this profile.
Vice President, Vendor Management Office (Vmo)
The Vendor Management Office (VMO) provides enterprise level oversight for all third party contract relationships. One of three people tasked with launching an enterprise-wide VMO program responsible for managing a vendor database and implementing structure for overseeing, 900+ vendor relationships. Managed the process for approving new and renewing vendor.
Dec 2016 - Oct 2017
Assistant Vice President, Call Center Operations
Managed call center operations for onshore and offshore customer care teams to include The Bancorp's Delaware and Bulgaria locations. Managed two third party vendor relationships in the Philippines and workforce management vendor located in El Salvador.
Apr 2016 - Dec 2016
Contact Center Operations & Optimization Strategy | Customer Experience | Sme & Leader
Independent Consultant
Offering companies, a contact center consultancy that helps create a culture of motivated individuals, working together as a team to produce an extraordinary customer experience.
Dec 2014 - Apr 2016
Director, Call Center Operations
Built from the ground up, created and managed contact center operations to include the departments of Inbound Customer Care, Outbound Collections, blended Inbound /Outbound Retention, Training and Quality Assurance, as well as their unique departmental KPI's. Responsible for hiring and workforce management to meet 80/30 SLA goal, gross attrition rate <10%.
Mar 2009 - Dec 2014
Senior Client Services Manager, Bpo
Responsible for client relationships and contract fulfillment supporting BPO initiatives. Key focus on meeting KPI's through contact center operations and driving account growth. Managed inbound, outbound, onshore, offshore, sales, service and cross-sell/upsell programs, for telecommunications, financial and subscription based clients, such as AT&T.
Jul 2007 - Jan 2009
Vp, Business Development & Sales / Statup Manager
Priority Financial Services Llc
Startup Manager and Initial Mortgage Broker member of PFS franchise launch. Responsible for lead generation and creating / managing the relationships between clients, lending institutions, appraisers, realtors and title companies, while overseeing mortgage transactions from origination to closing.
Oct 2005 - Jul 2007
Assistant Vice President / Officer
A nine year career with a fortune 500 organization with roles ranging from Call Center Operations agent-to-management positions, Corporate QA for CEO & President's Office, to Assistant Vice President of CRM Cross-sell Marketing and Direct Mail Affinity Marketing for 2,000+ Colleges and Universities credit card portfolio.
Jul 1996 - Mar 2005
Team & coworkers
Colleagues at ADT
Other employees you can reach at adt.com. View company contacts for 10 employees →
SL
Stephenia Lee
Colleague at Adt
Jacksonville, Florida, United States, United States
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TT
Thokozile Tshefu
Colleague at Adt
Johannesburg Metropolitan Area, South Africa
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JW
Jeannie Wu
Colleague at Adt
Lake Worth, Florida, United States, United States
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BT
Brenda Thorpe
Colleague at Adt
Rochester, New York Metropolitan Area, United States
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LL
Lucia Lanfrit
Colleague at Adt
Buenos Aires, Buenos Aires Province, Argentina, Argentina
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MS
Manmeet Singh
Colleague at Adt
London, England, United Kingdom, United Kingdom
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GP
Grettel Parra Ureña
Colleague at Adt
San Jose, Costa Rica, Costa Rica
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GB
Grayson Bridges
Colleague at Adt
Metro Jacksonville, United States
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TD
Todd Dernberger
Colleague at Adt
United States, United States
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TS
Tim Shuboney
Colleague at Adt
Buffalo, New York, United States, United States
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Stephenia Lee
Colleague at Adt
Jacksonville, Florida, United States, United States
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TT
Thokozile Tshefu
Colleague at Adt
Johannesburg Metropolitan Area, South Africa
View →
JW
Jeannie Wu
Colleague at Adt
Lake Worth, Florida, United States, United States
View →
BT
Brenda Thorpe
Colleague at Adt
Rochester, New York Metropolitan Area, United States
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LL
Lucia Lanfrit
Colleague at Adt
Buenos Aires, Buenos Aires Province, Argentina, Argentina
View →
MS
Manmeet Singh
Colleague at Adt
London, England, United Kingdom, United Kingdom
View →
GP
Grettel Parra Ureña
Colleague at Adt
San Jose, Costa Rica, Costa Rica
View →
GB
Grayson Bridges
Colleague at Adt
Metro Jacksonville, United States
View →
TD
Todd Dernberger
Colleague at Adt
United States, United States
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TS
Tim Shuboney
Colleague at Adt
Buffalo, New York, United States, United States
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2 education records
Carol Mcmasters education
Education record
Lee University
Education record
Wilmington Christian
FAQ
Frequently asked questions about Carol Mcmasters
Quick answers generated from the profile data available on this page.
What company does Carol Mcmasters work for?
Carol Mcmasters works for ADT.
What is Carol Mcmasters's role at ADT?
Carol Mcmasters is listed as Director, DIY Call Center Operations at ADT at ADT.
What is Carol Mcmasters's email address?
AeroLeads has found 1 work email signal at @adt.com for Carol Mcmasters at ADT.
Where is Carol Mcmasters based?
Carol Mcmasters is based in Wilmington, Delaware, United States while working with ADT.
What companies has Carol Mcmasters worked for?
Carol Mcmasters has worked for Adt, The Bancorp, Independent Consultant, My Alarm Center / Alarm Capital Alliance, and Ict Group.
Who are Carol Mcmasters's colleagues at ADT?
Carol Mcmasters's colleagues at ADT include Stephenia Lee, Thokozile Tshefu, Jeannie Wu, Brenda Thorpe, and Lucia Lanfrit.
How can I contact Carol Mcmasters?
You can use AeroLeads to view verified contact signals for Carol Mcmasters at ADT, including work email, phone, and LinkedIn data when available.
What schools did Carol Mcmasters attend?
Carol Mcmasters studied at Lee University.
What skills is Carol Mcmasters known for?
Carol Mcmasters is listed with skills including Call Centers, Customer Retention, Customer Experience, Management, Leadership, Crm, Training, and Sales.
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