Carol Mcmasters Email & Phone Number

Boca Raton, Florida, Us

Responsible for overseeing call center operations, customer experience and attrition management for ADT's DIY home security portfolio.

Sioux Falls, South Dakota, Us

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 contracts, measured & reported vendor expense and savings performance, monitored contract expiration, renewal terms and contract fulfillment performance with department point people. Upon my departure, the VMO was responsible for $800K in annual contract savings, since launch.

Sioux Falls, South Dakota, Us

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.

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.

Tulsa, Oklahoma, Us

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% and Recurring Monthly Revenue-at-Risk (RAR) over 90 days delinquent <1%, for $75 million in annual revenue, achieving best-in-industry attrition and delinquency levels, while balancing customer experience, with NPS at 43% representing my departments, after one year of surveying. Major projects included instituting a new telephony system with a blended IB/OB dialer, a training program and its curriculum for new hires and continuous education, ultimately incorporating Articulate Storyline's Instructional Design software for e-learning, and recommended Absorb Learning Management System (LMS) for testing and tracking. Spent approximately 18 months custom designing a companywide CRM solution and another 12 months, journeying mapping companywide customer touch points, partnered with Lightswitch, to increase our Customer Experience (CX). Created process flows utilizing Six-Sigma methodologies, creating efficient standard operating procedures (SOP). Instituted a compensation structure and recognition program that promoted positive behaviors and drove program performance.

Tampa, Florida, Us

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, Sprint, MBNA, Sirius XM Radio, Bell Canada & Canada Post.

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.

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.

Education record

Education record