From Frontline Agent to Director: Nikki Brooks’ Career Journey at ADT

When Nikki Brooks first joined ADT as a frontline agent during her college years, she never imagined that two decades later, she would be leading the very team she once worked on as the Director of Field and Operations Support. Her story is a powerful example of how ADT fosters growth and opportunity, empowering employees to rise through the ranks and build long-lasting careers.

“I started at ADT as a frontline agent on the phones, taking calls directly from our field technicians and our external customers ” Nikki reflects. “I initially saw it as a job that allowed me a flexible schedule while I was in college, and then ultimately I got here and understood the impact we have on our customers and knew I wanted to stay and make a career out of it.”

A College Job That Turned Into a Career

Nikki’s journey began like many do—looking for a way to support herself while pursuing her degree. What she found at ADT, however, was much more than just a job. It was a company that would invest in her future and provide opportunities for growth at every step of the way.

As a frontline agent, Nikki developed critical skills in customer service and problem-solving, understanding the importance of building strong relationships with customers. “I think you have to take each and every customer interaction personally and treat it like it’s the only one that you’re probably going to have that day,” she says. “If you have that mindset with every interaction, it just helps with the growth in the ability to provide peace.”

This mindset became foundational to her career. From handling customer concerns to providing tailored solutions, Nikki learned firsthand the value of service excellence and empathy—a mindset she continues to emphasize in her leadership today.

The Role ADT Played in Nikki’s Growth

What truly set ADT apart for Nikki was the company’s commitment to employee development. “ADT supported my growth in every way, from tuition reimbursement to leadership development. I earned both my bachelor’s and master’s degrees while working here, with the company always doing their best to help me prioritize my work-life balance while I was in school. It wasn’t just financial support—they made me feel like part of a family, always ensuring I had what I needed to succeed.”

As she moved through various roles in the company, Nikki always found ADT to be a place where she could take ownership of her work and embrace new opportunities. “I think the ability to take ownership and be trusted to make decisions, I mean, that’s a huge part of my growth at ADT,” she adds. “And ownership is big for me. We are not a team that’s going to pass the customer around, we’re going to own it and see the customer through. That sense of ownership makes sure that whatever the interaction may be with a customer, they feel that somebody cared, and their issue was resolved.”

ADT’s focus on company culture and leadership development was also critical in Nikki’s transition from a frontline agent to the Director of Field and Operations Support, a role she’s held for several years now. “I think it all goes back to enjoying what you do but also feeling like you’re a part of a family. You’re a part of something that matters to you. So, for me, my team knows I’m always very conscious of reminding them of what we do and how important we are to our customers. And just ensuring that they understand how grateful I am to have them on the team, and how grateful our customers are for them and what they do every day.” This culture of gratitude and sense of closeness allowed Nikki to build her leadership skills and cultivate a team that feels empowered and valued.

Leading by Example

As the Director of Field and Operations Support, Nikki’s leadership journey has come full circle. She now leads the very team she once worked alongside as a frontline agent, an opportunity she considers a once-in-a-lifetime chance. “Normally, you’d have to move away from the team you started with to advance, but here, I had the chance to come full circle and lead the very team I began with.”

Nikki’s leadership philosophy centers around collaboration and servant leadership. She believes that truly supporting her team starts with understanding their needs and leading the way. “My biggest motivator is asking, ‘How can I serve?’ I live by servant leadership, both in my professional and personal life. I’m driven by the ability to mentor, support, and solve problems. When there’s an issue, my focus is on bringing the team together to fix it and make things better. So my biggest motivation is just being able to see people and customers happy and successful.”

Excellence in Customer Service: A Core Value That Drives Success

Throughout her career, Nikki has remained focused on one thing: delivering exceptional customer service. Whether she was answering calls as a frontline agent or now overseeing a team that ensures customer satisfaction, her commitment to service excellence remains at the heart of everything she does.

“Everyone deserves to feel safe and protected, and we are the company that is able to give that sense of security to our customers. “It’s not just about solving problems. It’s about building trust and relationships that last. That’s the real value we offer at ADT.”

This commitment to service excellence has helped Nikki and her team consistently meet the high standards ADT is known for. “Our ability to adapt to customers’ needs and provide real solutions is what ensures we deliver the kind of service that makes them feel safe and secure,” she adds.

Nikki’s Advice for Others

From starting as a frontline agent to leading the team she began with, Nikki’s career progression reflects ADT’s commitment to fostering and developing talent and providing the resources and support to allow employees to thrive. With a culture that values mentorship and fosters a sense of family, ADT provides employees with the tools and resources needed to thrive at every stage of their career.

For anyone looking to build a long-term career with ADT, Nikki’s advice is simple: “Be open to learning, agile to change, and embrace the opportunities that come your way. You never know where they might lead.”

Your Future Starts Here at ADT

At ADT, career growth is more than just a possibility—it’s a reality. If you’re ready to take on challenges, work collaboratively, and make a difference, ADT is the place for you. Take the first step toward your future and explore current openings at ADT here: