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Customer Service Sales

San Antonio, Texas, United States
January 02, 2018

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Katherine Fairbanks

**** ***** *****

San Antonio, Texas

Phone #: 210-***-****

Objective: To manage and lead individuals; to interface with the customer--both internal and external--and to work for a company that maintains a high level of integrity in their client base. Summary of Qualifications:

More than 17 years in a management role

More than 22 years customer service experience

Customer Focused and Results Driven

Served as Secretary on the Board for PTMA (Professional Teleservices Management Association) (2010 to 2013)

Served as a Juror on the Grand Jury for Bexar County (2013) Professional Experience:

Circle of Care Pediatric Home Health (May 2012 to November 2017) Director, Human Resources

A home health agency providing speech, occupational, and physical therapy to pediatric patients in their home setting with therapists employed in San Antonio, Austin, Dallas, Houston, El Paso, and Corpus Christi

Actively recruit/interview/hire therapists and office personnel using an online applicant tracking system

Coordinate & administer benefits for 200+ employees to include health, vacation, & 401K

Handle reports of Workers Compensation claims

Negotiate service contracts with outside vendors to include health benefits, recruiter companies, scrubs, t-shirts, form printing needs, etc.

Maintain H/R files; update personal information to include address, phone number and name changes of employees

Background clearance & verification of State Therapy License for therapists

Responsible for maintaining procedural regulations to meet requirements of the Department of Labor, OSHA, EEOC, TDADS (TX Dept of Aging & Disability Services) and other company licensing agencies

Employee relations & conflict resolution

Employee and Labor Law enforcement


Documentation of employee complaints; notes to file; etc.

Handle all aspects of termination of employees; notification to COBRA, OAG, TWC, etc.

KCI (Kinetic Concepts, Inc.) (November 2005 to April, 2012) Call Center Customer Service Supervisor

A leading global medical technology company devoted to the discovery, development, manufacture and marketing of innovative, high-technology therapies and products for the wound care, regenerative medicine and therapeutic support system markets.

Day to day direct supervision of 20+ employees

Actively recruit/interview/perform skill evaluation/hire & train new call center representatives

Perform in a supervisory role in a call center environment responsible for handling an average of 8500 incoming calls per day

Supervision of the Workforce Management Team to include payroll, and all aspects of forecasting call volume & staffing requirements

Develop, implement & promote adherence to National Call Center attendance guidelines Katherine Fairbanks 210-***-****

Perform weekly quality monitoring and coaching of the call center representatives to ensure adherence to call handling guidelines and promote/enhance the representative’s future performance

Execute all aspects of any special events within National Contact Center to include planning, staffing, and budget proposal for 350+ participants

Monarch Promotional Products (November 2004 to July 2005) Off Shore Custom Product Sourcing Manager

A Las Vegas promotional products design firm that provides imprinted and embroidered custom specialty products that help to promote business in all types of industry.

Worked as a consultant to help build their offshore product resources to the amount of over $400,000 in open orders within 6 months

Daily contact with domestic sales people to help generate product leads

Daily contact with factories in Pakistan, China, and Korea to source products and negotiate pricing and lead-time needed

Daily follow-up on open quotes and on orders placed with factory

Norwood Promotional / BIC Graphics (April 1989 to May 2004) Customer Service Manager

The industry leading supplier of imprinted promotional products, offering more than 4300 products and the market leader in several product categories.

In 15 years with the company, I held a number of customer service and management positions, as well as performed administrative, product sourcing, price negotiation, sales, and marketing responsibilities within the company. Following is a brief outline of some of my job responsibilities & accomplishments in performing those job functions:

Day to day management of 100+ employees

Management of a call center environment responsible for handling an average of 3000 incoming calls per day

Actively recruit/interview/hire/train new associates to develop their skills

Perform evaluations of each associate to help/develop and enhance the associate’s future performance

Follow-up on large quantity orders placed with vendors in excess of $50,000

Create and communicate bid proposals for sourcing needs to upper management

Manage and control costs to conform to an approved budget for the department; prepare and submit expense reports as needed

Travel as needed to other Norwood companies to promote process improvements

Represent the company at both regional and national tradeshows

Make all travel arrangements for the VP of Sales, and other department associates as needed

Travel within a 6 state region to help establish new sales and build existing sales for the company

Plan, arrange and manage all details for various company and sales department functions within a pre-determined budget

Respond to and resolve any “problem” issues with our products or services Katherine Fairbanks 210-***-****


1982 to 1985

2 years completed in Business, Psychology curriculum and general studies

University of Texas at San Antonio

San Antonio College

Professional References

Lettie Longoria

UT Health Science Center San Antonio

Human Resources

Phone: 210-***-****

Amanda Lorber

SWBC Employee Benefits Consulting Group

Account Manager


Contact this candidate