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The Leadership Team

Bob Faherty

Bob Faherty is the President of Centralized Showing Service. The company started back in 1996, when he and his brother, Kevin Faherty, had an idea to improve the home showing appointment process for the Real Estate Industry. Bob’s strong IT skills were a major asset to growing the company into the nation’s number one showing appointment service.

Patrick Dolan
Chief Operating Officer

Rising quickly within CSS to Chief Operating Officer, Patrick has the responsibility of directing the efforts of our Contact Centers and over 600 CSS employees. With a B.S. Degree in International Business from the University of Phoenix and over 15 years managerial experience, Patrick is focused on motivating our Call Centers to provide quality customer care to our agent members. A devoted father with four children, he loves Royals baseball and traveling.

Pat Shanks
Chief Human Resources Officer

With an MBA in Human Resources from University of Missouri-Kansas City and over 20 years experience, Pat Shanks' focus is on HR management, recruiting, employee relations, career development, benefits and compensation. Pat joined CSS in 2008 as the Human Resources Director and has developed a highly qualified team of Human Resources professionals servicing our Contact Centers and over 600 CSS employees.

Carrie Rollison
Director, National Accounts

Carrie Rollison began with CSS in 2005 as a Regional Account Executive for the Ohio region and in 2010, was promoted to the position of National Sales Manager. Carrie's expertise in Sales, Customer Service and her thorough knowledge and understanding of CSS helps her train, coach, and mentor our team of Regional Account Executives.

Sue Bruss
Contact Center Branch Manager - Kansas City

Sue has 20+ years of experience in customer service, training and project management. She joined CSS in 2016, quickly moving to the role of Zone Supervisor. In early 2018 Sue became the trainer and then moved to Operations Supervisor. With Sue's knowledge and understanding of CSS and her positive attitude, she works with the team to motivate, meet call center goals and provide excellent customer service. Sue has a Bachelor of Arts degree in Management and Human Relations. In her free time, Sue loves camping and spending time with her family, especially her 4 granddaughters. 

Pete Dewey
Contact Center Branch Manager - San Antonio

With 15 years of management experience in Hotels and Resorts prior to joining CSS, Pete works hard at motivating his team at the San Antonio Contact Center to provide premiere customer service to the real estate agents they serve. Since his career with CSS began in 2011, Pete has worked his way up from Customer Service Representative to Operations Supervisor, and now Branch Manager, so he has an excellent working knowledge of what busy real estate agents need and how to give it to them. When not working, he enjoys playing video games and spending time with his son Jack.

Lori Gould
Contact Center Branch Manager - Raleigh

Lori has worked at CSS for 7 years, most recently as the Operations Supervisor. She was a Zone Supervisor and CSR prior to her current role. Lori's focus on training and customer service makes her an easy choice for the Raleigh Branch Manager position. Prior to relocation to North Carolina to be closer to her family, Lori lived in Rhode Island. She received a BS in Education from Rhode Island College and she spent 23 years with Dryvit Systems as the Warranty Services Manager. She also enjoys gardening, creating stain glass, and spending time with her two dogs.

Matthew Livingston
Contact Center Branch Manager Dallas - Fort Worth

With fifteen years’ experience in call center management, ranging from the healthcare industry to providing technical support services, Matt Livingston understands the need for superior quality. Matt’s technical skills, honed during his time at Lafarge Corporation, as well as his leadership abilities drive him to create an atmosphere of teamwork, learning and communication. Matt believes that open and honest communication, at all levels, is the core of a working environment that promotes quality, dependability and that warm feeling that every member touched should leave with. Matt enjoys photography as a hobby in his spare time when not with family and friends.

Antonio Ngo
Helpdesk/Quality Control Manager

Antonio has over 8 years of customer service experience. He recognizes the core values required to build, preserve and grow strong client, service relationships. From servicing customers on the front lines to coaching teams behind the scenes he puts his experience to practice. Since joining CSS Antonio has worked his way through the ranks as a Customer Service Representative, Zone Supervisor, and now the Help Desk Manager. He believes that integrity, communication and commitment are but a few of many virtues required to foster a honest and dependable team atmosphere. In his free time Antonio enjoys working out, and staying up to date on the latest technology and automotive trends.

Cindy Williams
Client Services Manager

Cindy’s positive attitude and high energy have made her a “go to” person in the Kansas City corporate office with both employees and clients since joining the CSS Team in 2011. Being familiar with all aspects of the company's services is the firm foundation from which Cindy operates and she is always on the quest to provide the best service possible to agents, brokers and association executives. A Degree in Speech Communications and Human Relations perfectly compliments her experience in real estate, retail, and interior design. Cindy enjoys remodeling and decorating projects and spending time with loved ones, especially her granddaughter, Makinah.

© Centralized Showing Service, Inc 2019