Tracie Bragg Thompson
Elkins,WV
Summary
Customer service and operations professional with a background in client support, team leadership, and administrative coordination. Brings strong communication, CRM/ticketing, case documentation, and conflict resolution skills to support fast issue handling, accurate records, and positive customer experiences across phone, chat, and email channels.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
22nd Century Technologies
Elkins, WV
08.2026 - Current
- Answered customer calls for staffing and contract client support.
- Resolved service requests using CRM and ticketing systems.
- Documented account details and case notes in client records.
- Escalated complex issues to supervisors and technical teams.
- Assisted customers with billing, orders, and account questions.
- Reviewed emails and routed inquiries to proper departments.
- Updated service statuses and follow-up tasks in databases.
- Maintained professional communication across phone, chat, and email channels.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Food Service Worker
SUBWAY®Restaurants
Charleston, WV
04.2026 - 08.2026
- Prepared Subway sandwiches with fresh ingredients and customer-specified toppings
- Operated cash register for orders, payments, and receipts
- Followed food safety procedures during preparation and service
- Restocked bread, meats, vegetables, sauces, and supplies
- Cleaned counters, equipment, and dining areas throughout shifts
- Served customers with friendly, accurate order handling
- Monitored ingredient levels and rotated stock for freshness
- Supported team members during busy lunch and dinner rushes
- Followed food safety regulations pertaining to sanitation, food handling and storage.
- Operated cash register to process cash, check, and credit card transactions.
- Performed opening and closing duties such as setting up workstations with necessary supplies.
- Cleaned and sanitized work areas, equipment, utensils, dishes, and silverware.
- Performed variety of duties related to food service.
- Cleaned kitchen areas, equipment and utensils.
Customer Service Representative
22nd Century Technologies
Elkins, WV
08.2025 - 11.2025
- Answered customer calls for staffing and contract client support.
- Resolved service requests using CRM and ticketing systems.
- Documented account details and case notes in client records.
- Escalated complex issues to supervisors and technical teams.
- Assisted customers with billing, orders, and account questions.
- Reviewed emails and routed inquiries to proper departments.
- Updated service statuses and follow-up tasks in databases.
- Maintained professional communication across phone, chat, and email channels.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
Executive Director
Heart and Hand House
Philippi, WV
07.2024 - 03.2025
- Directed Heart and Hand House operations, policies, and daily nonprofit administration.
- Led staff hiring, training, scheduling, and performance guidance.
- Managed budgets, fundraising plans, and donor relations for House programs.
- Coordinated community partnerships, board reports, and stakeholder communication.
- Oversaw program delivery for residents, volunteers, and support services.
- Reviewed compliance, records, and internal procedures for House operations.
- Represented Heart and Hand House in meetings, events, and outreach efforts.
- Developed strategic plans, goals, and service improvements for mission delivery.
- Cultivated relationships with key stakeholders, including board members, donors, sponsors, partners, and community leaders.
- Recruited, trained, mentored, evaluated, coached, and managed staff members to ensure success in achieving their goals.
- Managed the organization's financial resources and operations to maximize efficiency and effectiveness.
- Developed and implemented strategic plans to ensure organizational growth and development.
- Implemented procedures to create competitive advantage in market.
- Maintained accountability for operational and fiscal integrity, effectively managing designated budget.
- Maintained positive relationships with media outlets to increase visibility of organizational activities.
Executive Director
Buckhannon Senior Center
Buckhannon, WV
10.2021 - 06.2024
- Directed senior center operations, policies, and daily nonprofit administration.
- Led staff hiring, training, scheduling, and performance guidance.
- Managed budgets, fundraising plans, and donor relations for House programs.
- Coordinated community partnerships, board reports, and stakeholder communication.
- Oversaw program delivery for residents, volunteers, and support services.
- Reviewed compliance, records, and internal procedures for House operations.
- Represented Senior Center in meetings, events, and outreach efforts.
- Cultivated relationships with key stakeholders, including board members, donors, sponsors, partners, and community leaders.
- Developed and implemented strategic plans to ensure organizational growth and development.
Manager
Country Roads Transit
Elkins, WV
04.2014 - 01.2024
- Managed daily transit operations for rural routes and passenger service
- Coordinated driver schedules, dispatch coverage, and route assignments
- Enforced safety policies and transportation compliance procedures
- Trained operators on service standards, vehicle checks, and communication
- Reviewed reports, logs, and incident records for Country Roads Transit
- Resolved rider concerns and supported frontline customer service
- Monitored fleet readiness with maintenance and operations teams
- Led staff meetings and guided team performance expectations
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Recruited and hired qualified candidates to fill open positions.
Director of Operations
Nature Conservancy
Elkins, WV
12.2003 - 01.2014
- Overall responsibility of the operations in the West Virginia Chapter
- Duties including lead human resources director and financial advisor
- Supervisor for three employees
- Conducting financial analysis on a monthly basis for board of directors
- Financial management of the West Virginia Chapter
Respiratory Equipment Technician and office manager
Respiratory Care Associates
Elkins, WV
01.1996 - 01.1997
- Responsible for setting up and maintaining respiratory durable medical equipment in clients home
- Knowledge of health insurance billing
- Responsible for all billing of insurances and daily operations of the office including supervising two to three staff
- Also provided vital check of clients upon visits
Education
Diploma - Business
Wheeling Park High School
01-1993
Some College (No Degree) - Business Administration
Fairmont State College
Skills
- Management
- Problem solving
- Communication
- Leadership
- Customer Service
- Computer skills including QuickBooks, HRIS, time management systems, Microsoft Office including Word, Excel, Access, Publisher
- Complaint resolution
- Data entry
- Professional communication
- Conflict resolution
- Attention to detail
- Case escalation
- Service recovery
- Time management
- POS systems expert
- Microsoft office expertise
- Quality assurance controls
- Multitasking and organization
- Business development
- Staff training
- Call center operations
- Scheduling
- Verbal and written communication
- Critical thinking
- High-energy attitude
- Empathy and patience
- Customer relationship management (CRM)
- Account management
- Administrative support
- Operations management
- Customer service
- Budget oversight
- Performance management
- Policy implementation
- Process improvement
Timeline
Customer Service Representative
22nd Century Technologies
08.2026 - Current
Food Service Worker
SUBWAY®Restaurants
04.2026 - 08.2026
Customer Service Representative
22nd Century Technologies
08.2025 - 11.2025
Executive Director
Heart and Hand House
07.2024 - 03.2025
Executive Director
Buckhannon Senior Center
10.2021 - 06.2024
Manager
Country Roads Transit
04.2014 - 01.2024
Director of Operations
Nature Conservancy
12.2003 - 01.2014
Respiratory Equipment Technician and office manager
Respiratory Care Associates
01.1996 - 01.1997
Diploma - Business
Wheeling Park High School
Some College (No Degree) - Business Administration
Fairmont State College