Tracie Frederick
Virginia Beach,VA
Summary
Detail-oriented professional with 8+ years of experience in customer service, appointment scheduling, and front-line operations. Skilled in clear communication, problem solving, and team support. Proven ability to manage daily priorities, improve processes, and maintain high customer satisfaction.
Overview
9
9
years of professional experience
Work History
Client & Operations Lead
S&S Flooring Studio
Virginia Beach, VA
05.2025 - 09.2026
- Coordinated daily operations for S&S Flooring Studio showroom and installation schedules to enhance workflow.
- Managed flooring orders, product deliveries, and jobsite material tracking.
- Trained staff on customer service, sample handling, and showroom procedures.
- Communicated with vendors and installers to confirm project timing and material needs.
- Reviewed estimates, invoices, and work orders for flooring projects.
- Resolved customer questions about products, appointments, and installation details.
- Supported team workflow through scheduling, task delegation, and daily follow-up.
- Leading a team to ensure operational processes and procedures are followed efficiently and effectively.
- Assessed customer satisfaction levels and implemented corrective measures.
- Conducting regular meetings with team members to discuss progress and identify areas for improvement.
- Developed and implemented strategies that streamlined operational performance and improved team efficiency.
- Ensuring compliance with applicable regulations and industry standards.
- Analyzing data from operations logs to identify trends or patterns that could impact performance outcomes.
Chiropractic Assistant
Norview Family Chiropractic
Norfolk, VA
06.2023 - 05.2025
- Greeted patients at Norview Family Chiropractic with professional, friendly support.
- Assisted chiropractors with patient flow, intake, and exam setup.
- Scheduled appointments and managed daily chiropractic calendar changes.
- Assisted with patient intake, including taking vitals such as height, weight and blood pressure.
- Prepared treatment rooms for adjustments, therapies, and patient visits.
- Assisted chiropractors with treatments including applying hot and cold packs, ultrasound therapy or electrical stimulation.
- Performed electric muscle stimulation, massage and mechanical traction therapies on patients under doctor supervision.
- Instructed patients on how to use therapeutic exercises and stretches properly at home to speed recovery time.
- Acquainted patients with therapy procedures by explaining the purpose and the results of exercises.
- Sanitized equipment and stocked supplies for clinical operations.
- Maintained HIPAA-compliant files and protected patient information.
- Maintained patient records and updated information in the electronic health record system.
- Communicated with insurance companies to facilitate proper billing procedures and collect payments.
- Verified insurance details and handled routine billing paperwork.
- Collected patient histories and updated electronic health records.
- Answered patient questions regarding their care plan or billing inquiries.
- Collected forms, copied insurance cards and coordinated patient information for billing and insurance processing.
- Scheduled appointments for patients both in person and over the phone.
- Led patients to exam rooms, answered general questions, and prepared patients for the physician by explaining process.
- Performed administrative tasks such as filing medical documents, answering phones and responding to emails.
- Accurately entered data into computer systems related to patient visits or treatments received.
- Assisted team by completing tasks designated by a chiropractor or office manager.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Assisted in the development and implementation of office policies and procedures.
- Operated therapeutic equipment under a chiropractor's supervision.
Lead Customer Service Coordinator
Banfield Pet Hospital
Virginia Beach, VA
09.2017 - 06.2023
- Coordinated customer service activities, including responding to inquiries, resolving complaints, and providing product information.
- Answered calls and greeted clients with compassionate veterinary service.
- Resolved client concerns with calm, professional service and clear follow-up.
- Developed relationships with customers to ensure satisfaction.
- Coordinated Banfield Pet Hospital client appointments and daily front desk schedules.
- Updated patient records and verified appointment details in practice systems.
- Explained wellness plans, treatment instructions, and clinic policies to pet owners.
- Processed check-ins, checkouts, and payment transactions for veterinary visits.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Communicated with veterinarians and technicians about client needs and schedule changes.
- Established quality standards for service team members and evaluated progress.
- Provided training for new employees on company policies and procedures related to customer service.
- Monitored documentation procedures to maintain consistent policies and current records.
- Collaborated with leadership teams to evaluate previous actions and adjust procedures for handling future issues.
Education
High School Diploma -
Green Run High School
Virginia Beach06-1998
Skills
- Order tracking
- Inventory management
- Schedule coordination
- Vendor relations
- Financial analysis
- Process improvement
- Regulatory compliance
- Team leadership
- Customer service
- Problem solving
- Clear communication
- Conflict resolution
- Decision making
- Attention to detail
Timeline
Client & Operations Lead
S&S Flooring Studio
05.2025 - 09.2026
Chiropractic Assistant
Norview Family Chiropractic
06.2023 - 05.2025
Lead Customer Service Coordinator
Banfield Pet Hospital
09.2017 - 06.2023
High School Diploma -
Green Run High School