Contact Center Manager
Ms. Thompson has 30 years of experience and is currently the Contact Center Manager for TB Customer Relations. Before joining us, she worked in disaster recovery under the Individual Assistance Branch of the Federal Emergency Management Agency (FEMA) where her focus was on contact center management, telephony, and technology. During large-scale disasters such as Katrina and Sandy, she was responsible for forecasting incoming calls and casework, ensuring the call center metrics were met and disaster survivors were served as quickly and efficiently as possible.
Her most recent role at FEM was serving as Section Chief with the Recovery Technology Program Division, where she supervised a team of technology professionals, managing FEMA’s recovery systems. She was a Disability Integration Specialist Group member and worked to advocate for equal access to disaster recovery for people with access and functional needs. Her most recent project with FEMA was to implement a call routing system that included Direct Video Conferencing for disaster survivors that were deaf, hard of hearing, speech-disabled, and deaf-blind. The video calls were routed to agents fluent in American Sign Language (ASL).
In her spare time, Traci volunteered as a Court Appointed Special Advocate and advocated for children in the foster care system.
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