Tracy Alloway
Summary
I am a customer‑focused service professional with a proven ability to manage high volumes of inbound calls, strengthen customer relationships, and resolve issues efficiently. I maintain a positive, upbeat attitude and stay highly organized in fast‑paced environments. I have a strong track record of improving customer satisfaction through active listening, clear communication, and effective multitasking.
Overview
18
18
years of professional experience
Work History
Customer Support Specialist
West Virginia Central Federal Credit Union
Parkersburg, West Virginia
08.2020 - 09.2026
- Provided exceptional customer service to members through phone and in-person interactions.
- Answered customer inquiries regarding bank products and services.
- Resolved member inquiries related to accounts and loans.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Educated members on credit union products and services, which improved their understanding and usage.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Coordinated with third-parties to resolve escalated customer issues, ensuring timely resolutions.
- Processed customer account changes via email or Docusign.
- Prioritized workloads to meet customer needs and maintain established deadlines in a fast-paced environment.
- Participated in team meetings to discuss strategies for improving customer experience.
- Supported team members in daily operations and service excellence.
- Built and maintained client relationships through quality, personalized interactions.
- Enhanced customer service by promptly directing questions to the appropriate team members, ensuring efficient problem-solving.
- Cross-sold relevant bank products to align with customer needs and enhance their financial solutions.
- Explained the features of various banking products available to customers.
- Verified customers' identification to ensure compliance with laws and regulations.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Issued cashier checks.
- Mailed and emailed member statements.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Scanned and verified scanned active and paid off mortgage loans.
Paraprofessional
Belpre City Schools
Belpre, Ohio
09.2008 - 02.2020
- Assisted teachers with classroom management and instructional activities.
- Provided guidance to students in the classroom setting.
- Monitored student progress and provided feedback during daily activities.
- Organized classroom resources to enhance learning environments and experiences.
- Supervised students during lunch and recess to ensure safety and engagement.
- Applied positive reinforcement to redirect negative behaviors.
- Supervised small groups of students during instruction time.
- Observed students to help teachers identify potential learning blocks and opportunities for support.
Education
High School Diploma -
Belpre High School
Belpre05-1994
Medical Terminology
Washinton State Community College
Marietta, OHSkills
- Customer service
- Account management
- Transaction processing
- Active listening
- Complaint handling
- Empathy and patience
- Call center experience
- Appointment scheduling
Timeline
Customer Support Specialist
West Virginia Central Federal Credit Union
08.2020 - 09.2026
Paraprofessional
Belpre City Schools
09.2008 - 02.2020
High School Diploma -
Belpre High School
Medical Terminology
Washinton State Community College