Judith (Missy) Walker Adams
Midland
Summary
Accomplished Office Manager and Vice President of Lending at Heritage USA Federal Credit Union, adept in customer service and office management. Excelled in enhancing customer satisfaction, managing financial records, and mentoring staff, leading to significant performance improvements. Skilled in relationship building and organizational tasks, consistently achieving targets through strategic planning and effective team leadership.
I have more than 15 years experience in customer service. I have held a clerical position since the age of 14. I enjoy meeting new people and assisting them with their desires and needs. I also have years of experience with Quickbooks. I enjoy all aspects of a new job as I find it both fulfilling and challenging.
Thank you in advance for your consideration of the position.
Overview
25
25
years of professional experience
Work History
Office Manager
Midland Women's Clinic
03.2016 - 01.2025
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Provided communications with patients to register, schedule/reschedule appointments
- Handled difficult situations dependent on customer needs
- Report to 11 providers to help maintain their schedules in line with their wants/needs
- Balanced funds
- Verified insurance
- Verified balance on accounts determined by insurance processing
Vice President of Lending
Heritage USA Federal Credit Union
01.2009 - 02.2014
- Chaired regular meetings with senior leadership to discuss lending strategy, performance metrics, and future initiatives.
- Managed a high-performing team of loan officers, ensuring consistent achievement of targets.
- Evaluated credit policies on an ongoing basis, ensuring compliance with regulatory requirements and industry best practices.
- Negotiated favorable terms with financial institutions, leading to better rates and lower costs for borrowers.
- Advised clients on optimal financing solutions based on their individual needs and objectives.
- Mentored junior staff members by providing guidance on complex credit analyses, negotiation tactics, and relationship management techniques.
Branch Manager
Heritage USA Federal Credit Union
01.2009 - 02.2014
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Managed branch financials including loading ATM machine and balancing the machine
- Handled collections
- Oversaw opening and closing customer accounts
- Handled processing and selling of repossessed vehicles
Customer Service Representative
Heritage USA Federal Credit Union
10.1999 - 01.2009
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Midland High School
05-1983
Skills
- Customer service
- Office management
- Organizational skills
- Data entry
- Customer relations
- Billing
- Scheduling and calendar management
- Document management
- Clerical support
- Credit and collections
- Relationship building
- Staff hiring
- Employee training
Timeline
Office Manager
Midland Women's Clinic
03.2016 - 01.2025
Vice President of Lending
Heritage USA Federal Credit Union
01.2009 - 02.2014
Branch Manager
Heritage USA Federal Credit Union
01.2009 - 02.2014
Customer Service Representative
Heritage USA Federal Credit Union
10.1999 - 01.2009
High School Diploma -
Midland High School
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