Ammie McPherson
Brownwood,TX
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
11
11
years of professional experience
Work History
Testing Specialist
Temple College
Temple, TX
07.2023 - 10.2025
- Developed and administered comprehensive assessments for college students in various disciplines, ensuring the tests met academic standards and learning objectives.
- Collaborated with faculty members to create test materials and ensure alignment with course curricula.
- Managed the testing process for students, both online and in-person, ensuring that exams were conducted fairly and securely.
- Analyzed student performance data to identify trends, gaps, and areas for improvement, and provided actionable insights to instructors.
- Worked with academic departments to develop customized tests, quizzes, and surveys for program evaluations, accreditation, and student feedback.
- Ensured the integrity of the testing environment by monitoring online and in-person testing sessions, resolving any issues as they arose.
- Trained staff on how to properly administer tests, manage test materials, and handle sensitive student data.
- Assisted in the evaluation and implementation of new educational software for testing and assessments, including Learning Management Systems.
Accounting Associate
Temple College
Temple, TX
10.2022 - 07.2023
- Managed accounts payable processes, ensuring timely and accurate payments to vendors.
- Prepared monthly financial statements, enhancing reporting accuracy and compliance with regulations.
- Reconciled bank statements and general ledger accounts, improving financial integrity and transparency.
- Streamlined invoicing procedures, reducing processing time and increasing operational efficiency.
- Operated mail sorting equipment to ensure timely distribution of incoming and outgoing correspondence.
- Managed inventory of supplies, maintaining optimal stock levels for efficient mailroom operations.
- Coordinated daily pickup and delivery schedules to streamline logistics and enhance service quality.
- Implemented process improvements that reduced processing time for incoming shipments by refining sorting techniques.
- Minimized errors in package routing by double-checking address information and recipient details before dispatching items.
- Addressed any discrepancies in delivered packages promptly, resolving issues efficiently while maintaining professionalism.
Customer Service Call Center Representative/ Sales
Snyders Salvage
Holland, TX
06.2021 - 09.2022
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained a sales goal every month.
- Utilized multiple platforms such as Eden locate, pinnacle, Kronos, Ring central, hotlines, Venmo match, answered Facebook inquires and forms of payment through reliable payment system.
- Build and maintain dedicated customer base consisting of individuals and businesses.
- Processed customer returns.
- Created quotes, work orders, and invoices.
- Utilized Outlook for daily emails or inquires, as well as followed up, and responded as needed.
- Sell car parts nationally
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Logistics/Barista/Customer Service Representative
Target/Starbucks
Temple, TX
11.2018 - 06.2021
- Money handlingMaintained a clean and safe environmentCustomer Service deskPeople SkillsDelegated tasksProcessed and had a high sense of urgency with shipmentsCashierAlways stayed productiveCross trained other departmentsCertified trainer/certified barista trainerEnd of shift reportsInventory ControlRelationship BuildingQuality assuranceMaintaining customer satisfactionStockingTeamworkOrdering
Business Selling Manager/BSM
Dillards
Temple, TX
10.2016 - 11.2018
- Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends.Boosted revenue and facilitated sales activity while developing consistent employee measurements for exceeding goals.Tracked monthly sales to generate reports for business development planning.Reduced process gaps by hiring, supervising and coaching employees on sales strategies and protocols, optimizing performance, growth and profitability.Partnered with marketing team to align sales strategy with brand messaging across all communication channels.Researched and capitalized on emerging opportunities to build business and expand customer base.
Loan Officer
Excel Finance
Temple, TX
03.2015 - 10.2016
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.Executed loan origination process, including ordering credit reports, appraisals and preliminary title reports.Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers.Created financial analysis reports of commercial real estate, borrowers' financial statements, lease reviews and market research.Performed daily maintenance of loan applicant database.Provided expert financial advice on mortgage and both educational and personal loans.Educated customers on variety of loan products and available credit options to promote valuable decision-making.Met with applicants to obtain information for loan applications and answer questions about processes.Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
Education
Some College (No Degree) -
Bangs High School
Bangs, TXChild Development
Temple College
Temple, TXTSTC
Brownwood, TXSkills
- Direct sales
- Stockroom procedures
- Business development understanding
- Employee coaching
- Freight operations
- Call Center Operations
- Inbound and Outbound Calling
- Project management abilities
- Quality control
- Product organization
- Technologically savvy
- Microsoft
- Contract development
- In-store support
- Shipping and receiving understanding
- Promotional support
- High-energy attitude
- Credit card payment processing
- Report generation
- Office equipment proficiency
- Customer relations
- Store maintenance
Timeline
Testing Specialist
Temple College
07.2023 - 10.2025
Accounting Associate
Temple College
10.2022 - 07.2023
Customer Service Call Center Representative/ Sales
Snyders Salvage
06.2021 - 09.2022
Logistics/Barista/Customer Service Representative
Target/Starbucks
11.2018 - 06.2021
Business Selling Manager/BSM
Dillards
10.2016 - 11.2018
Loan Officer
Excel Finance
03.2015 - 10.2016
Some College (No Degree) -
Bangs High School
Child Development
Temple College
TSTC