Summary
Overview
Work History
Education
Skills
Timeline
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Shamara Ijames

Mount Laurel,NJ

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability, and drive business results and bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills.

Overview

14
14
years of professional experience

Work History

Debt Collections Caseworker

Pioneer Credit Recovery
10.2018 - 05.2021
  • Provide support with various internal audits and special tax-related projects, i.e., Tax Amnesty
  • Mentor members of the tax team to greater levels of effectiveness and engagement.
  • Enhanced client well-being by developing comprehensive case plans addressing individual needs.
  • Streamlined documentation processes, increasing efficiency in caseload management.
  • Maintained up-to-date records on all clients, enabling accurate monitoring of progress and appropriate case planning adjustments.
  • Ensured adherence to state regulations by maintaining timely documentation and meeting reporting deadlines.

Distribution Analyst

Kia Motors America, Inc.
02.2015 - 04.2018
  • Communicate policies with District Sales Managers and vendors
  • Manage Company Vehicle system and procedures, including Auto Shows and Special Promotions and disposal of these vehicles and auctions according to policy
  • Facilitate Distribution of Certificate of Origin and Monroney labels to dealers daily
  • Maintain allocation and distribution files for the Regional Distribution Department
  • Input Dealer Wholesale orders through the Formal Allocation System and the manual system as needed
  • Disseminate daily sales and stock reports to regional staff and prepare month-end sales reports
  • Process Wholesale returns and interest reimbursements for damaged and lost vehicles
  • Improved distribution efficiency by analyzing and optimizing delivery routes.
  • Managed vendor relationships effectively, fostering strong partnerships that contributed to overall business success.
  • Evaluated potential risks within the supply chain and developed contingency plans accordingly, minimizing disruptions to daily operations.
  • Collaborated with the marketing department to develop targeted campaigns promoting products most in demand within specific distribution channels, driving increased sales revenue.
  • Tracked daily inventory movements and performed cycle counts to maintain accuracy.
  • Devised strategies to streamline supply chain operations and reduce expenditures.
  • Built long-term relationships due to prompt and courteous service.

Consumer Affairs Analyst

Kia Motors America, Inc.
08.2007 - 03.2015
  • Analyze, coordinate, and respond to all escalated customer cases (KCAC dispatches, dealer requests, written requests, BBB and/or State arbitration, Final Repair Notices, Motor Vehicle Defect Notices, Regional management requests, etc.) within the department’s established guidelines and protocol maintaining a high level of customer service
  • Administration and documentation of all customer cases in the Clarify system including the processing of goodwill, repurchase, and replacement vehicle requests all while establishing and completing department objectives
  • Provide support and work in conjunction with District Parts and Service Managers, Field Technical Representatives, Regional management, and National Consumer Affairs towards assisting any consumer situations or cases while adhering to company and department policies and objectives
  • Maintain composure and effectiveness in a fast-paced environment, represented by strong organizational skills and the ability to manage multiple projects and deliver high-quality results in a timely fashion
  • Helps ensure that all day-to-day activities are carried out according to KMA policy and procedure
  • Reduced operational costs with a thorough analysis of vendor performance metrics and contract negotiations.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
  • Identified and resolved problems through root cause analysis and research.
  • Queried databases for information needed for report processing.
  • Monitored compliance and filing requirements in conjunction with staff and management.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Collected, arranged, and input information into database system.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Maintained database systems to track and analyze operational data.
  • Devised and implemented processes and procedures to streamline operations.

Education

Bachelor of Arts in Paralegal Studies - Law (Pre-Law)

Hampton University
Hampton, Virginia
05.2024

Associate of Science in Broadcast Journalism -

Bauder College
Fort Lauderdale, FL
01.1994

Skills

  • Information Security
  • Account Updating
  • Complaint Resolution
  • Report Generation
  • Paperwork Processing
  • Product Knowledge
  • Data Collection
  • Microsoft Excel
  • Order Fulfillment
  • Conflict Resolution
  • Research
  • Proofreading
  • Critical Thinking
  • Active Listening
  • Conflict Mediation
  • Building Rapport
  • Process Optimization
  • Customer Service
  • Follow-Up Skills
  • Product Education
  • Documentation
  • Prioritization
  • Customer Education

Timeline

Debt Collections Caseworker

Pioneer Credit Recovery
10.2018 - 05.2021

Distribution Analyst

Kia Motors America, Inc.
02.2015 - 04.2018

Consumer Affairs Analyst

Kia Motors America, Inc.
08.2007 - 03.2015

Bachelor of Arts in Paralegal Studies - Law (Pre-Law)

Hampton University

Associate of Science in Broadcast Journalism -

Bauder College

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Shamara Ijames