Customer Service Manager Associate

DeVaughn Sherman

***** ****** *** #*

Paramount, CA 90723

(310) 936 – 1191

********.*******@*****.***

Work Experience

Hertz, Lakewood, CA Aug 2023 – March 2025

Manager Associate 2

Started as a manager trainee and was promoted to Manager associate 1 within 5 months. Basic duties entail but are not limited to, transporting vehicles and customers to and from repair locations, processing rental transactions while handling personal customer data and information, maintaining audit standards for our Lakewood and Cerritos Ford locations, providing a gold standard level of customer service to every customer, maintain a high customer satisfaction faction level based on customer surveys. Responsible for answering telephone calls and responding to emails in a timely and polite manner, ensuring fleet inventory is maintained every evening before closing the location, as well as adhering to safety measures and procedures, working with our local repair shops and dealerships to ensure that vehicle maintenance performed a regularly scheduled intervals, and communicating fleet needs to the proper locations and personnel.

Southern California Edison, Various Oct 2004 - Dec 2021

Senior Supervisor

Aiding in process development, and cross-departmental collaborations. Functions include assisting in the overall support of Field Accounting, supporting SOX compliance, reviewing and continuous improvement on current processes as well as working to develop new processes.

• Process Development: Work with various stakeholders to help develop and refine various processes.

• Employee Development: Provide guidance and troubleshooting for all field accounting department. Assisted with removing obstacles and clarifying processes to help achieve efficiency with business completion.

• Compliance: Work directly with departments responsible for accurate and timely reporting to the CPUC, FERC, and NERC. Responsible for critical analysis of information that has cross-organizational impacts. Review monthly inventory and completed work orders for SOX Controls. Ensure proper financial accounting for district functions to prevent financial implications.

Material Management: Assist and manage work from line construction contractors.

Work with supply chain to ensure accurate processes were followed within the scope of the material acquisition process.

• Technical SME: Assigned to E2 Notification asset correction project for the Metro West Region. Created the E2 Notification training material with other Subject Matter Experts. Assisted with Quality Management System writing and testing.

• Union Experience: Eleven years’ experience with the IBEW Collective Bargaining Agreement and handling of labor and diversity issues. Supervisor of Bargaining Unit Employees.

• Cross Functional relationships: FAO Liaison for Distribution Planning Program. Formed cohesive relationship with FAO and other entities within the Transmission & Distribution business unit. Work with Distribution stakeholders across various AOR’s within the IPSEC Model to resolve issues and ensure prompt and compliant processing of work orders, material management, Notifications, journal entries and asset records. Supervised under the direction of a manager 2, for Dominguez Hills S/C, Metro West Transmission, Artesia CPS, Randolph CPS, and Sheila CPS. Manage completion of FAO core duties of work order closure, timekeeping, asset record correction and material management. Responsible for maintaining and monitoring safe working conditions. Work with Distribution stakeholders across many AOR’s within the IPSEC Model.

• Technical SME: Assigned to E2 Notification asset correction project for the Metro West Region. Created the E2 Notification training material with other Subject Matter Experts. Assisted with Quality Management System writing and testing.

• Project Management: Work with FAO management team to ensure consistent monitoring of various projects including tracking, reporting, and completion.

• Union Experience: Eleven years’ experience with the IBEW Collective Bargaining Agreement and handling of labor and diversity issues. Supervisor of Bargaining Unit Employees.

• Cross Functional relationships: FAO Liaison for Distribution Planning Program. Formed cohesive relationship with FAO and other entities within the Transmission & Distribution business unit. Work with Distribution stakeholders across many AOR’s within the IPSEC Model to resolve issues and ensure prompt and compliant processing of work orders, material management, Notifications, journal entries and asset records.

J.C. Penney, Carson, CA 2000-2006

Visual Merchandise/Customer Service Specialist

Started in the men’s department processing returns and supplying customer assistance. Transitioned to the catalog and credit department supplying customer service and reviewing credit accounts, in addition to cashier work. Utilized communication skills to work with irate as well as satisfied customers effectively. Regularly managed confidential client credit information. Promoted to an entry level management position in visual merchandising coordinating product placement as well as maintaining core standards for the visual merchandise of all departments. Collaborated with other departments to achieve these standards on a regular basis. Managed several teams in coordinating the visual merchandize displays, product placement and analyzing as well as setting floor plans which required diligence and focus on accuracy. Managed several projects simultaneously as well as took a lead role in every floor plan and visual setting display for the store. Promoted to visual merchandising manager’s assistant. Used MS Word for customer communication, business emails, and reports as needed. Used Internet to research projects. Instrumental in developing business plans and goals for the visual merchandising department. Regularly received customer service awards for providing “outstanding” and “above and beyond” customer service. Manage various Cross-functional Teams. Upgraded to department lead (on a regular basis) when manager was out of the office. In this role, managed scheduling, inventory, attended management meetings, specialized training and lead team to meet department goals. Regularly called upon to make sounds decisions for the group in all of the above areas. Consistently met department “visual merchandise goals” with displays being set up on time and meeting company standards. Promoted regularly for leadership skills as well as flexibility in getting the job done.

Education Certificates

Cerritos College - Norwalk, CA

AA Degree in Business Administration

• Currently working toward Bachelor’s Degree

Institute of Network Technology - Signal Hill, CA

Microsoft Office Certified

• Microsoft Office Certified

• A+ Computer Hardware repair Certified

Reach LA - Los Angeles, CA

California Family Planning Certificate

•Certified as a California Family Planning Health Worker

Gardena Senior High School - Gardena, CA

High School Diploma

Graduated in the top 20% of the class

Life and Health Insurance License

License #4195716

Volunteer Experience

Southern California Edison Compton, CA 2009- 2021

Member of the Employee Contributions team for the Dominguez Hills Service Center. Work with a team to raise money and awareness of and for various 501C3 Charity Organizations.

Reach LA Los Angeles, CA 2006 - 2012

Member of the Reach LA’s Ovahness young men’s leadership team. Work at various outreach events performing counseling and intakes with clients. Educate youth about safe sex practices and directing them to necessary resources. Also working as a peer health advocate encouraging youth to get tested for sexually transmitted disease as well as accompanying them to Reach LA or other test sites.

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