Quality Assurance Customer Service

V ERNON C. SUGGS, J r

***** ******* ***** ***

Clinton, MD 20735

(h)301-***-*****(cell) 202-***-*****301-***-****

Email: ********@*****.***

_

SUMMARY OF QUALIFICATIONS: M ore than twelve years of comprehensive work

experience in the administrative field related to management, customer service

a nd quality assurance. Self motivated; quick learner; open to new methodologies

a nd result oriented; adaptable to changing of priorities and deliverance of

positive results; willing to work as a team player to attain successful project

execution; excellent interpersonal skills with the ability to make sound decisions.

EXPERIENCE

Sr. FOIA Specialist, Nuclear Regulatory Commission (Rockville, MD (Government Contractor)

March 2013- Present

Provide service for the Office of Inspector General (OIG) and commissioners. Provide FOIA

expertise and knowledge under established guidelines. Handle FOIA specifications from

s tart to finish. Conduct research of information by request on a first in first out bases.

Keep t rack of the daily t racking and status of requests. Maintain the function of FOIA

E xpress. Assign request(s) and make determination of complexity of request(s). Correspond

w ith field offices for responsive documents. Assign fees as necessary. Perform redaction as

needed and recognize appropriate exemption. Prepare responding correspondence to the

p ublic with full and final response. Perform all functions as related to the appeal process.

P rovide the final analysis of FOIA packages before responding to the requester. Function

as the direct FOIA Specialist to the commissioner’s office. Support a special international

p roject that handles all high tier and extremely complex requests along with Congressional

classified information that needs extensive accuracy for FOIA.

FOIA Analyst, Department of USAID (Washington, DC) Government Contractor

November 2010 – March 2013

Received, t racked and responded to FOIA requests by conducting adequate records

searches. Applied FOIA exemptions and facilitated t imely responses. M ade

recommendations as to what information should be released applying all established

s tandards and past precedents. Coordinated record searches with staff; requests from other

agencies and clearance of responsive records. Developed FOIA responses for precedence

issues or requests. H andled discretionary releases and all other pertinent information for

p roactive posting to web site or applicable venues. Reviewed policy guidelines, standard

operating procedures (SOP), inspection reports, r isk-assessments, and significant cases to

i dentify systemic t rends indicating the need to update FOIA policy, procedures or t raining.

M ade recommendations for the adoption and application of new methods, approaches and

assessment criteria to ensure program or project requirements were aligned with strategic

objectives. Updated FOIA policies, regulations, and operating procedures. Conducted

t horough assessments to review impact of regulatory changes on operations. Served as

FOIA liaison and lead for FOIA t raining sessions. Created and updated FOIA awareness

materials which included weekly e-mails, t raining slides and posters. Provided

recommendations and advice on the development and implementation of departmental

regulations in regard to access laws and regulations. Reviewed and analyzed incoming

FOIA and PA requests, as well as appeals from denials of access to records requested under

t he FOIA/PA and withheld after the ini tial review and/or the imposition of fees. Provided

guidance regarding FOIA/PA regulations, disclosure of agency records, every exemption

f rom full and or partial disclosure and confidential business information. Prepared the

necessary correspondence to substantiate the reasons for denying requests.

FOIA Analyst Department of Transportation (Washington, DC)Government Contractor

April 2007 – November 2010

Provided advice and guidance for issues that required interpretation and adaptation of

guidance to particular situations related to the FOIA and Privacy Acts. Interpreted

regulations and organizational policies regarding release of information under the FOIA

and Privacy Acts. Routinely acted as point of contact to the public with the responsibility of

telephone inquires. Consulted and coordinated with organizational components and other

agencies on routine and non-routine procedural problems to ensure consistency with FOIA

p rocessing government wide. Performed, reviewed and authorized clearance of information

i n response to FOIA requests. Based on request, provided appropriate release of

i nformation. Maintained an awareness of developments in FOIA and Privacy Act law and

legislation. Reviewed FOIA/PA cases to determine appropriate action and recommended

action. Provided advice and guidance to management, staff, and the public regarding

d isclosure of agency records under the Freedom of Information Act (FOIA) and the Privacy

Act (PA). Identified legal issues and analyzed whether there were any basis to assert an

exemption to disclosure. Conducted extensive record searches and made disclosure

determinations. Conducted research and analyzed problems, issues or program

requirements. Researched statues, policies, and precedents to resolve unusual or difficult

issues. Based on research and findings, made decisions regarding exemptions, disclosure,

denial, or other disposition of legal requests. Prepared correspondence and writ ten

p roducts. Reviewed petitions, claims, FOIA requests, records of proceedings and other

similar legal t ransactions to ensure compliance with legal requirements and technical

accuracy.

FOIA Specialist, Federal Trade Commission, Washington DC Government Contractor

August 2005 – April 2007

Responded to Privacy Act/Freedom of Information Act (FOIA/PA) requests received from a

variety of sources such as: members of the public, press, educational/scientific institutions

and referrals from other agencies/activities. P repared memorandums in response to FOIA

requests. Provided advice and guidance for issues that required interpretation and

adaptation of guidance to particular situations related to the FOIA and P rivacy Acts.

I nterpreted regulations and organizational policy regarding release of information under

t he FOIA and Privacy Acts. Consulted and coordinated with organizational components and

other agencies on non-routine procedural problems to ensure consistent FOIA processing

government wide. Conducted research and analyzed the content of records, problems,

issues, or program requirements to make disclosure determinations for well-precedent cases

u nder the Freedom of Information (FOIA) and/or Privacy Act (PA). In terpreted and applied

applicable statutes, rules, regulations, and executive orders as they pertained to FOIA/PA.

Researched and prepared a variety of wri t ten materials and correspondence related to

requests for information under the FOIA and Privacy Act. Reviewed incoming requests.

Determined whether there was any basis to assert an exemption to disclosure. Analyzed

cases to ascertain what information should be included in each request. Determined what

exemptions were appropriate for each request. Reviewed outgoing responses to ensure

t he complete coverage of issues, proper coordination with the appropriate parties

and compliance with FOIA regulations and policies.

Inventory/ Quality Assurance Associate, E-Trade Financial (Deposit Operations Division), Arlington,

VA,

November 1999 to September 2005

Oversee all inventory and supply functions. Served as head associate. Managed

administrative process relative to the daily operation of the inventory and stock supply.

P lanned and implemented established inventory management functions. Provided

customer service to vendors, users and customers. Managed, regulated and coordinated

control over supplies, equipment and other materials. Managed and maintained automated

t racking system to determine supply inventory needs and requirements. Planned and

i mplemented inventory management functions. Maintained up to date unit cost to ensure

f inancial accuracy and integrity in the computerized perpetual inventory. Performed a

variety of record keeping, updating manuals on policies, directives and operating officials.

Monitored and established stocking levels, patterns for supply i tems to achieve a proper

balance between minimizing costs and maximizing. Performed on the job t raining to new

h ires and temporary staff on all quality assurance/ inventory functions including

p rocedures, goals, and responsibilities. Provided guidance to users about system

capabilities. Prepared correspondence for program office regarding status of reports and

records. Handled maintenance on employee and customer accounts. Ascertained whether

p roduct was for maintenance on existing accounts, new accounts or special accounts.

I dentified counterfeit money or fraudulent money orders and/or and checks. Identified

existing accounts from fraudulent accounts. Served as acting supervisor in the absence of

d irect manager.

Office Assistant, CEL Associates, Inc. Silver Spring, MD,

January 1997 to November 1999

Scheduled appointments with applicants according to supervisor’s availability.

A dministered clerical tests when applicable. Performed reference checks on applicants.

Faxed resumes and other pertinent information to clients. Created up Federal Express,

E xpress Mail or Priority Mail packages. Scheduled deliveries. Set up files and filed

i nformation. Answered phones and disseminated calls accordingly. Used software programs

to prepare memo and correspondence. Established and maintained office records,

p rocedures and reference materials. Ordered supplies for office relevant to new workload.

Sales/Stock Clerk, The Last Stop, Marlow Heights, MD

September 1995 to January 1997

Assisted customers with purchases; conducted inventory control of store merchandise. Set

u p store displays; handled cash and credit card t ransactions; stocked f loor

w ith merchandise. Handled stock

manifest; tagged merchandise; served as lost prevention representative when applicable.

EDUCATION

D iploma: 1995 Paul L. Dunbar Senior H igh School, Washington, DC

Certificate: Barber Chamberlain Vocational School, Washington, DC

SKILLS

Type-40 wpm, MS Word, Excel,

CLEARANCE Secret

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