Diplomatic Security Credentialing & Operations Specialist

Charlotte Hall, MD ***** 301-***-**** **********@*******.***

REBECCA L. WELCH

Customer-focused operations professional with experience in security, compliance, inventory management, and high-volume service environments. Known for delivering exceptional customer experiences, resolving complex issues, and maintaining accuracy in fast-paced settings. Highly disciplined and results-driven security and operations professional with extensive experience supporting the Department of State's Diplomatic Security (DS) mission. Proven ability to manage sensitive identification programs, enforce security protocols, and streamline administrative processes. Recognized for exceptional attention to detail, strong communication skills, and the ability to adapt quickly while maintaining strict compliance with federal regulations and SOPs.

PROFESSIONAL

SUMMARY

ACCOMPLISHMENTS Successfully cleared a backlog of more than 100 retired and resigned Special Agents and

senior-level personnel by completing the

Vetting List with exceptional accuracy and

efficiency.

● Ensured timely processing while

maintaining a high standard of customer

service and strengthening stakeholder

relationships.

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KEY SKILLS ● High-Volume Public Interaction ● Customer Service Excellence

● Inventory & Asset Management ● Compliance & Documentation

● Team Collaboration ● Problem-Solving

● Multi-Tasking & Attention to Detail ● Access & Credentialing

● Communication & Stakeholder Support

DIPLOMATIC SECURITY CREDENTIALS IDENTIFICATION PROGRAM SPECIALIST II AND I 10/2021 to 03/2026

DEPARTMENT OF STATE/Olgoonik Solutions LLC, Washington, D.C. EXPERIENCE

Provided high-quality support to employees, contractors, and visitors, ensuring clarity, accuracy, and professionalism in every interaction.

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Assisted customers with credentialing, access, and compliance requirements, offering step- by-step guidance through sensitive or complex processes.

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Enhanced organizational engagement through consistent collaboration with senior leadership, interdepartmental teams, and external agencies. Supported mission readiness by promoting clear communication, stakeholder alignment, and adherence to federal standards and operational requirements.

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Resolved inquiries efficiently by researching issues, verifying information, and delivering timely, actionable solutions.

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DIPLOMATIC SECURITY SYSTEMS OPERATIONS ADMINISTRATOR 05/2021 to 10/2021 DEPARTMENT OF STATE/Olgoonik Solutions LLC, Washington, D.C. UNION LABORER/OUTAGE FOREMAN 02/2013 to 04/2021

CALVERT CLIFFS NUCLEAR POWER PLANT, Lusby, MD

Demonstrated strong interpersonal skills by adapting communication style to diverse personalities and maintaining composure in fast-paced or high-security environments.

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Built trust with internal and external stakeholders through active listening, empathy, and consistent follow-through.

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Balanced customer needs with strict policy requirements, ensuring both positive experiences and regulatory compliance.

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● Managed comprehensive inventories across federal security programs. Oversaw tracking, issuance, storage, and reconciliation of high-security assets, including DS ID media, law enforcement shields, protective pins, and credential stock.

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Directed Lock & Key Program inventory, ensuring compliance with physical security protocols and accurate key control documentation.

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Monitored, reconciled, and maintained accurate inventories of DS ID media, including law enforcement shields, credential card stock, protective pins, and specialized media.

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Oversaw Lock & Key Program inventory, ensuring proper tracking, issuance, storage, and compliance with physical security protocols across domestic facilities.

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Cataloged, tracked, and disposed of outdated or canceled ID media, ensuring secure destruction and proper documentation.

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Streamlined inventory tracking processes, improving retrieval accuracy and reducing discrepancies in DS ID media records

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Coordinated with external vendors to support inventory procurement, ensuring adequate stock levels and timely replenishment.

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Managed both electronic and physical inventory records, ensuring confidentiality and compliance with federal regulations.

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● Engaged with all levels of leadership and personnel within the Department of State.

● Aided in producing, updating, and maintaining program records, reports, and updates. Responded to emails regarding badging questions for personnel in the Department of State in a timely manner.

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● Coordinated and organized appointments for all personnel.

● IDMS enroller and issuer for badging all personnel of the Department of State. Ensured exceptional customer service through strict adherence to standard operating protocols.

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● Responsible for issuing Department of State Personal Identity Verification (PIV) cards. Implemented security policies, standards, methods, and procedures for the protection of personnel, classified, and sensitive information.

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Assisted employees, contractors, and other agencies' DOS ID card holders requiring ID services by providing information and answering questions about the ID card enrollment and issuance process, as well as access

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Utilized comprehensive knowledge of various organizations and strong drive to secure placement in a key role at the DS Credentials Office control issues.

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Executed daily pre-job briefs to reinforce safety awareness, clarify job tasks, and ensure all crew members understood expectations before work began.

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Provided clear, detailed explanations of job scope during team meetings to support effective communication, coordination, and safe execution of work activities.

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Directed crew operations during outage activities, ensuring tasks were completed safely, efficiently, and in alignment with outage schedule requirements.

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OWNER/CEO 01/2009 to 01/2013

EXTREME LANDSCAPING, Charlotte Hall, MD

OWNER/MANAGER 01/2000 to 01/2013

UNIQUE NAILS & TANNING & PLEASURE ISLAND NAILS, Charlotte Hall, MD Ensured all crew members adhered to safety protocols, PPE requirements, and site-specific procedures in a high-risk nuclear environment. Monitored work progress and adjusted task assignments as needed to maintain workflow continuity and meet critical deadlines.

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Served as the primary point of contact between crew members, supervisors, and turbine services leadership to communicate updates, resolve issues, and maintain operational alignment.

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Promoted a positive, safety-focused work culture by modeling professionalism, accountability, and strong communication.

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Concentrated on task execution and adherence to procedural requirements to support timely completion of outage schedule milestones.

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Maintained and reconciled inventory logbooks for materials, tools, and outage-related equipment, ensuring accuracy, accountability, and full regulatory compliance.

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Performed precise data entry and tracking as a Foreign Material Exclusion (FME) monitor, maintaining accurate documentation in a high-security, safety-critical environment.

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Oversaw inventory controls for tools, equipment, and safety materials essential to outage operations, ensuring availability, proper documentation, and readiness for field teams.

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Coordinated with supervisors and turbine services leadership to ensure timely replenishment of critical materials and supplies.

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Delivered high-quality customer service by providing clear project updates, addressing concerns promptly, and ensuring client satisfaction throughout each project.

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Built long-term customer relationships through reliability, communication, and personalized service.

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Communicated project scope, timelines, and expectations to clients in a clear and approachable manner, ensuring transparency and trust.

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Responded quickly to customer inquiries and service requests, resolving issues with professionalism and a solutions-focused approach.

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Ensured all work met or exceeded client expectations by maintaining high standards of quality, safety, and attention to detail.

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Represented the company with a customer-first mindset, reinforcing positive brand reputation and driving repeat business and referrals.

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Sourced, hired, and supervised staff while directing and evaluating daily performance to maintain efficient and productive operations.

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Provided leadership guidance and hands-on training to newly hired employees, strengthening their understanding of company programs, procedures, and expectations.

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Implemented and reinforced operational procedures and work standards, improving team performance, safety compliance, and overall workflow efficiency.

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Managed production inventory records, tracking income and expenses accurately. Supervised supply and tool inventory, coordinating replenishment with vendors for optimal pricing.

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Oversaw operations budgeting, accounts payable, accounts receivable, and payroll management. Reported revenue against profits and tracked all banking transactions. Conducted reconciliation of all accounts receivable and payable with accuracy. Managed comprehensive financial bookkeeping to ensure fiscal accountability.

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Built and maintained positive customer relationships, contributing to strong client retention and repeat business.

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Streamlined the management of client appointment records, improving organization and accessibility.

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● Scheduled and maintained all client appointments to ensure timely, reliable service delivery. Directed employee performance and service delivery, resulting in improved customer experience and measurable increases in sales.

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Upheld facility cleanliness and presentation standards to create a consistently welcoming and professional atmosphere for clients.

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Oversaw purchasing, inventory control, and maintenance of equipment and merchandise, ensuring operational readiness and cost-effective resource management.

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Conducted coaching, mentoring, and consultation sessions to improve performance and support professional advancement.

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Directed and managed profit and loss statements, sales, inventory, merchandising, and cost controls. Tracked expenses, purchases, and shelf stock to control inventory effectively.

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Oversaw and executed progressively complex responsibilities while holding a critical leadership position, maintaining high standards of performance, organization, and operational efficiency.

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Developed and managed staffing schedules, aligning personnel availability with operational needs to maintain productivity and service quality.

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La Plata High School, La Plata, Maryland

High School Diploma

Fleet Business School, Annapolis, Maryland

Microcomputer Operations Program Certificate

EDUCATION

CERTIFICATIONS OSHA 10 & OSHA 30 CERTIFIED

REFERENCES Available Upon Request

CLEARANCE TOP SECRET

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