SUNNY PHU HUA

• Developed and maintained Records Management Plan for classified digital and paper records, ensuring alignment with data governance principles.
• Implemented components of records and information management processes to enhance transparency and information sharing.
• Recommended policies and procedures for records management, including development of implementation plans and SOPs.
• Facilitated governance by leveraging records management tools and frameworks to ensure compliance with federal statutes.
• Prepared presentations and reports on records management activities, addressing issues and proposing resolutions.
• Advised Records Liaisons and Custodians on lifecycle requirements, data security best practices, and PII handling procedures.
• Analyzed existing processes and identified areas for improvement to increase operational efficiency.
• Monitored project performance metrics to ensure quality standards were met.

• Reviewed and assessed DON records to establish disposition schedules and instructions.
• Organized and maintained electronic and physical records for the Department of Navy.
• Facilitated access to sensitive information while maintaining security protocols.
• Maintained comprehensive knowledge of DON, DoD, and NARA guidelines on federal records management.
• Researched trends in records management to identify best practices for continuous improvement.
• Assisted in preparing briefs and assessments for presentations to DON/AA DRMD Senior Leadership.

• Facilitated strategic planning, risk management, scheduling, and implementation of Records Management and Information Management program.
• Developed assessments to gauge records management compliance.
• Supported development and execution of recurring in-person and online training programs, guides, and presentations.
• Analyzed and recommended improvements for Annual DHS internal assessment, promoting growth of Component RIM programs.
• Assisted RIM governance boards with agenda development, meeting execution, and follow-up actions for stakeholders.
• Contributed to Essential Records activities, including quarterly assessments and training awareness across the enterprise.

• Executed records administration policies, improving retention, disposition, and archiving processes.
• Conducted routine audits to verify record accuracy, security, and confidentiality.
• Managed daily scanning of hardcopy documents to enhance workflow efficiency.
• Requested and transferred eOPF within established timeframes while resolving inquiries.
• Developed and implemented records management policies, procedures and best practices.
• Collaborated on special projects as directed by Project Manager to achieve organizational objectives.

• Managed heavy work volume while ensuring timely processing of OPM-approved documents.
• Prepared all documents for scanning and electronic upload into employee official personnel files (eOPF).
• Applied quality control measures to verify accurate scanning of all documents.
• Validated key information on uploaded documents, enhancing data integrity in eOPF.
• Coordinated OPF profile preparations for investigator reviews and participated in file assessments.
• Dispatched eOPF documents to National Personnel Records Center (NPRC) for archival.
• Calculated Service Computation Dates (SCD) to determine employee benefits.

• Audited multifamily commercial mortgage insurance policies or certificates for Government-Sponsored Enterprise loans (GSE), small balance loan, and Federal Housing Administration (FHA)
• Leveraged communication skills to contact insurance agents via email, fax, or phone calls for adjustments on the insurance policies or renewal policies.
• Received policy renewals from properties and updated any changes in our system

• Modified, updated and processed existing policies.

• Managed a heavy work volume by handling 30-40 calls daily, outbound and inbound calls.
• Maintaining a high level of member service working with vehicle titles from secured loans.
• Sending titles, for maintenance or releasing titles for loans that have been paid off, to our members
• Sending request to members for their titles to have Navy Federal Credit Union as the first lien holder.
• Adjusting loan rates higher from not having NFCU as lien holder after 90 days or adjusting back to original rates to after the 90 days placing NFCU as first lien holder.
• Performed mailroom duties: collecting mails from every Specialist to be send out by the end of the day.
• Assisted other Specialists with their duties while they were out

• Handled heavy work volume by receiving 80-100 inbound calls daily
• Maintained a high level of member service
• Made transfer within our members account or to another members’ account or an outside account.
• Analyzed credit/debit transactions for members and processed cases of fraudulent charges.
• Shared new promotions to our members of new or existing products or services.
• Transferred members to different departments and Set up brand new accounts for qualified members

• Opened customer accounts and provided deposit and withdrawal receipts.
• Resolved customer issues through thorough dispute investigation.
• Educated and engaged customers with new bank products and services.
• Verified customer identification and documentation for compliant transactions.

• Maintained customer satisfaction by returning items within return period.
• Analyzed customers’ wireless bill and explained them charges they did not understand.
• Inspected defective device to either replace the device if under warranty or present brand new devices.
• Maintained inventory of the entire store by receiving shipment from the warehouse of new products and sending shipments of returned items back to the warehouse via FedEx.
• Audited monthly inventory count of the entire store to retain above 90% rating
• Investigated the unmatched stock count and ordered office supplies to ensure safety stock margin.
• Continued with the Guru Product Specialist duties

• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

• Assisted customers with their mobile device to be fully functional, whether it be setting up their personal or business/enterprise email, setting up their iCloud, signing into social media accounts, and more.
• Utilized problem-solving skills for mobile device (Smartphone, iPad, aircard, and etc.) technical support.
• Guided customers whether one on one or in a group class the functionalities of their mobile device.
• Cleared the content of demo device on daily basis to ensure those were presentable on next day.
• Set up demo devices upon launch of a new product, so customers can experience it easily
• Troubleshot issues with vanguard and the alarm systems, and ordered more vanguard products