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Work Background
MetLifeCCA
Oct. 2025Remote
MetLifeCustomer Care Advocate
Oct. 2025RemoteAnalyze STD/LTD claim data and documentation to resolve inquiries and support accurate outcomes. Interpret policy guidelines, identify documentation gaps, and escalate issues to claims teams as needed. Maintain precise case records while meeting performance metrics and compliance requirements.
Instant TeamsCustomer Service Associate
Sep. 2025 - Oct. 2025
Instant TeamsCustomer Support Agent
Sep. 2025 - Oct. 2025Deliver Tier 1 technical support by assisting users with account access, system navigation, and issue troubleshooting. Manage password resets, profile updates, and system requests with high accuracy while resolving most cases at first contact and escalating only when needed.
PeratonIT Operations Analyst II – USPS Project
Apr. 2023 - Nov. 2024Raleigh, North Carolina, United States• Resolved 99% of WAN/LAN connectivity issues, maintaining consistent network uptime
• Audited and processed monthly telecom invoices, reducing payment errors and discrepancies
• Used ServiceNow and Excel to track technical tickets and performance metrics
• Collaborated with vendors to troubleshoot service disruptions and restore functionality
PeratonTelecom Expense & Dispute Analyst
Apr. 2023 - Nov. 2024Raleigh, NC• Worked with telecom systems and vendor platforms to resolve technical and billing discrepancies.
• Maintained detailed documentation and compliance tracking logs.
• Used ServiceNow and Excel to track technical tickets and performance metrics
• Coordinated issue resolution across technical and operational teams.
IdexcelTelecom Analyst, USPS
Apr. 2022 - Jun. 2023Raleigh, North Carolina, United States• Managed 15,000+ disconnect orders, recovering over $2M in telecom cost savings
• Reduced order backlog by 50% through workflow optimization and process updates
• Created and maintained inventory and provisioning reports using Excel
• Developed internal knowledge base, reducing documentation time by 40%
PeratonIPT Project Management Associate, USPS
Jan. 2021 - Aug. 2021Raleigh, North Carolina, United States• Maintained project schedules and coordinated cross-team deliverables
• Led daily meetings, documented action items, and improved team efficiency by 20%
• Managed vendor timelines and tracked project milestones for on-time delivery
• Maintained SOPs and change logs in compliance with internal protocols
Northrop GrummanTelecom Project Analyst, USPS
Dec. 2017 - Jan. 2021Raleigh-Durham, North Carolina Area• Coordinated over 500 telecom moves/adds/changes with zero downtime
• Managed 100+ customer accounts, achieving 98% satisfaction rating
• Reduced project-related issues by 50% through analysis and corrective planning
• Increased project success rate by 30% by implementing structured monitoring
Northrop GrummanWireless IMDAS Technical Support, USPS
Aug. 2016 - Dec. 2017Raleigh, North Carolina, United States• Resolved 200+ mobile device issues with 99% success rate and minimal escalation
• Reduced average resolution time by 20% through historical data and system records
• Improved recordkeeping accuracy by 15% by redesigning tracking procedures
• Achieved 95% customer satisfaction by delivering fast and reliable technical support
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