Sodeeq Sarumi

Perform all activities in a manner to ensure the safety of yourself, team, customers, and the public.

Respond to all network outages, impairments, and emergencies in assigned area.

Complete all required preventative maintenance inspections to standards. Install, Turn-up, test, and provision SONET, DWDM, and Ethernet equipment in an optical fiber network adhering to engineered design. Work with fiber optic, SONET/Ethernet related test equipment including Network Tester, OTDR, Optical Power Meter, Optical Fiber Identifier, Multimeter, DC plant tester.

Operate and understand RF and Small Cell related test equipment, such as Antenna/PIM analyzer, RF power meter, Spectrum analyzer, Signal generator, Fusion splicer.

Perform advanced analysis and troubleshooting of issues while assisting the NOC and customers.

Perform site survey and quality review of remote locations to ensure company standards are met.

Perform both hardware and software updates and/or changes to remote site equipment as necessary.

Operate PC or similar devices to gain access to Network nodes, CPE devices/Small Cell Network elements as well as assigned administrative tasks.

Customer service

reading meters

surveying the environments to make sure there is no gas leak, and also keeping the customers and properties safe.

• Attend to over 60+ calls per day.
• Employed comprehensive benchmarks to establish and monitor customer service standards.
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Evaluated interactions between associates and customers to assess personnel performance.
• Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
• Made reasonable procedure exceptions to accommodate unusual customer requests.
• Provide support to clients both deskside and remotely .
• Correct faults and provide resolution of complex problem tickets.
• Perform PC and network troubleshooting and upgrades.
• Network support and troubleshooting.
• Perform network analysis and capacity planning.
• Assist in creation of processes and procedures for client network operations.
• Contribute to administration of network backup and disaster recovery.
• Contribute to planning and implementation of multiple projects.

• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
• Answered 50+ incoming calls daily and provided customers per training guidelines.
• Provided excellent quality customer service by patiently listening and communicating company policies with empathy.
• Maintained positive attitude at all times in fast-paced environment.
• Received positive feedback rating of 96% based on customer satisfaction surveys.
• Run, maintain, reconcile, review, combine, analyze and validate financial data sets, utilizing financial reports, financial databases, and key financial information often from multiple systems.
• Assist in preparation of basic management information reports

• Analyzed and developed service goals for in-bound call center.
• Tracked KPIs and created continuous improvement plans.
• Increased customer satisfaction ratings to 96%.
• Managed customer contact center with 73 support representatives.
• Support Full service gross (FSG) new business generation by helping groups’ senior banker(s) introduce opportunities and encouraging ongoing dialogue between investment banking industry and product teams and potential private equity clients.
• As team’s primary Client Contact Specialist (CCS), schedules appointments for Advisors by proactively contacting “unassigned” clients and manages Advisors calendar. In advisors absence, manage voice and emails to ensure clients are responded to in timely manner
• Goal Management success as measured within Performance Management System.
• Overall professional demeanor and embodiment of corporate core values as measured by six (6) core competencies
• Quality of customer service as monitored by SMARSH, CIC, LYNC, and Quality Management.
• Number of Contact Attempts to both assigned and unassigned clients.
• Participates in projects related to business’ and team’s overall business priorities.