Vineeth Kumar

To utilize my experience in customer service operations, service coordination, complaint resolution, team training, and operational reporting to contribute to organizational success and grow professionally.

Co-ordinator at Hathway Cable & Datacom Ltd (2022-12 – Present)

• Coordinated broadband service operations, including installations and complaint resolution.
• Managed service tickets and assigned tasks to field technicians to ensure timely completion.
• Maintained customer records and prepared operational reports using MS Office applications.
• Communicated effectively with customers and internal teams to improve service efficiency and satisfaction.
• Monitored pending requests and escalated critical issues to ensure prompt resolution.
• Utilized EMS (Element Management System) tools for network monitoring and issue tracking.
• Followed up with field engineers and customers to ensure closure of service requests within defined timelines.
• Maintained accurate documentation of daily operations and service activities.
• Improved reporting efficiency by organizing large datasets and automating repetitive calculations using formulas.
• Provided training and guidance to new team members on process workflows, service coordination, and system applications.
• Coordinated with the NOC (Network Operations Center) team to resolve internet and network-related issues.
• monitored DG (Diesel Generator) alarms through email alerts, identified power-related issues, and coordinated with the concerned teams for timely resolution.
• Monitored Internet Leased Line (ILL) link-down cases, tracked outages, coordinated with the field teams, and followed up until resolution.
• Created Planned Down Time (PDT) for scheduled network maintenance activities and monitored the status until completion.
• Handled IDAHD creation for major network outages, documented outage details, and coordinated with the concerned teams for timely resolution and service restoration.
• Handled escalation emails related to internet connectivity issues and troubleshooting, coordinated with the concerned teams, and followed up until resolution.

Bachelor of Commerce in Commerce – Bangalore centre University (2019)