Choshaan Wesak Nawaratne Kondasinghe Patabendige

• Provide consultative sales support for AT&T wireless, internet, and device solutions
• Consistently meet and exceed individual sales and performance targets
• Identify customer needs and recommend customized service plans and products
• Drive revenue through upselling accessories, protection plans, and bundled services
• Manage activations, upgrades, account modifications, and payment processing
• Accepting bill payments via cash, credit cards & day end reconciliation
• Resolve customer concerns with a solution-focused approach, maintaining high satisfaction
levels
• Maintain compliance with company policies and brand standards
• Collaborate with team members to achieve store-level performance goals

• Lead regional service delivery operations, ensuring exceptional customer experiences across multiple retail outlets
• Develop, implement, and continuously improve policies and procedures to enhance service quality and operational efficiency
• Manage regional resources to deliver best-in-class customer experience while establishing effective service strategies aligned with business goals
• Drive customer engagement initiatives, increasing loyalty, brand visibility, and regional market reach
• Analyze customer feedback (CxPulse, VOC, outlet visits, B2B/B2C interactions) to identify service gaps and implement corrective actions, improving overall regional service excellence
• Resolve operational escalations from internal and external stakeholders while implementing preventive measures to mitigate future issues
• Collaborate with cross-functional teams, including Sales, Marketing, and Network Operations, to ensure consistent service delivery and achieve key performance targets
• Oversee customer and market engagement programs, enhancing store presence within the community and fostering long-term relationships
• Initiate and manage staff development programs, including sales technique workshops, customer service training, and career growth initiatives
• Plan and execute service campaigns and institutional drives to expand product reach, improve customer satisfaction, and increase regional revenue
• Promote a high-performance, customer-focused culture through role modeling, regular communication, performance feedback, and recognition programs
• (largest Telco industry in Sri Lanka)
• Off Site & On-site

• Experienced in leading high-performing teams and driving operational excellence across service centers. Skilled in optimizing workflows, enhancing customer experiences, and achieving measurable results
• Led staff scheduling, workforce planning, and resource allocation to ensure seamless daily operations
• Streamlined inventory management, POS materials, and promotional stock across multiple units
• Oversaw cash handling, bank deposits, and financial record reconciliation with accuracy
• Monitored service levels and transaction efficiency, consistently improving customer satisfaction
• Coached and mentored teams, conducted performance reviews, and implemented corrective actions based on CSAT feedback
• Maintained display stock, demo devices, and operational standards including janitorial and security compliance
• Collaborated with cross-functional teams (Finance, IT, Billing) to resolve operational challenges
• Led morning briefings, tracked staff productivity and sales conversion metrics, and managed QRM escalations for timely resolution
• (largest Telco industry in Sri Lanka)
• On-site

• Provide consultative sales support for wireless, internet, and device solutions
• Consistently meet and exceed individual sales and performance targets
• Identify customer needs and recommend customized service plans and products
• Drive revenue through upselling accessories, protection plans, and bundled services
• Manage activations, upgrades, account modifications, and payment processing
• Troubleshoot basic billing or technical inquiries to ensure total client satisfaction and retention.
• Accepting bill payments via cash, credit cards & day end reconciliation
• Resolve customer concerns with a solution-focused approach, maintaining high satisfaction levels
• Maintain compliance with company policies and brand standards
• Collaborate with team members to achieve store-level performance goals
• (largest Telco industry in Sri Lanka)
• On-site