Chinnap Reddy Pallerla
Cote-Saint-Luc,QC
Summary
Dynamic and results-driven leader with extensive 16 years of experience in handling major incidents, implementing change management ,ITSM process strategies, and ensuring operational resilience. Adept at leading crisis resolution, managing stakeholder communication, and driving transformation initiatives to optimize efficiency and customer satisfaction
Overview
16
16
years of professional experience
Work History
Senior Operations Manager
Aster Pharmacy
06.2023 - 01.2024
- Spearheaded the rapid resolution of high-priority incidents, reducing downtime by 40% and ensuring seamless business operations.
- Established a structured incident management framework, improving response efficiency and minimizing service impact.
- Led cross-functional war rooms for major incidents, ensuring swift identification of root causes and implementation of permanent fixes.
- Implemented automated monitoring and alerting systems, decreasing incident response time by 30%.
- Facilitated the deployment of Service Management processes, ensuring seamless integration across Incident, Problem, Change, Configuration, Knowledge Management, and Request Fulfillment.
- Developed and enforced incident reporting protocols, enhancing transparency and accountability across teams.
- Conducted detailed root cause analyses (RCA) for recurring issues, reducing incident recurrence by 50%.
- Introduced a preventive problem management strategy, leading to early identification and mitigation of potential risks.
- Collaborated with technical teams to implement long-term fixes, eliminating recurring failures and improving system stability.
- Established a knowledge base of past incidents and resolutions, enabling faster problem diagnosis and resolution.
- Successfully drove change management initiatives to proactively address systemic issues before they escalated.
- Successfully led company-wide change initiatives, ensuring minimal disruption and maximum adoption.
Senior Manager - Operations
Reliance Fashion Factory
03.2022 - 04.2023
- Led cross-functional transformation projects, optimizing workflows and increasing efficiency across operations.
- Standardized employee training models, fostering adaptability in incident management and response strategies.
- Spearheaded digitalization efforts, integrating automated solutions for tracking service disruptions and resolution timelines.
- Improved inter-departmental coordination, ensuring swift alignment and execution of business-wide change initiatives.
- Managed incident handling frameworks, driving efficiency in operations and customer service recovery.
- Developed incident tracking tools and reporting dashboards, ensuring transparency in risk assessments.
- Oversaw process transitions, adapting to market trends and competitive strategies.
Manager/Process Lead - Backend Operations
Brand Factory Future Lifestyle Fashions
04.2019 - 02.2022
- Identified problem sources through incident analysis, leveraging KPI tracking, reporting, and trend monitoring.
- Maintained optimal service performance, driving process improvements and operational efficiency.
- Designed and executed SLAs, achieving a 98%+ customer satisfaction rating.
- Reduced Incident MTTR, alerts, and CI discrepancies, aligning with client objectives.
- Strengthened service delivery performance, optimizing response times and driving service improvements.
- Developed standardized policies and practices that aligned with business strategies, enhancing operational efficiency and cost-effectiveness.
- Increased technician productivity through structured field management initiatives, collaborating with technical leads.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
Assistant General Manager - Sales & Customer Experience Management
Metro Cash & Carry
05.2015 - 04.2019
- Improved customer satisfaction scores by 95%+ through proactive service enhancements and complaint resolution strategies.
- Streamlined sales workflows, increasing revenue and boosting conversion rates through data-driven strategies.
- Implemented customer engagement initiatives, driving retention and enhancing loyalty programs.
- Developed omnichannel support systems, ensuring consistent and exceptional customer experiences across all platforms.
- Strengthened problem management frameworks, reducing recurring incidents and enhancing service efficiency.
- Standardized business policies and best practices, increasing technician productivity and reducing operational costs.
- Improved service delivery SLAs, consistently exceeding performance benchmarks.
Manager - Operations
Aravind
04.2013 - 02.2014
- Managed operations, ensuring high performance and exceptional customer service.
- Controlled expenses and cost efficiencies, driving profitability through strategic financial oversight.
- Conducted regular stock audits, minimizing shrinkage and improving inventory accuracy.
- Monitored and optimized KPIs, enhancing sales performance and operational effectiveness.
- Ensured strict compliance with statutory regulations and SOPs, maintaining industry standards.
Floor Manager - Operations
Mom & Me
10.2011 - 04.2013
- Integrated Quality Management, Logistics, and Inventory Systems, enhancing operational efficiency.
- Led sales and distribution strategies, ensuring revenue targets and profit margins were met.
- Oversaw goods receiving, stock management, and cataloging, minimizing shrinkage and loss.
- Managed administrative functions, ensuring compliance with best practices in loss prevention.
- Developed and executed profitability-focused merchandising and promotional activities.
- Directed operations to meet budgeted performance goals, optimizing resource allocation.
Assistant Manager - Operations
Hotspot Ltd
02.2008 - 04.2011
- Strengthened customer relationships, increasing loyalty and revenue growth.
- Managed assets, identifying expansion opportunities through strategic sales initiatives.
- Conducted regular stock audits, ensuring inventory accuracy and shrinkage control.
- Implemented high-impact sales and marketing strategies, enhancing profitability.
- Developed competitive intelligence strategies, keeping staff informed of market trends.
- Established SOPs and profitability-focused action plans, ensuring operational efficiency.
- Led market analysis and forecasting, enabling data-driven business decisions.
Education
MBA - MARKETING AND FINANCE
LOYOLA ACADEMY
Skills
- IT Service Management
- Major Incident & Crisis Management
- Project Coordination & Business Development
- Stakeholder Communication & Vendor Management
- ITSM & Incident Tracking
- Risk Mitigation & Compliance Oversight
- Change Management & Process Optimization
- Leadership & Team Training
- Customer Success
Timeline
Senior Operations Manager
Aster Pharmacy
06.2023 - 01.2024
Senior Manager - Operations
Reliance Fashion Factory
03.2022 - 04.2023
Manager/Process Lead - Backend Operations
Brand Factory Future Lifestyle Fashions
04.2019 - 02.2022
Assistant General Manager - Sales & Customer Experience Management
Metro Cash & Carry
05.2015 - 04.2019
Manager - Operations
Aravind
04.2013 - 02.2014
Floor Manager - Operations
Mom & Me
10.2011 - 04.2013
Assistant Manager - Operations
Hotspot Ltd
02.2008 - 04.2011
MBA - MARKETING AND FINANCE
LOYOLA ACADEMY
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