Tony David Chinthapalli

• Led roadshows across 5 markets (Qatar, Kuwait, UAE, KSA, Bahrain).
• Developed training curriculum and delivered remote/classroom sessions.
• Oversaw the rollout of Aura Prices for major brands (VSFA, PB, PBK, Westelm, American Eagle, NYX, BBW & H&M).
• Designed and executed staff incentive programs to maximize KPI achievement.
• Established and managed an Aura Ambassador program in each market to optimize performance and communication.
• Collaborated on operational support initiatives to achieve shared objectives.
• Leveraged problem-solving, process development, and strategic implementation skills to enhance operational efficiency.
• Streamlined interdepartmental communication to foster organizational collaboration.
• Managed daily operations to ensure seamless functioning and maintain quality standards.

• Streamlined training needs analysis for large-scale implementations across diverse roles and locations within the GCC
• Developed and implemented e-Learning modules and a Learning Management System (LMS) to facilitate e-Learning delivery and track user progress.
• Designed and delivered training materials for various systems and applications.
• Coached business trainers to effectively deliver training programs to end-users.
• Monitored training progress, evaluated results, reported to stakeholders, and provided recommendations for continuous improvement.
• Played an active role in Change Management initiatives, facilitating the adoption of new business systems, including BI Analytics, EPBCS, WMS, CEP, AURA Loyalty, H&M Loyalty, MPOS, Hadreen, Digital wallet, BNPL platforms and Digital receipts.
• Implemented Aura & H&M Loyalty programs across Qatar, Kuwait, UAE, and KSA.
• Led the transformation of legacy systems to updated Phoenix projects across the GCC.
• Provided project status reports to project and application managers.
• Successfully transitioned company-wide training initiatives from in-person to virtual formats during the COVID-19 pandemic, maintaining high engagement levels among participants.
• Collaborated with management to identify specific employee development needs and tailor training materials accordingly.
• Evaluated training program effectiveness through regular feedback collection and assessment tools, ensuring continuous improvement.

• Spearheaded training needs analysis for large-scale implementations across diverse roles and locations within the GCC.
• Developed and implemented e-Learning modules and a Learning Management System (LMS) to facilitate e-Learning delivery and track user progress.
• Managed a wide range of testing activities for various applications, including EPOS (point of sale), Micros, inventory management systems, GTMS (Global Transportation Management System), warehouse management systems, CMS (customer management systems), reporting tools (Oracle Discoverer, Oracle Data Warehouse, BO), online reports, FTP applications, attendance systems and web portals.
• Oversaw the implementation and end-user training for the applications mentioned above.
• Involved in the implementation of eCommerce platforms for major brands, including VSFA, MAC, BBW, H&M, Pottery Barn, TBS, and Mothercare, across the GCC.
• Provided ongoing support to retail outlets during operating platform changes and supported various retail outlets and business teams on new applications.
• Interacted with end-users and development teams regarding various application-related issues and enhancements.
• Contributed to the implementation of ISMS (Information Security Management System) by supporting GOS (Global Operating Standards) with ISO 27001 certification.
• Implemented and supported the rollout of the GOLD ERP inventory management tool for the UAE, Qatar, and Oman markets.
• Successfully managed change management processes for various restaurant brands, including Cheesecake Factory, PF Changes, TRH, Shake Shack, iHop, Pinkberry, Asha’s, and Teavana.
• Coordinated between brand operations and IT development teams for application updates and IT training sessions.
• Assisted international brands, including Victoria’s Secret, MAC, Starbucks, Katsuya, Jo Malone, Footlocker, Pottery Barn, Pottery Barn Kids, West Elm, American Eagle Outfitters, and Jack Wills, with IT systems and operational support training.
• Supervised change management for manpower enhancement solutions, ePAF intelligent rosters systems, and new joiner/termination systems for employees and hiring teams across the UAE, Qatar, and Oman.
• Successfully implemented training on Payment Card Industry Data Security Standards (PCIDSS) across the Emirates.
• Involved in the implementation of software products related to logistics, specifically GTMS (Global Transportation System) for import and export of stock.

Company Overview: (Client: Toronto Dominion Bank – Canada)

General Ledger Reconciliation:

• Specialized in General Ledger Reconciliation, including suspense, mortgage, loan, mutual fund, wire payment, and bill payment.

Training Delivery:

• Trained new hires on core products to prepare them for production.
• Delivered high-quality training programs.
• Conducted training needs analysis.
• Enhanced the knowledge base for the team.
• Conducted Process Knowledge Tests (PKT) monthly for associates to assess their knowledge of banking/process updates.
• Conducted On-the-Job Training (OJT) for associates.
• Updated the team on new products and updates.

Performance and Feedback:

• Participated in the PEI (Partner Experience Index) survey as a survey expert for one year to assess client satisfaction.
• Contributed to quarterly client surveys to gather feedback from supporting units on work quality and satisfaction levels.
• Monitored transactions and provided feedback.
• Evaluated performance based on goals and objectives.
• Provided trainees with monthly performance ratings.

Client Communication and Issue Resolution:

• Motivated agents to achieve 100% survey results.
• Escalated unreconciled general ledgers to relevant partners for timely resolution to avoid impacts on balance sheets.
• Discussed product issues with clients and communicated resolutions across the team.

Team Management:

• Motivated the team to maintain high energy levels and achieve client SLAs.
• Ensured optimum throughput in processes.
• Managed team members.

Meetings:

• Attended daily huddles with the team.