Heeraa Kalaiselvan

Enthusiastic Change Manager with over 6 years of successful experience in Change Management and ITIL processes. Recognized consistently for performance excellence and contributions to success in industry.

To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of ITIL process and motivated to learn, grow and excel in the industry.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Handled a team of 24 driving up productivity and encouraging innovation.




Reviewed business models and checked for incompetence to make sure a project was on time and within budget.




Demonstrated operational stability for the heritage STI infrastructure with measurable results by the data shared in my previous goal and starting the series of meetings for the benefit of the Truist account, as well as Truist teammates.




Created and maintaining a FAQ's document for the team. The file serves as a living document with answers to all the repetitive questions.

This in return helps the teams in understanding the process and prevents them in making such mistakes in the future.




Submitted a Defect Prevention Program on the Automation of the Daily Sunrise Report.




Participated in the LCAB Office Hours to educate the various teams on the important updates, upcoming freeze periods, the approval process, the new ServiceNow enhancements and the cheat sheet.




Improved productivity and morale by assisting team members with skill gap closures through training sessions, process improvement programs and knowledge transfer programs.




Collaborated and supported my Truist and IBM teammates in accomplishing cross-organizational goals and achievements.




Ensured strong governance with the technical teams to attain and maintain Service Management SLAs and KPIs.




Successfully implemented a Dashboard to showcase the number of tasks scheduled for implementation in the next 24 hours. This helps us in the Daily Change Task Review call with the Tower Leads and technical teams.




Successfully implemented a Dashboard to showcase components of the "Daily Sunrise Report".

-Backlog changes

-Created changes

-Implemented changes

-Closed changes




Worked on ServiceNow clean-up project to ensure the correct managers and admin are reflected for the Infra Ops groups.




Worked on streamlining the approval process during the transition period which significantly reduced the change rejection rate.




While working with FedEx, ensured there were no SLA breaches or major exceptions/call outs by having weekly and bi-weekly connects with the Account teams and the managers to keep them informed on the current SLA and the issues reported by far.




Successfully cleared the Audits while with FedEx and received an Appreciation from the Account DPE.




Worked on improvising and enhancing the SLA Report used by FedEx for Service Level Management.




Worked on driving the internal backlog reduction project and Chat AHT reduction project to ensure we meet the required targets.




Handled Active and Misroute queue for the team with 0 ticket breach.

Changed the pattern of chat distribution which helped the team improve Chat Average speed of answering (AHT).




Identified automation through Guest wireless and helped the clients automate Guest wireless form.




Received multiple Client appreciations for the outstanding leadership qualities exhibited during and after the transition.




Received Top Performer Award.

ITIL V4 Foundation