Lourdu Felicita R
Chennai
Summary
Techno-functional professional with a total of 14 years of experience in project management, CRM implementation, and service delivery. CSM and ITIL V3 certified, with hands-on expertise in Salesforce and Zoho administration, Agile delivery, and cross-functional collaboration. Skilled in reporting and dashboards to drive data-led decisions, and operational efficiency.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Manager, New Projects
Intuit Management Consultancy LLP
Chennai
06.2024 - 06.2025
- Owned the project roadmap and delivery plans for enterprise-level CRM and digital transformation initiatives.
- Defined and tracked project goals, timelines, and success metrics to align with evolving business priorities.
- Acted as Scrum Master for cross-functional teams, facilitating agile ceremonies, including sprint planning, daily stand-ups, retrospectives, and reviews.
- Represented the customer perspective in solution design to ensure deliverables met both functional and technical requirements.
- Maintained regular stakeholder communication and collaborated with technical teams to ensure alignment on solution design, delivery timelines, and key decisions.
- Identified opportunities for continuous process improvement, driving cost-effective, and performance-oriented workflows.
- Enabled data-driven decision-making by establishing centralized systems and real-time reporting frameworks.
Programs and Services Scheduling Coordinator
Laerdal Medical India Pvt Ltd
Chennai
05.2017 - 12.2023
- Acted as the Salesforce Implementation SPOC, partnering with internal stakeholders and external consultants to drive CRM adoption, configuration, and optimization.
- Served as the internal Salesforce Administrator, managing user access, data hygiene, reports, dashboards, and system enhancements to support business operations.
- Maintained and customized Salesforce CRM to track sales performance, service activities, and customer interactions, enabling better visibility and reporting.
- Led service delivery coordination across South India, ensuring SLA compliance and cross-functional alignment across logistics, finance, and support teams.
- Oversaw customer onboarding, post-sales support, and regional training programs, improving engagement and service quality.
- Developed operational dashboards and performance reports to support leadership with actionable insights and financial planning.
- Spearheaded service process improvements and change initiatives, introducing structured workflows and scalable support models.
- Supported sales operations with technical quoting, product configuration, and customer lifecycle coordination.
Technical Lead, Technology
Scope International, Standard Chartered Bank
Chennai
09.2010 - 10.2016
- Managed global IT support operations for critical banking infrastructure, ensuring swift incident resolution and remote assistance delivery.
- Led a technical team handling high-priority VVIP stakeholder requests, and served as On-Call Support Lead for escalations and after-hours incident coordination.
- Mentored team members to strengthen technical capabilities, enhance diagnostics, and accelerate resolution times.
- Oversaw hardware asset management via the Remedy system, handling asset tracking, updating, auditing, and reconciliation to support compliance and infrastructure health.
- Coordinated with procurement and vendors on hardware refreshes, decommissioning, and warranty processes to maintain optimal asset lifecycle.
- Collaborated with incident management teams to analyze recurring issues, deliver permanent fixes, and implement interim workarounds to maintain service availability.
- Worked closely with the Request Management Services Team to process hardware and software change requests during upgrades and deployments.
- Contributed to the creation of operational dashboards for real-time monitoring of hardware assets, team performance, SLA compliance, and support metrics.
Customer Support Executive
Sumeru Soft Pvt Ltd
Chennai
08.2009 - 09.2010
- Delivered multi-channel (email, chat, call) support to banking users, resolving account-related and technical queries.
- Coordinated with technical teams for the escalation and resolution of high-priority incidents.
Education
MBA - Finance
IGNOU
Chennai08-2013
Skills
- Agile delivery and Scrum facilitation
- CRM implementation and administration
- Service delivery and IT operations
- Stakeholder and cross-functional collaboration
- Insights and KPI reporting
- Digital transformation and process optimization
- Tools and platforms: Salesforce, Zoho Suite, Jira, Remedy, ServiceNow
Certification
- CSM - Certified Scrum Master
- Salesforce administrator – hands-on experience|Certification in progress
- ITIL V3 Foundation
- Six Sigma(White belt)
Accomplishments
Stavanger, Norway – Sep 2022
Led on-site implementation and aligned global solutions with regional needs.
Kuala Lumpur, Malaysia – Jul 2019
Supported new product rollout and service model design for Asia-Pacific.
Personal details
Date of Birth: 30/03/1988
Nationality: Indian
Marital Status: Married
Timeline
Senior Manager, New Projects
Intuit Management Consultancy LLP
06.2024 - 06.2025
Programs and Services Scheduling Coordinator
Laerdal Medical India Pvt Ltd
05.2017 - 12.2023
Technical Lead, Technology
Scope International, Standard Chartered Bank
09.2010 - 10.2016
Customer Support Executive
Sumeru Soft Pvt Ltd
08.2009 - 09.2010
MBA - Finance
IGNOU
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