Kritika Mongia
New Delhi
Summary
Professional Project Management Specialist with experience working with teams to accomplish short- and long-term project goals. Managed budgets and monitored project costs.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
Work History
Senior Associate Project Manager – Client Services
Cvent India Pvt Ltd
04.2021 - Current
- Successfully led the implementation of Cvent's event management software for multiple clients, managing project timelines, resources, and deliverables to achieve client satisfaction and meet project objectives
- Regularly communicated project updates, risks, and dependencies to stakeholders, ensuring alignment and transparency regarding project progress and potential challenges
- Provided direction and support to project team members, fostering collaboration and accountability to ensure the successful delivery of project milestones and outcomes
- Effectively managed change requests from clients, assessing the impact on project timelines and budgets, and communicating adjustments to project plans and deliverables to stakeholders
- Maintained project documentation, including project plans, status reports, and meeting minutes, ensuring accessibility and transparency for project stakeholders and team members
- Implemented process improvements and workflow optimizations to streamline project management processes and increase efficiency and collecting appropriate feedback from customers, resulting in cost savings and improved project outcomes.
Account Protection Specialist
AMERICAN EXPRESS
01.2018 - 03.2021
- Providing front end analysis of CM accounts where fraud has been claimed or identified, ensuring that Global fraud policies and procedures are adhered to in all decision making
- Ensure accurate analysis of Fraud Claims and make sound decisions to approve or decline the same through systematic analysis.
- Performed regular security audits to identify potential weaknesses in existing systems or policies, recommending improvements as needed for enhanced protection capabilities.
- Served as a confidential liaison between clients and authorities during crisis situations, effectively managing sensitive information while prioritizing safety concerns.
- Utilized data analysis to identify any security threats and develop solutions to mitigate risks.
- Managed time efficiently in order to complete all tasks within deadlines.
- Cultivated interpersonal skills by building positive relationships with others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Customer Service Associate
BRITISH TELECOM
08.2016 - 06.2017
- Addressing customers' telephony and broadband concerns, providing accurate solutions, preventing future issues, and guaranteeing a resolution in just one call.
- Maintaining regular communication with customers about their network problems to ensure the resolutions are provided at the same time
- Generating reports from their system information and analyzing these reports to ensure that the desired resolutions are provided
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Assisted colleagues with challenging situations, providing guidance based on expertise and experience in the industry.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Senior Customer Service Representative
TECH LIVE CONNECT
06.2015 - 08.2016
- Addressing customer technical issues worldwide, conducting accurate diagnostics, maintaining communication across UK, USA, and Australia, analyzing system reports for effective resolutions, supporting additional processes as needed, and raising unresolved concerns.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and team productivity by promoting operational best practices.
- Promptly responded to inquiries and requests from prospective customers.
- Created and maintained detailed database to develop promotional sales.
- Resolved concerns with products or services to help with retention and drive sales.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Followed up with customers about resolved issues to maintain high standards of customer service.
English Facilitator
AAMF FEA (Free English Academy)
06.2014 - 06.2015
- Providing comprehensive support for students in spoken and written English.
- Enhancing basic English skills through interactive methods like skits, presentations, and engaging games such as Jeopardy and Music Based Training.
- Implementing computer-based training programs to assess and track students' progress effectively.
- Assisted in design of evaluation tools to measure program success and inform future improvements.
- Developed customized training materials, enhancing participant comprehension and retention of key concepts.
Education
Bachelor of Arts - Political Science
SOL, Delhi University
New Delhi, India 05.2014 - 05.2017
Skills
Staff Training
Multitasking Abilities
Lead Generation
Service initiatives support
Account Management
Agile Methodologies
Client Relationship Building
Project Management
Project Scoping
Documentation And Reporting
Adaptability and Flexibility
Team Collaboration
Analytical Thinking
Client Retention
Staff Training
Certification
[Event Management], [Cvent]
Timeline
[Virtual Events], [Cvent]
06-2023
[Hybrid Events], [Cvent]
06-2023
[Event Management], [Cvent]
03-2022
Senior Associate Project Manager – Client Services
Cvent India Pvt Ltd
04.2021 - Current
Account Protection Specialist
AMERICAN EXPRESS
01.2018 - 03.2021
Customer Service Associate
BRITISH TELECOM
08.2016 - 06.2017
Senior Customer Service Representative
TECH LIVE CONNECT
06.2015 - 08.2016
English Facilitator
AAMF FEA (Free English Academy)
06.2014 - 06.2015
Bachelor of Arts - Political Science
SOL, Delhi University
05.2014 - 05.2017