Open To Work
Bhavna Sharma
Home Tutor
Panchkula
Work Preference
Summary
Focused with impressive track record in collaborative, cross-functional teamwork within high-pressure environments. Ability to handle multiple tasks and projects simultaneously. Calm,reliable and dependable in meeting objectives-logical and numerate. Seeks new responsibilities and uses initiatives.
Overview
20
20
years of professional experience
Work History
Cash Application Processor
Tech Mahindra
07.2011 - 09.2014
- Processed high-volume transactions with strict accuracy and policy adherence.
- Reviewed customer records to resolve discrepancies and maintain data integrity.
- Verified documentation completeness before routing cases to appropriate teams.
- Coordinated daily work queues to support timely case turnaround and service levels.
- Identified processing errors and corrected records to reduce rework.
- Trained new team members on workflow standards and quality expectations.
Process Trainer
Tech Mahindra
07.2011 - 09.2014
- Training of new hired batches on products, tools, and services.
- Responsible for NHT batches Throughput and performance on production floor
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Increased revenue by upselling and recommending products.
- Managed on-site evaluations, internal audits and customer surveys.
- Handled high volume calls to address customer inquiries and concerns.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Head of Curriculum Administration/Consultant
Home Tutions
Panchkula
12.2015 - Current
- Developed customized lesson plans aligned with student learning objectives and academic requirements.
- Assessed student strengths and gaps to tailor instruction and improve subject comprehension.
- Simplified complex concepts using clear explanations, examples, and guided practice.
- Monitored progress regularly and adjusted teaching methods to support stronger academic performance.
- Managing School Teacher initial Hiring/Orientation
- Managing Parent Teacher Conflicts/Possessions
- Managing School Audits
- Organizing Annual functions/Quarterly outings/Training Program for Teachers
Customer Service Senior Account Officer
IBM Global Process Services Pvt Ltd.
04.2007 - 07.2011
- Resolved complex customer inquiries with accurate product, account, and policy guidance
- Trained new representatives on service standards, call handling, and escalation procedures
- Documented interactions in CRM systems to ensure complete, accurate customer records
- Escalated unresolved concerns to cross-functional teams and tracked follow-up through resolution
- Maintained quality service during high-volume periods while supporting team workload and customer satisfaction
- Directed initiatives towards improving the company's reputation through exceptional service delivery.
- Trained new staff members, ensuring consistent quality of customer service delivery.
- Optimised quality of work by ensuring correct balance between customer service and adherence to company policies and procedures.
Education
M.Com - Commerce
Himachal Pradesh University
Shimla 04.2001 -
B.Com - Commerce
Panjab University
Chandigarh 04.2001 -
Diploma in IT - Information Technology
CEDTI
Panchkula, India 04.2001 -
Skills
Classroom technology use
Multicultural competence
Pupil engagement
Classroom management
Test-Taking strategy instruction
Student motivation techniques
Personalised lesson planning
Student assessment analysis
Timeline
Head of Curriculum Administration/Consultant
Home Tutions
12.2015 - Current
Cash Application Processor
Tech Mahindra
07.2011 - 09.2014
Process Trainer
Tech Mahindra
07.2011 - 09.2014
Customer Service Senior Account Officer
IBM Global Process Services Pvt Ltd.
04.2007 - 07.2011
M.Com - Commerce
Himachal Pradesh University
04.2001 -
B.Com - Commerce
Panjab University
04.2001 -
Diploma in IT - Information Technology
CEDTI
04.2001 -