Sonika Tomar
Customer Support Executive (SME)
Panchkula
Summary
Dynamic and results-oriented Customer Support Executive and Interim Subject Matter Expert (SME) with over three years of experience in customer support operations at Amazon India. Expertise in delivering exceptional customer service, troubleshooting complex issues, and driving effective resolutions in high-pressure environments. Demonstrated ability to lead teams, optimize operational processes, and elevate customer satisfaction levels. Strong communication, analytical, and leadership skills, complemented by in-depth knowledge of Amazon’s policies, products, and systems.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Customer Support Agent
Amazon
Panchkula
02.2022 - 08.2025
- Delivered high-quality support to customers via phone, chat, and email, providing timely and effective solutions to complex issues.
- Assisted in product inquiries, order issues, returns, and technical troubleshooting while maintaining an empathetic and professional demeanor.
- Contributed to team goals and consistently met 95% and above key performance indicators (KPIs) related to customer satisfaction, response time, and issue resolution.
- Worked closely with SMEs and leadership to improve support processes and customer experience.
- Promoted from agent to Interim SME within a year due to strong performance and leadership abilities.
Interim Subject Matter Expert (SME)
Amazon
Panchkula
02.2023 - 04.2024
- Led and mentor a team of customer support associates, providing expert guidance and ensuring adherence to Amazon’s policies and best practices.
- Handle escalated customer inquiries, resolve complex issues, and provide timely solutions that align with Amazon’s commitment to customer satisfaction.
- Conduct regular training sessions and provide continuous feedback to enhance associate performance and improve customer service quality.
- Supervised a team of 20 Customer Service agents and decreased handling time by 20%.
- Provide expert support on Amazon’s systems and tools, ensuring accurate handling of customer orders, returns, and product inquiries.
Education
Master of Arts - English
Punjab University
Chandigarh05.2021
Bachelor of Arts - Hons. Psychology
Post Graduate Government College For Girls
Chandigarh05.2019
Skills
Leadership & Team Management
undefinedTimeline
Interim Subject Matter Expert (SME)
Amazon
02.2023 - 04.2024
Customer Support Agent
Amazon
02.2022 - 08.2025
Master of Arts - English
Punjab University
Bachelor of Arts - Hons. Psychology
Post Graduate Government College For Girls
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