Sonia Asri

Customer Support professional with 20+ years of experience across BPO, international client servicing, and administrative roles, including Amazon Virtual Customer Service (WFH). Strong expertise in voice, chat, and email support, customer de-escalation, and service quality compliance. Experienced in supporting US & UK customers with a customer-first approach.

Virtual Customer Service (VCS) Associate at Amazon India Development Centre (2022-07 – 2022-10)

Handled customer queries via voice, chat, and email. Resolved order, billing, refund, return, and delivery issues.

• Handle customer queries via voice, chat, and email
• Resolve order, billing, refund, return, and delivery issues
• Support to National (India), UK & North America customers as per business requirement
• Follow SOPs, QA standards, and data privacy guidelines
• Manage Amazon seller accounts, optimize listings, monitor performance metrics
• Handle Seller Support cases and ensure smooth day-to-day account operations
• Manage and update Amazon product listings including titles and bullet points
• Monitor FBA and FBM inventory levels to maintain stock availability
• Coordinate with Amazon Seller Support for listing and account issues
• Conduct competitor checks and keyword research for listing visibility
• Monitor customer feedback and reviews to maintain seller ratings

Virtual Customer Service (VCS) Associate at Amazon India Development Centre (2022-12 – Present)

Rehired to handle customer queries via voice, chat, and email with focus on order, billing, refund, return, and delivery issues.

• Handle customer queries via voice, chat, and email
• Resolve order, billing, refund, return, and delivery issues
• Support to National (India), UK & North America customers as per business requirement
• Follow SOPs, QA standards, and data privacy guidelines
• Manage Amazon seller accounts, optimize listings, monitor performance metrics
• Handle Seller Support cases and ensure smooth day-to-day account operations

Client Service Executive – Classifieds at Muscat Media Group (2007-07 – 2017-03)

Managed classified advertisement bookings and coordinated with clients for content and scheduling.

• Managed classified advertisement bookings
• Coordinated with clients for content and scheduling
• Handled inquiries and issue resolution
• Ensured timely publication
• Maintained strong customer relationships to drive repeat business

Sales Support Executive at Infomedia India Ltd. (Tata Yellow Pages) (1998-03 – 2007-03)

Supported the sales team with client coordination, prepared proposals and quotations, managed ad listing renewals.

• Supported the sales team with client coordination
• Prepared proposals and quotations
• Managed ad listing renewals
• Handled customer queries
• Maintained CRM records to ensure smooth sales operations and customer satisfaction

PGDEMA in Post Graduate Diploma in Educational Management and Administration – IGNOU, Indira Gandhi National Open University (2018 – 2018)

BA – Delhi University

Diploma in Printing Technology – Pusa Polytechnic