Natik Ahmad

I’m a results-driven Customer Support Specialist with 4+ years of experience managing formal complaints, payment disputes, and VIP escalations in BPO and e-commerce environments. I resolve written customer complaints within regulatory deadlines by owning logging, investigation, and resolution, while maintaining complaint record-keeping that supports full audit traceability.

In my most recent role, I conducted root-cause analysis on complaint patterns and partnered with QA and Product teams to improve complaint-handling procedures—reducing repeat complaints by 18% and resolution time by 20%. I consistently uphold fair treatment of customers, achieved 100% SLA adherence, and earned “Performer of the Year” for consistent KPI excellence; I also delivered 95%+ CSAT through live chat and email complaint handling, including refund and billing adjustments. I bring additional strength in compliance-minded documentation and operational accuracy, including using SAP ERP to manage purchase orders and resolve transactional discrepancies with audit-ready records.