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Jeffery Graham
Complaint Evaluation Supervisor
Summary
Highly skilled and experienced Complaint Evaluation Supervisor with a proven track record of success in managing and resolving customer complaints. Proven ability to identify and address root causes of customer issues, analyze complaint data, and develop and implement solutions to improve customer service and satisfaction. Possess strong communication, problem-solving, and analytical skills, as well as a deep understanding of industry regulations and best practices in complaint handling.
Education
Business Administration
August 2016
Skills
- Complaint Investigation
- Case Management
- Root Cause Analysis
- Data Analysis
- Problem Solving
- Customer Relations
Work Experience
Complaint Evaluation Supervisor
- Analyzed complaint data to identify trends and patterns, providing insights for process improvement and product development.
- Facilitated crossfunctional teams to develop and implement solutions to resolve complex customer issues.
- Maintained compliance with industry regulations and company policies governing complaint handling.
- Conducted regular audits to ensure adherence to complaint handling best practices.
Complaint Evaluation Supervisor
- Supervised a team of complaint analysts, ensuring timely and accurate resolution of customer complaints.
- Established and implemented a centralized complaint tracking system, resulting in a 20% reduction in complaint handling time.
- Developed and conducted training programs for complaint analysts, enhancing their skills in complaint investigation and resolution.
- Collaborated with senior management to identify and address systemic issues contributing to customer complaints.
Accomplishments
- Developed and implemented a new complaint triage system, reducing complaint handling time by 20% and improving customer satisfaction scores.
- Established a collaborative relationship with key stakeholders, resulting in a 15% reduction in complaint volume due to improved communication and problemsolving.
- Conducted comprehensive root cause analysis of customer complaints, identifying patterns and developing targeted solutions to prevent recurrence.
- Trained and mentored new team members, developing their complaint evaluation and resolution capabilities, resulting in a 12% increase in team productivity.
- Implemented process improvements to streamline complaint investigations, reducing resolution time by 10% and enhancing customer experience.
Awards
- Recognized for Outstanding Performance in Complaint Resolution, consistently exceeding industry benchmarks for customer satisfaction.
- Received the Team Excellence Award for leading a team that consistently achieved the highest complaint resolution rate in the region.
- Honored with the Presidents Award for Exceptional Customer Care, recognizing contributions to promoting positive customer experiences.
- Recognized for exceptional communication skills, effectively resolving complex complaints and providing empathetic support to customers.
Certificates
- Certified Complaint Professional (CCP)
- Certified Customer Service Professional (CCSP)
- Certified Quality Manager (CQM)
- Certified Six Sigma Black Belt
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How To Write Resume For Complaint Evaluation Supervisor
- Highlight your experience in managing and resolving customer complaints, specifically in a supervisory role.
- Quantify your accomplishments with specific metrics, such as the reduction in complaint handling time or the improvement in customer satisfaction.
- Showcase your skills in identifying and addressing the root causes of customer issues, using data analysis and problem-solving.
- Emphasize your ability to develop and implement training programs for complaint analysts, as well as your collaboration with senior management.
- Include keywords relevant to the job, such as complaint evaluation, case management, root cause analysis, and customer relations.
Essential Experience Highlights for a Strong Complaint Evaluation Supervisor Resume
- Supervise a team of complaint analysts, ensuring timely and accurate resolution of customer complaints.
- Establish and implement complaint tracking systems to improve efficiency and reduce handling time.
- Develop and conduct training programs for complaint analysts to enhance their skills in investigation and resolution.
- Collaborate with senior management to identify and address systemic issues contributing to customer complaints.
- Analyze complaint data to identify trends and patterns, providing insights for process improvement and product development.
- Facilitate cross-functional teams to develop and implement solutions to resolve complex customer issues.
- Maintain compliance with industry regulations and company policies governing complaint handling.
- Conduct regular audits to ensure adherence to complaint handling best practices.
Frequently Asked Questions (FAQ’s) For Complaint Evaluation Supervisor
What are the primary responsibilities of a Complaint Evaluation Supervisor?
Complaint Evaluation Supervisors are responsible for overseeing a team of complaint analysts, establishing and implementing complaint tracking systems, developing training programs, collaborating with senior management, analyzing complaint data, facilitating cross-functional teams, maintaining compliance, and conducting regular audits.
What skills are required to be an effective Complaint Evaluation Supervisor?
Essential skills include complaint investigation, case management, root cause analysis, data analysis, problem-solving, customer relations, communication, and leadership.
What are the qualifications for a Complaint Evaluation Supervisor?
Typically, a Bachelor’s degree in Business Administration or a related field is required, along with several years of experience in complaint handling and supervision.
What industries employ Complaint Evaluation Supervisors?
Complaint Evaluation Supervisors are employed in various industries, including retail, healthcare, financial services, and technology.
What is the career outlook for Complaint Evaluation Supervisors?
The job outlook for Complaint Evaluation Supervisors is expected to grow in the coming years due to the increasing importance of customer service and the need for organizations to effectively handle customer complaints.
What are the key challenges faced by Complaint Evaluation Supervisors?
Key challenges include managing large volumes of complaints, ensuring timely resolution, addressing complex customer issues, and staying up to date with industry regulations.
What are the opportunities for advancement for Complaint Evaluation Supervisors?
With experience and strong performance, Complaint Evaluation Supervisors can advance to roles such as Customer Service Manager, Operations Manager, or Director of Customer Experience.
What are some tips for writing a standout Complaint Evaluation Supervisor resume?
Highlight your experience, skills, and accomplishments; use specific metrics to quantify your results; tailor your resume to the specific job requirements; proofread carefully for any errors.