Judy Schaffer

• Evaluated recorded and live calls from phone representatives, reviewing adherence to Express Scripts' scripts, policies, and compliance requirements while documenting objective quality scores and detailed observations for each interaction.
• Assessed representatives' communication skills, including tone, clarity, listening, and professionalism, identifying behaviors that influenced member satisfaction, issue resolution, and overall call effectiveness.
• Monitored changes in call handling quality, comparing evaluation results to identify trends and escalating persistent issues or policy concerns to leadership for follow-up.
• Prepared evaluation reports summarizing call findings, performance trends, and improvement opportunities, ensuring clarity and actionability for supervisors and training staff.
• Collaborated with supervisors and trainers by sharing evaluation insights, discussing coaching priorities, and helping align quality expectations with day-to-day call center operations and performance standards.

Responded to incoming phone calls from guests and staff

Researched and booked reservations to ensure guest satisfaction and meet accommodation needs

Accommodated guest requests to enhance overall experience

Addressed and resolved complaints to maintain guest satisfaction and loyalty

Reservation research and booked

Addressed and met various guest needs and preferences

Handled guest complaints to ensure satisfaction and retention