Taylor Stevens Email & Phone Number

Draper, Utah, United States

• Designed and implemented automation workflows within ServiceNow for several different stakeholders, optimizing routine processes, maximizing team capacity, and reducing manual error resulting in $50,000+ saved.
• Collaborated in a structured Agile Kanban environment with an engineering team and management to discuss ongoing projects, offer insights, and propose ideas for continuous improvement for 46 stories in 3 months.
• Leveraged JavaScript in front-end/client and back-end/server-based scripting to devise innovative solutions for complex technical challenges, enhancing system functionality and user experience.
• Engineered and delivered over 10 custom scoped applications, addressing specific business needs and improving overall workflow efficiency.
• Built multiple other solutions using modules or features: Custom API Flow actions, Catalogs/Record Producers, Scoped Apps, Fix Scripts, Flow Designer, Workflow Editor, Studio App Engine, Widgets, and more.

Saratoga Springs, Utah, United States

• Formulated and proposed fraud mitigation strategies, resulting in prevention of over $250,000 in fraudulent activities.
• Labored together with other leadership to develop and implement training plans and methods for 16 different agents.
• Pioneered process enhancements through implementation of tools such as Confluence by Atlassian and Excel Macros/VBA, leading to 100s of hours saved in daily tasks.
• Utilized analytical tools including Tableau dashboards, Excel Pivot Tables/Charts, SQL queries, and Power BI reports to conduct portfolio reviews and identify instances of large-scale fraud.

• Each day I reviewed store portfolios/performance in Tableau + Power BI dashboards to find and escalate fraud issues which led to the discovery of over 1,000 fraudulent applicants
• Executed SQL queries to extract info about specific applications and events from the database
• Capitalized on opportunities to identify fraud patterns leading to $10,000+ saved from fraud attempts

256 West Data Dr, Draper, UT 84020

• Key Achievements:
• Received Elite and TrailBlazer accolades the first month after training for having perfect QA scores for calls and the best business stats on the team, which led to 1000s of satisfied customers and increased customer.
• Led merchants in their use of Progressive Leasing's products and used technical prowess for troubleshooting issues, increasing merchant satisfaction
• Utilized Customer Relationship Management tools to service customer accounts, achieving over 80% customer satisfaction scores and increased customer relations.

256 West Data Dr, Draper, UT 84020

• Swiftly learned and executed proper procedures while in training which resulted in thousands of happy customers and receiving a promotion within two months.
• Led a customer support team in stats immediately after finishing training which led to team recognition in the department.
• Leveraged agent empowerment to frequently deliver best-case-scenario solutions for customers.
• Calibrated best practices and new trainings in team meetings leading to the development and performance improvement of peers.

Lehi, Utah, United States

Returned to further service customers between semesters of school.

Rexburg, Idaho

• Exercised patience and used kind, but firm directives in guiding event traffic, eventually leading to being considered a part of the "A team" by the head of the ticket office
• Developed excellent communication skills resulting in thousands of happy event-goers

Lehi, Utah

• Refined communication skills by actively listening and responding which resulted in increased customer relations and retention
• Showcased de-escalation techniques with rapport when someone was upset which also resulted in customer retention
• Proved a valuable asset to the company when rehired in July 2019 after leaving for school in December 2019

Lehi, Utah

– Showcased the look customers wanted at a price they could afford by having a plethora of knowledge about the products which resulted in increased sales and store revenue

Saratoga Springs, Utah

– Demonstrated integrity which resulted in being trusted to handle and process store revenue at the end of the day which typically only the manager could do– Delivered exemplary sandwiches and service by carrying out the customized requests of customers with accuracy and promptness

Saratoga Springs, Utah

– Delivered exceptional cleaning services by carefully planning a route and following through with it which resulted in accolades for cleaning one of the most difficult parts of the school each week

Bachelor Of Information Systems, Management Information Systems, General

Activities and Societies: Member of the Association of Information Systems club Major GPA: 4.00

Associate'S Degree, General Studies

Activities and Societies: Recreational Soccer Team Futsal (soccer) Relevant Course Work: Math for the Real World | College Success |.

Education record