Amanda Leduc Email & Phone Number

Van Alstyne, Tx, Us

Plano, Texas, Us

Plano, Texas, Us

Plano, Texas, Us

• Lead the eSolutions support department and enterprise court support team (36 agents, 2 managers)• Built support model for first international client• Built and implemented support model for first subscription-based model sold by support team• Lead continuous improvement efforts to reduce frequency and duration of site outages• Used reporting and analytics to partner with development to improve product usability• Produced monthly metrics and scorecards to visualize health and productivity of the team• Created action plans to target areas in need of improvement to reduce overall backlog by 50%• Developed and implemented a standard on-boarding program for new hires to effectively assimilate to new environment quickly

Plano, Texas, Us

• Program manager for new add-on product• Delivered informational presentations to judges and court clerks• Recruited clients to participate in pilot program to solicit feedback• Partnered with development to improve functionality and design new features based on end-user feedback• Produced visually appealing executive level metrics and scorecards to report progress of the program

Plano, Texas, Us

• Managed and directed implementation projects including project planning and client support to meet project deadlines• Managed and assigned project resources to support the successful implementation of the eSolutions products• Aligned with key client stakeholders to develop project plan to implement the product using standardized procedures• Lead public speaking engagements• Partnered with third party vendors to ensure timely delivery of implementation• Managed program to beat the deadline by one month and under budget• Updated and standardized all client-facing financial training documentation

Plano, Texas, Us

• Lead the first-ever, public-facing support team for Tyler• Managed, train, and coach a team of 16 support agents, and 1 manager• Scheduled resources based on hourly volume• Developed and implemented a standard on-boarding program for new hires to effectively assimilate• Created a team mission statement to which all team goals aligned• Implemented a balanced scorecard to measure team success based on productivity, employee satisfaction and customer satisfaction• Leveraged scorecards and other metrics to create action plans for target areas in need of improvement• Designed a knowledge-center support group utilizing KCS methodologies• Partnered with development to improve product usability based on reporting and end-user feedback• Rolled out Web Self-Service across all clients, effectively deflecting 78% of call volume and maintaining a flat head count despite 8x increased end-user count• Lead the due-diligence process for identifying built-in guided help solution; resulted in 31% decrease in call volume

Plano, Texas, Us

• Presented proposals to the executive team for large impact projects• Managed all internal support projects• Selected, proposed and implemented various software to improve support operations• Gathered requirements to design software enhancements for support tools o Created and conducted first-ever annual client satisfaction survey; identified areas of improvement with results; created plans for implementing changes o Conducted first-ever yearly industry benchmark study; identified areas of improvement with results; created plans for implementing changes o Designed and launched a transactional post-call customer service survey• Reviewed and cataloged all client contracts for maintenance terms• Identified non-payment issues with clients to work to a resolution• Worked with accounting to solve invoicing problems to ensure that clients are billed accurately, on-time• Created reporting, key performance indicators and trend analysis to measure improvement for trouble areas in Support• Made process changes to improve the customer contact journey• Performed quality control through call monitoring and evaluation• Administrated all internal support tools as tier one resource• Researched industry standards and best practices that lead to process improvement

Plano, Texas, Us

• Implemented Odyssey Case Management System on client site for Probate Mental Health, Family and Civil case types• Dedicated resource to challenging Florida client; turned around dissatisfied client to become reference-able• Managed project timeline with client by meeting weekly with project team to discuss status and action items of all current project tasks• Trained and performed configuration on Odyssey product and produced client-specific documentation for subject matter experts

Plano, Texas, Us

• Implemented and supported Texas County Tax Assessor Collector offices via phone, email and online support ticketing system• Organized and conducted all internal and onsite training• Triaged support tickets and defects through testing and reproducing issues, correcting data issues using SQL• Managed the yearly tax levy project improving processes and efficiency resulting in decreasing the time to complete the project by nearly half• Perform client management for challenging clients, including running “critical situation” programs for upset customers

Addison, Tx, Us

I own my own business with Mary Kay, Inc. Mary Kay carries a high quality cosmetics line that I sell to friends and family. I enjoy working with clients, making them feel good about themselves and teaching them how to take care of their skin. Mary Kay is a fantastic opportunity for women who wish to supplement their budget or to even become very successful in owning a profitable business. At the present time, I run my business on the side part-time. The most valuable thing that I have learned from Mary Kay is self-empowerment and self-education. As a result of my exposure to this company and some of the amazing and inspiring women, I have since plowed through any material I can get my hands on dealing with self-empowerment, health and broadening my mind. Though I don't have much time to enjoy reading, I love the time that I do have.

LandWorks is a Land Management company that provides GIS mapping and consulting services primarily to oil companies. As a GIS specialist, I mapped oil lease contracts based on property descriptions using ArcGIS software. In addition, I managed a small project monitoring an automated mapping service and providing client support.

Bba, Management Information Systems

Associate Of Science (A.S.), Biochemistry