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

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

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

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.
• Reviewed and cataloged all client contracts for maintenance terms
• Identified non-payment issues with clients to work to a resolution

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.

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