Mandy Franks

Experience

• 

  Aditi Consulting

  Apr 2018 - Nov 2018

  Triage Specialist

  Onsite at Facebook

• 

  Wipro

  Nov 2018 - now

  -Lead a team of support specialists: Manage a team of agents in testing and resolving complex technical issues on AR/VR hardware and software, ensuring timely resolution and high-quality outcomes.-Collaborate with cross-functional teams: Work closely with engineers, QA teams, and other stakeholders to identify and resolve technical issues, improve product quality, and enhance user experience.-Develop and implement process improvements: Analyze key performance indicators (KPIs) and develop strategies to optimize triage processes, reduce issue resolution time, and increase customer satisfaction.-Provide technical expertise and guidance: Offer technical guidance and support to team members, ensuring that they have the necessary knowledge and skills to effectively resolve technical issues.-Drive customer-centric solutions: Focus on delivering exceptional customer experiences by identifying and addressing root causes of technical issues, and implementing solutions that meet or exceed customer expectations. Show less -Served as a Subject Matter Expert (SME): Provided technical expertise and guidance on complex AR/VR hardware and software issues, ensuring accurate diagnosis and effective resolution.-Developed and implemented training programs: Created and delivered training programs focused on product knowledge, technical skills, and process improvements, resulting in improved team performance and customer satisfaction.-Analyzed and resolved complex technical issues: Utilized advanced technical skills to analyze and resolve complex technical issues, often serving as a last point of escalation for critical problems.-Collaborated with cross-functional teams: Worked closely with engineers, QA teams, and other stakeholders to identify and resolve technical issues, improve product quality, and enhance user experience.-Improved processes and procedures: Analyzed key performance indicators (KPIs) and developed strategies to optimize triage processes, reduce issue resolution time, and increase customer satisfaction. Show less -Investigated and resolved technical issues: Utilized technical skills to investigate and resolve complex technical issues on AR/VR hardware and software, ensuring timely resolution and high-quality outcomes.-Communicated with stakeholders: Collaborated with engineers, QA teams, and other stakeholders to identify and resolve technical issues, improve product quality, and enhance user experience.-Developed and executed test cases: Created and executed test cases to identify root causes of technical issues, often working closely with engineers to reproduce and resolve problems.-Utilized proprietary ticketing systems: Managed technical issues using proprietary ticketing systems, ensuring accurate documentation and timely resolution.-Provided customer-centric support: Focused on delivering exceptional customer experiences by identifying and addressing root causes of technical issues, and implementing solutions that met or exceeded customer expectations. Show less

  • Team Lead, Triage - Wipro at Meta

    Nov 2021 - now

  • Senior Triage Specialist, Wipro at Meta

    May 2020 - Nov 2021

  • Triage Specialist onsite for Instagram

    Nov 2018 - May 2020