Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lori Ann Main

San Antonio

Summary

Results-driven Technical Solutions and Customer Service specialist with 15 years of experience across multiple industries. Proven ability to transition from frontline support to advanced technical roles, showcasing strong problem-solving and compliance skills. Expertise in training and mentoring teams, ensuring adherence to regulatory standards. Thrives in fast-paced environments, consistently achieving high-quality outcomes and enhancing customer satisfaction.

Overview

26
26
years of professional experience

Work History

CSR3/Principal Technical Solution Representative

Medtronic Diabetes
11.2009 - Current
  • Progress from Technical Support to Solutions Team, handling complex cases and providing advanced issue resolution.
  • Thrive in high-pressure environments, remaining calm and productive while consistently meeting performance goals.
  • Identify and correct errors with accuracy and efficiency, supporting operational quality and compliance standards.
  • Review and correct notifications and sales orders prior to FDA audits, minimizing risk and ensuring compliance.
  • Multitask effectively in fast-paced settings, maintaining strong productivity and quality throughout the workday.
  • Train and mentor new hires, sharing knowledge to strengthen team performance and improve onboarding success.
  • Assist peers on calls, including taking escalated or supervisor-level issues to ensure positive customer outcomes.
  • Process and manage global support work items and orders on the Solutions side, ensuring timely completion.
  • Contribute to projects that enhance helpline processes, streamlining workflows, and improving customer experience.
  • Handle Tier 5 inbound/outbound patient calls with professionalism, accuracy, and advanced problem-solving.
  • Develop the first Technical Support templates, adopted by the entire 24/7 Diabetes Technical Support team to standardize processes.

Shift Manager

Long John Silver’s / KFC
08.2008 - 11.2009
  • Started as a Crew Member, delivering quality food prep and attentive customer service while ensuring a positive guest experience.
  • Quickly promoted to Manager, recognized for leadership, reliability, and ability to improve operations within a short timeframe.
  • Directed and supported crew during daily operations, driving team performance and maintaining high service standards.
  • Managed staff scheduling and assisted payroll processing, ensuring accuracy, proper coverage, and cost-effective labor use.
  • Oversaw inventory tracking and ordering, preventing shortages and reducing waste through proactive supply management.
  • Led full-cycle hiring, interviewing, and onboarding of new crew, building strong teams to support business growth and service goals.

Customer Relations Tier 3 Representative

Verizon Wireless
02.2000 - 12.2002
  • Delivered Tier 1 support for mobile users, resolving issues efficiently and ensuring high customer satisfaction.
  • Handled Tier 3 inbound/outbound cases, providing advanced troubleshooting and achieving successful issue resolution.
  • Stepped in as Supervisor/Team Lead, managing escalated calls and guiding techs to improve floor support performance.
  • Contributed to creating work queries still in use, streamlining workflows and enhancing operational efficiency.

Education

Adult GED Class - undefined

Lock Port, NY
01.2005

Skills

  • Customer Service Customer Relations Technical Support Error Resolution Order Processing Data Entry Data Processing Back-End Processing Work Order Management Compliance Management HIPAA Compliance FDA Audit Preparation Quality Assurance Process Improvement Documentation Management Knowledge Management Training & Mentoring Team Leadership People Management Project Management Inventory Management Scheduling Management Escalation Handling Call Management Phone Etiquette Communication Problem-Solving Multitasking Task Management Attention to Detail Stress Management Learning Agility Independence Teamwork Cultural Sensitivity & Awareness
  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), CRM, SAP

Timeline

CSR3/Principal Technical Solution Representative

Medtronic Diabetes
11.2009 - Current

Shift Manager

Long John Silver’s / KFC
08.2008 - 11.2009

Customer Relations Tier 3 Representative

Verizon Wireless
02.2000 - 12.2002

Adult GED Class - undefined

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Lori Ann Main