Lena Poteet

Management Specialist and Analytical Language Professional

Indianapolis,IN

Summary

Driven Customer Service Specialist with 10+ years of workforce experience and 8+ years of management, quality assurance, and training skills. Highly communicative and experienced in data analysis. Eagerly collaborates with teams to identify and resolve issues.

Overview

years of professional experience

Work History

Quality Assurance Analyst

Project Lead the Way, Inc.

02.2021 - 01.2026

Streamlined QA processes and reporting for increased efficiency and reduced time spent on redundant tasks.
Fostered a work environment centered on quality, communication, collaboration, inclusion, and teamwork.
Acted as a liaison between the Solution Center team and other departments such as Training Operations, Legal, and IT, ensuring effective communication throughout all stages of the project lifecycle.
Facilitated regular meetings with cross-functional teams to provide progress updates, address concerns, and prioritize customer-centric solutions.
Coordinated communication between Solution Center team and departments such as Training Operations, Legal, and IT, ensuring clarity throughout all project lifecycle stages.

Company Courier

GoPuff

01.2019 - 02.2021

Provided clear communication to clients to ensure service requirements were met.
Followed instructions and communicated with clients as needed, depending on requirements, thus demonstrating internal and external customer service.
Solicited additional business from customers and provided leads for potential sales opportunities.
Supported warehouse operations, improving order accuracy and overall productivity.

Marketing Director and Assistant Manager

HotBox Pizza

08.2018 - 08.2019

Led hiring, training, and motivation of staff to enhance team performance and retention.
Ensured quality customer service through effective management of order preparation and fulfillment.
Maintained quality inventory through ordering, stocking, and preparation work.
Maintained a clean work environment and developed systems of training for staff to also meet said requirements.
Coordinated community outreach efforts by organizing events that engaged local residents.

Manager In-Training

Jimmy Johns

07.2013 - 08.2014

Fulfilled requested orders and provided quality service to customers.
Maintained a clean, organized, and positive environment.
Prepared and stored products up to code and facilitated their schedule of usage to minimize waste.

Education

Bachelor of Arts - Linguistics

Indiana University

Bloomington, IN

2020

Skills

Analysis: Advanced

Management: Advanced

Writing: Advanced

Customer Service: Advanced

Interests

Linguistic Morphology and Lexicalism, Art (Poetry, Creative Writing, Digital Painting), Games & Puzzles, Documentaries, Reading

Timeline