LEIA KLEWER
Cassville,MO
Summary
Customer-focused professional with extensive experience in customer care, production operations, and materials management. Passionate about building strong customer relationships, resolving issues, and improving operational efficiency. Dedicated to meeting customer needs while optimizing company resources and processes. Skilled Resolution Specialist with background in resolving complex customer issues efficiently. Strengths include strong problem-solving abilities, effective communication skills, and capacity to maintain high customer satisfaction rates. Notable impact made in previous roles includes improved customer retention through responsive service solutions and proactive conflict resolution strategies.
Overview
17
17
years of professional experience
Work History
Resolution Specialist
Sam's Club
Cassville, Missouri
05.2025 - Current
- Resolved customer inquiries through effective communication and problem-solving skills.
- Processed member returns and exchanges efficiently while maintaining store policies.
- Assisted in training new team members on customer service best practices.
- Documented customer feedback to improve service quality and operational processes.
- Conducted follow-up calls to ensure customer satisfaction after issue resolution.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Evaluated current procedures for resolving customer disputes and recommended changes and improvements where necessary.
- Maintained up-to-date knowledge on company products, services as well as relevant industry regulations impacting service delivery standards, requirements.
- Monitored progress on active resolution efforts and maintained accurate records of activities performed related to each case.
Customer Care Advocate
DGI
Cassville, Missouri
09.2023 - 01.2025
- Enter and process orders received via email, phone, and SAP email and sales representatives.
- Collaborate with sourcing teams to identify and secure part numbers.
- Coordinate with various vendors and suppliers to meet customer requirements efficiently
- Educated customers about products, services, and company policies effectively.
- Assisted customers with inquiries and resolved issues through various communication channels.
- Managed customer accounts and updated information in the company database.
Customer Care Advocate II
REGAL REXNORD
Cassville, MO
01.2020 - 09.2023
- Entered and processed customer orders through multiple channels.
- Updated customer pricing and maintained accurate records.
- Partnered with the sales team to address customer needs and enhance satisfaction.
- Supported trade working capital initiatives by reducing inventory and streamlining operations.
- Provided exceptional customer support through effective communication and problem-solving skills.
- Assisted in training new staff on customer service protocols and systems.
- Collaborated with teams to enhance service delivery and customer satisfaction.
- Managed customer accounts, ensuring accurate information and timely updates.
- Resolved customer complaints in a timely manner while maintaining high levels of customer satisfaction.
- Assisted customers with product selection based on their needs and preferences.
- Tracked orders and communicated order status updates to customers as needed.
- Answered customer inquiries via phone, email and online chat.
- Coordinated with other departments to ensure seamless resolution of customer requests.
Production Control
REGAL REXNORD
Cassville, MO
01.2019 - 01.2020
- Printed and distributed work prints for production departments.
- Ensured timely and accurate communication of production requirements.
- Checked finished work for accuracy against blueprints or schematics.
- Read blueprints and other technical documents to determine work requirements.
Secondary Production Operator
REGAL REXNORD
Cassville, MO
01.2016 - 01.2019
- Stamped shells, cases, and end caps according to prints and specifications.
- Maintained high-quality standards while meeting production targets.
Material Handler
LUKY "E" STRIKE
Cassville, MO
01.2009 - 01.2014
- Prepared and delivered kits for two production lines to ensure smooth operations.
- Managed inventory and materials efficiently to minimize downtime.
- Maintained accurate inventory records using warehouse management systems.
- Assisted in training new hires on safety procedures and equipment use.
- Organized warehouse layout to optimize space and accessibility of materials.
- Packed merchandise into boxes and containers in preparation for safe shipment.
- Received and distributed incoming materials to designated areas.
- Loaded completed orders on pallets according to delivery numbers.
Education
High School -
Cassville High School
Cassville, MOSkills
- Order Processing
- Customer Relationship Management
- Vendor and Supplier Coordination
- Sourcing and Part Number Identification
- Workflow Optimization and Inventory Management
- Effective Communication
- Team Collaboration
- Problem solving
- Customer service
- Conflict resolution
- Order processing
- Documentation management
- Customer relationship management
- Communication skills
- Team collaboration
- Attention to detail
- Time management
- Active listening
- De-escalation techniques
Timeline
Resolution Specialist
Sam's Club
05.2025 - Current
Customer Care Advocate
DGI
09.2023 - 01.2025
Customer Care Advocate II
REGAL REXNORD
01.2020 - 09.2023
Production Control
REGAL REXNORD
01.2019 - 01.2020
Secondary Production Operator
REGAL REXNORD
01.2016 - 01.2019
Material Handler
LUKY "E" STRIKE
01.2009 - 01.2014
High School -
Cassville High School