Customer Service It Support

Leland D. Roberts

Newton, IA 641-***-**** **********@*****.***

Dedicated and results-driven professional with 22 years of cross-functional experience spanning; customer service, manufacturing, IT support and quality control. Adept at leading production teams, optimizing machine operations, and implementing quality and safety standards in fast-paced environments. Known for exceptional communication, coaching, and problem-solving skills. Proven ability to improve workflows, retain clients, and meet demanding production goals.

Work Experience:

Die Cutter Operator Tier II Graphic Packaging International 2022-2025

• Operated die-cutting equipment with precision and attention to production specifications

• Conducted in-process and final quality inspections

• Trained new operators in setup, maintenance, and safety procedures

• Refined processes to increase efficiency and production per shift

• Supported production planning by preparing tools and reducing setup times

• Collaborated with cross-functional teams to streamline output and minimize waste

• Worked on safety council to ensure safe practices and revisions to area and workflow Plant Services Maintenance & Industrial Painter Vermeer Corporation 2019 – 2022

• Applied primer and topcoat in controlled paint booth using static cling system

• Spearheaded 5S improvements for plant efficiency

• Lead sanitation teams during pandemic years

• Installed and maintained industrial machinery

• Managed chemical safety and emergency response procedures

• Lead sub-teams on specialized projects meeting company time and resource requirements Account & Retention Specialist Windstream Telecommunications 2016 – 2019

• Delivered high-quality customer service and technical troubleshooting

• Resolved escalated issues across departments and corrected services & order errors

• Executed account retention strategies and minimized customer churn

• Maintained detailed records for service plans, cancellations, and billing discrepancies

• Monitored and mentored new agents improving client retention and work flow Technology & Process Quality Specialist TPI Composites 2013 – 2016

• Performed inspections using precision tools to ensure adherence to engineering specifications

• Reported non-comformances and participated in continuous improvement efforts

• Contributed to quality documentation, measurement calibration, and repair operations

• Oversaw teams during product transitions; improving processes and testing qualifications

• Trained new team members in best practices and repair criteria

• Served as subject matter expert on engineering trials Technical Skills

• Production & Workflow Optimization

• Team Training & Leadership

• Safety Compliance (OSHA, Hazardous Materials, ECRA, First Aid)

• Client Retention & Escalation Handling

• Documentation & Data Reporting

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