Conway Corp is proud to celebrate Women’s History Month by highlighting the talented and hardworking women who help power our community. Today, we shine a spotlight on Call Center Supervisor Lesia, whose leadership and dedication help shape the customer experience for thousands of customers each year.
Lesia never set out to become a Call Center Supervisor for a utility and telecom company. In fact, if you had asked her right after high school, she likely wouldn’t have imagined this path at all.
“When I graduated high school, it felt like there were three options: college, the armed forces, or get a job,” she recalls. She chose college, drawn to her love of math. “I majored in mathematics and earned my bachelor’s degree.”
Like many math majors, she often fielded the question: What are you going to do with that? Her usual answer was simple: “I guess I’ll teach.”
After spending time substitute teaching, Lesia realized the classroom wasn’t where she was meant to be. Around that same time, she began working in the Conway Corp call center as a part-time Customer Care Specialist, assisting customers with internet, cable and phone services. Something clicked.
“I genuinely enjoyed helping people solve problems,” she says.
In June 2012, Lesia transitioned from part-time to full-time as a Customer Care Specialist. Her strong work ethic and natural leadership quickly stood out, and by December, she was promoted to Lead Customer Care Specialist. Less than two years later, she was promoted to Call Center Supervisor, a role she has now held for nearly 12 years.
Along the way, she briefly served as a daycare director after college, an experience that gave her early management skills, but she ultimately found her professional home leading a team on the front lines of customer service at Conway Corp.
“I often say I didn’t choose this career — it chose me,” she says.
What has kept her here all these years is the challenge. In a field that constantly evolves with new technology, changing customer needs and unexpected obstacles, no two years (or even two days) look the same.
“Over 12 years, nothing has stayed the same, and that constant evolution gives me purpose,” she said. “I love making a difference and getting things done.”
As Call Center Supervisor, Lesia leads the front line of the customer experience. Her team is often the first voice a customer hears when something isn’t working as it should.
To her, great customer service comes down to two essential things: assurance and follow-through.
“Great customer service means assuring a customer that they will be helped — and then following through,” she says. “It’s about creating trust in moments when customers may be frustrated or uncertain.”
That trust begins with confidence.
“Confidence is key, even on the days you may not feel completely confident,” Lesia says. “Customers need to feel that someone is capable, willing and committed to resolving their issue. That assurance makes all the difference.”
In other words, great service isn’t just about fixing a problem — it’s about how you make someone feel in the process.
When asked what reminds her why her work matters, Lesia points to both customer appreciation and team growth.
“The moments that mean the most are when a customer sincerely expresses appreciation for how we’ve made a difference in their life, especially handwritten thank-you notes,” she says. “Those are powerful reminders.”
Witnessing growth within her team has an even deeper impact.
“If my role is to lead, encourage and motivate, then seeing that growth is proof that the work matters,” she says. “Watching someone build confidence, sharpen their skills and succeed is one of the most rewarding parts of what I do.”
For Lesia, leadership is not just about performance metrics or call times — it’s about people. It’s about helping team members discover their strengths, overcome challenges and step into their own confidence.
When asked about a woman who has inspired her, Lesia’s answer isn’t a historical icon or public figure. It’s someone much closer to home.
“It may sound simple, but my answer is always my mom,” she says.
While it’s easy to admire women known worldwide for their accomplishments, Lesia finds deeper meaning in personal example.
“My mom showed me every day what it means to be kind, respectful, hardworking and dependable,” she says. “She showed up consistently for the people who needed her.”
That steady example shaped the way Lesia approaches both life and leadership.
“My work ethic is a direct reflection of hers,” she says. “The foundation she built in me is something I carry into every role I take on.”
Lesia’s story is a testament to the power of learning, hard work and inspiration. We are grateful for her contributions to Conway Corp and proud to celebrate her achievements during Women’s History Month.
