Mason Hanger
Walmart
Ava
7
years of professional experience
Versatile team leader with more than four years of experience in coaching, mentoring, and daily operations management. Strong in performance feedback, schedule management, and process improvement. Committed to building capable teams and supporting smooth, efficient service.
Work History
Housewares Team Lead
2 Years 9 Months- Coached team members on workflow expectations, productivity, and customer support best practices.
- Supervised daily store operations, ensuring associates followed safety, service, and merchandising standards.
- Monitored inventory levels and coordinated restocking to maintain floor availability and product presentation.
- Resolved customer concerns quickly while maintaining a positive service experience and store professionalism.
- Trained new associates on register procedures, department routines, and operational processes.
- Inspected work areas for compliance with cleanliness, safety, and loss prevention requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Assisted in recruitment to build a team of top performers.
- Defined clear targets and objectives and communicated to other team members.
Service Desk Team Lead
3 Years 10 Months- Led service desk queue management, prioritizing incidents and requests to maintain SLA compliance.
- Coordinated escalation workflows with infrastructure and application teams to resolve complex issues.
- Monitored ticket trends to identify recurring problems and improve service desk procedures.
- Mentored support specialists on troubleshooting, documentation standards, and customer communication.
- Delivered coaching on incident management practices and effective end-user support techniques.
- Effectively managed escalated issues from customers by liaising with relevant departments promptly resolving them proactively.
- Conducted periodic reviews of team members' performance against set KPIs offering constructive feedback as needed.
- Monitored service desk metrics regularly to identify trends, address gaps in service delivery, and ensure continuous improvement efforts were made where necessary.
- Championed implementation of knowledge base system which provided easy access to information for technicians reducing time spent researching solutions to common issues.
Education
Bachelor of Science - Business Management And Leadership
Associate of Science - Computer Information System
Skills
Attention to detail
Conflict resolution
Customer focus
Coaching and mentoring
Schedule management
Operations management
Task delegation
Strategic planning
Problem-solving
Performance evaluations
Timeline
Housewares Team Lead
Walmart
01.2024 - CurrentRead More
Service Desk Team Lead
Walmart
03.2020 - 01.2024Read More
Bellevue University
Bachelor of Science from Business Management And Leadership
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Bellevue University
Associate of Science from Computer Information System
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