Delaney Wilson
Beaufort
Summary
Results-driven team leader with expertise in enhancing operational efficiency and driving process improvements. Proven ability to empower teams and reduce safety incidents through strategic coaching and collaboration.
Overview
2027
2027
years of professional experience
Work History
Team Leader
Walmart Home Office
Bentonville
09.2021 - Current
- Lead a team of 12–20 associates conducting investigations into escalated Trust & Safety incidents involving Spark Drivers, ensuring policy compliance and risk mitigation.
- Reduce repeat safety incidents by collaborating with stakeholders to implement process improvements and targeted coaching initiatives.
- Facilitated structured 1:1 performance assessments and weekly team briefings to enhance accountability, support professional development, and align processes.
- Support associates in adapting to change by communicating performance expectations, providing guidance and coaching, and monitoring ongoing performance.
- Manage workforce scheduling and time approvals to maintain operational efficiency and meet service-level expectations.
- Conduct intake and preliminary review of injury and liability cases, ensuring accurate documentation and timely escalation for formal claims processing.
- Coordinate with store leadership to initiate liability claims following reported incidents.
- Led the CCA2 platform rollout as the primary Team Lead, training pilot agents, scaling staffing to maintain SLAs, and expanding support to Spark Driver email handling in CXOne.
- Partnered with product/stakeholders to stabilize operations by capturing frontline feedback, documenting defects, and ensuring timely follow-through on resolutions.
- Delivered process and reporting improvements (Knowledge Based Articles updates, ticket-scrub workflow, Excel trackers for production, ticket scrubs, and 30-60-90 goals) to improve performance visibility and streamline operations.
Tier 3 ACE Support
Walmart Home Office
Bentonville
2021 - 2021
- Provided second-level escalation support, handling supervisor calls related to merchandise concerns; utilized active listening and problem-solving skills to assess needs, prioritize urgency, and deliver effective resolutions while maintaining service standards.
- Reviewed and issued final determinations for Associate Critical Need Trust applications, communicated outcomes clearly, and de-escalated sensitive situations regarding claim denials.
- Maintain detailed and accurate documentation following each customer interaction to support compliance, case continuity, and audit standards
Resolution Coordinator II - HRSS
Walmart Home Office
Bentonville
2020 - 2021
- Provided first-line support for inbound calls regarding application technical issues, application status inquiries, and background checks, ensuring timely resolution of customer concerns.
- Led training sessions as Subject Matter Expert, educating on issue resolution resources and effective professional communication to enhance team capabilities.
Education
Bachelor of Science - Business Administration
Purdue University Global
West Lafayette, IN11-2025
Skills
- Team leadership
- Performance management
- Process improvement
- Effective communication
- Customer service
- Conflict resolution
- Time-Management
- Microsoft Office proficiency
Timeline
Team Leader
Walmart Home Office
09.2021 - Current
Tier 3 ACE Support
Walmart Home Office
2021 - 2021
Resolution Coordinator II - HRSS
Walmart Home Office
2020 - 2021
Bachelor of Science - Business Administration
Purdue University Global