Haley Hernandez
Palmdale,CA
Summary
Dynamic customer service professional with a strong background at Target, excelling in complaint handling and complex problem-solving. Proven ability to enhance guest experiences through effective communication and attention to detail, while efficiently processing refunds and adhering to policies. Recognized for leadership in team environments and commitment to operational excellence.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Guest Service Advocate
Target
03.2024 - Current
- Communicating and interacting with guests to build a welcoming guest experience.
- Blending problem solving and decision making to positively impact the guest experience and resolve guest concerns.
- Adapting to different guest interactions and situations.
- Promoting and engaging various benefits, offerings and services to encourage guests get the most out of their Target Run.
- Greet guests as they enter the store, answering any questions or connecting them with a specialized Team Member.
- Work efficiently, utilizing communication, to minimize guest wait time while maintaining guest service and accuracy.
- Complete guest returns following Target's best practice, calling for a supervisor to assist when necessary.
- Prepare, organize, and deliver in-store pick up orders as well as personally deliver orders to guests utilizing our Drive Up service.
Checkout Advocate
Target
08.2021 - Current
- Welcome all guests by greeting them while completing daily tasks.
- Know and speak to the benefits of Target Loyalty programs and assist with application or sign-up.
- Work efficiently to minimize guest wait time while maintaining guest service and accuracy.
- Understand and show guests how to use the features within the Target App.
- Scan and bag all items efficiently, accurately and in compliance with food safety standards and Target's best practices.
- Know how to operate company POS Systems, including troubleshooting, as well as submitting work orders with third party companies for repair.
- Confidently handle cash transactions following proper counterfeit checking measures, paying attention to detail when dealing change.
Service and Engagement Team Lead Development
Target
03.2024 - 03.2025
- Specialized knowledge in Operational Leadership; Acting as the "go-to" person in my department in the absence of the departments Team Lead.
- Overseeing daily routines in my department, delegating tasks and following up on execution.
- Modeling safe behaviors, identifying and reporting hazards, and following company protocols.
- Training new team members and supporting a positive culture in the workplace.
- In the absence of the departments official Team Lead, authorized to use my knowledge of operations and best practices to conduct overrides, speak to guests that request a manager, have performance conversations, etc.
General Merchandise Expert
Target
08.2021 - 03.2024
- Engage with guests, especially those in need of help.
- Execute daily tasks assigned by Team Leaders to help achieve goals in alignment with business priorities including: receiving product, restocking shelves, organizing the backroom, arranging merchandise and putting up promotional signs.
- Execute processes including changing prices to products, merchandise set-up and maintenance, and inventory accuracy.
Presentation Expert
Target
09.2023 - 01.2024
- Set up new planograms, executing seasonal resets, updating promotional signage, and ensuring all merchandise is presented to brand standards.
- Play a vital role in Inventory Management through completing price changes, back stocking, and conducting inventory audits.
- Promoted seasonal products and trends to move stock and prepare for incoming inventory.
- Enhanced overall store appearance by applying careful consideration to product and display locations.
- Monitored and replenished display inventory and restructured according to available stock.
Fulfillment Expert
Target
09.2023 - 01.2024
- Knowledge about tools, products, and services available in the total store to solve issues for guests and improve their experience.
- Select items for order pick up and drive up.
- Properly prepare, pack, and sort guest orders for accuracy.
- Properly use equipment while following safety practices.
- Follow all safety guidelines, product freshness and quality standards. Follow food safety guidelines when handling, displaying, or storing food items.
Closing Expert Team Lead Development
Target
09.2023 - 01.2024
- Work directly under the Closing Team Lead in store recovery. Ensuring all merchandise is pulled forward and neatly arranged.
- Acting as the "go-to" leader in the absence of the Closing Team Lead; Answering calls for a manager, delegating the team, monitoring execution of daily routines and jumping in to coach team members.
- Assisting Closing Team Lead with operations such as cleaning areas, performance conversations, team strategy, management walks, proper closing procedures of store equiptment and securing the building after closing.
Education
Associate of Science - Geology
Antelope Valley College
Lancaster, California, CA01-2027
High School Diploma -
Quartz Hill High School
Quartz Hill, CA06-2019
Skills
- Customer service background
- Refunds processing
- Attention to detail
- Policy adherence
- Complaint handling
- Complex Problem-solving
- Call handling
Accomplishments
- "Guest Service Ambassador" (June 2022)
- "Safety Hero Award" (November 2025)
Certification
- CA Driver's License
- Crown Wave Work Assist Vehicle Certification (2021-Present)
- Food Handler's Certification
- Mandated Reporter Certification
Languages
English
Native or Bilingual
Spanish
Elementary
Interests
- Volunteer Work
- Passionate about balancing physical health with mental and emotional wellness
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Photography
- Hiking
Timeline
Guest Service Advocate
Target
03.2024 - Current
Service and Engagement Team Lead Development
Target
03.2024 - 03.2025
Presentation Expert
Target
09.2023 - 01.2024
Fulfillment Expert
Target
09.2023 - 01.2024
Closing Expert Team Lead Development
Target
09.2023 - 01.2024
Checkout Advocate
Target
08.2021 - Current
General Merchandise Expert
Target
08.2021 - 03.2024
Associate of Science - Geology
Antelope Valley College
High School Diploma -
Quartz Hill High School