Tracy Youdal
Target
ROCKLIN,CA
21
years of professional experience
Results-driven Service and Engagement Team Lead with expertise in customer service, team leadership, and relationship management. Proven ability to enhance guest experiences and drive metrics that support brand loyalty.
Work History
Service and Engagement Team Lead
6 Years 9 Months- Consistently deliver guest experience commitments to create an Easy, Inspiring and Friendly guest experience.
- Ensures every team member understands, is trained, and consistently delivers guest experience commitments and consistent operations.
- Actively observes and provides feedback, holding team members accountable while recognizing great guest experience moments.
- Reviews area guest, financial, and team outcome metrics to identify opportunities, takes action to improve, and aligns team on the right behaviors and execution, celebrates wins, drives results that deliver outcomes and elevates the guest experience.
- Demonstrate inclusivity by valuing diverse voices and approaches, being authentic and respectful, and creating equitable experiences.
- Lead a team of passionate and knowledgeable Guest Advocates, Service Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interactions, quality of service, resolution, driving loyalty and cleanliness standards.
- Understand sales goals, business reporting and guest insights to plan and execute daily/weekly workload, to deliver on store sales goals, guest engagement and troubleshoot opportunity areas as needed throughout the day.
- Support Loyalty Programs to ensure your team can educate and promote the suite of benefits, features and offerings that reward our guest and enhance their shopping experience.
- Support your direct leader by following up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences.
- Personalize recognition and appreciation of your team to reinforce critical guest service behaviors and promote a positive team and guest-centric culture.
- With guidance from your direct leader, help lead a culture of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical Service and Engagement behaviors.
- Quickly respond to any concerns with guests’ shopping experience by de-escalating the situation and ensuring your team understands and feels supported to resolve or address guest concerns and issues.
- Ensure your team members stay up-to-date on upcoming major promotions, brand launches and events.
- Evaluate candidates for open positions and develop a guest-centric team as directed by your direct leader.
- Demonstrate a culture of ethical conduct and compliance; lead team to work in the same way and hold others accountable to this commitment.
- Lead and demonstrate a safety culture through modeling and recognizing safe behaviors.
- Support merchandise protection strategies across the total store, including ordering, storage and application as directed by best practices
- Occasionally assume store-level leadership on duty responsibilities to enable the guest experience for the store during assigned shifts based on store needs
- Address all store emergency and compliance needs.
Bus Operator
9 Years 6 Months- Ensured passenger safety by adhering to all traffic laws and regulations.
- Operated transit buses safely within designated routes and schedules.
- Conducted pre-trip inspections to verify vehicle readiness and compliance with safety standards.
- Assisted passengers with boarding, disembarking, and providing route information.
- Implemented conflict resolution strategies to maintain a positive atmosphere onboard the bus during challenging situations.
- Participated in ongoing training sessions to stay current on industry best practices and regulatory updates.
Education
High School Diploma
Skills
Customer service
Client engagement
Relationship management
Brand awareness
Operational Efficiency
Teamwork
Collaboration
Conflict resolution
Timeline
Service and Engagement Team Lead
Target
11.2019 - CurrentRead More
Bus Operator
Regional Transit
07.2005 - 01.2015Read More
Casa Robles Fundamental High School
High School Diploma
Read More