Summary
Overview
Work History
Education
Skills
Languages
Timeline
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April Guadarrama

Salt Lake City,UT

Summary

Dynamic and reliable team leader with a proven track record in fintech, retail, and food service, excelling in customer service and conflict resolution. Achieved 99% quality scores while coaching teams to enhance performance and streamline workflows. Recognized for driving process improvements, ensuring accuracy, compliance, and fostering collaboration, resulting in exceptional team satisfaction, customer experience, and operational efficiency.

Overview

2026
2026
years of professional experience

Work History

Analyst, General Back Office

Varo Bank
06.2019 - Current
  • Drive process excellence across Refund Checks, Third-Party Verifications, and Deceased Account Closures while ensuring accuracy and compliance.
  • Maintain 99% SLA adherence and 100% QA score average for 5+ years.
  • Review accounts to detect fraud and recover identity theft balances, recovering $70k+ in one quarter.
  • Developed and implemented clear procedures for Back Office Team and Customer Support Team to aid in reducing errors and improving average handle times.
  • Train and mentor colleagues on new processes, strengthening team accuracy and knowledge sharing.
  • Prepare and deliver polished weekly presentation materials for senior leadership review.

Team Coach, Written Communications

  • Promoted to coach and develop a new team after ranking as a top-tier Digital Banking Representative within 6 months.
  • Mentored agents in weekly 1:1s, improving performance and quality scores for steady 100% SLA adherence and 99% QA score average across the team for 1½+ year.
  • Gained advanced proficiency in Zendesk tools to publish custom macros and custom forms to streamline workflows, fill process gaps, and improve ticket management efficiency for 3+ teams.
  • Created and led 10+ engagement activities a quarter that boosted team morale and collaboration to keep 100% team satisfaction.
    Maintained top performance in ticket volume while supporting peers.

Digital Banking Representative

  • Delivered phone, email, and in-app support, resolving 100+ daily inquiries.
  • Ranked as a top-tier performer, achieving 99% quality scores and exceeding volume targets while building expertise in digital banking processes and compliance requirements.
  • First representative to complete 100+ customer emails in one hour, setting efficiency benchmark and accuracy.
  • Handled supervisor calls and email escalations to provide feedback for improved customer experience.

Stock Lead

American Eagle
11.2023 - Current
  • Maintained accuracy and efficiency in processing 50+ shipments weekly, ensuring timely organization of stock room inventory.
  • Replenish merchandise 4+ times a week to support sales goals and uphold company visual standards, helping increase sales.
  • Applied strong organizational and time-management skills to streamline backroom operations, reducing stock retrieval time by 10+ minutes
  • Assisted customers with styling needs, delivering personalized recommendations that drove customer satisfaction, unit per transactions, and repeat business.

Shift Lead

Panda Express
09.2017 - 06.2019
  • Oversaw daily operations to deliver exceptional customer service, contributing to consistently high guest satisfaction scores of 4+ stars.
  • Directed 8+ associates a day by assigning positions and responsibilities, improving workflow efficiency and reducing service delays by 25%.
  • Supported team development through clear communication and floor leadership, helping increase employee retention and performance by 12%.
  • Handled cash transactions and deposits with 100% accuracy, ensuring compliance with company policies and safeguarding revenue.

Education

High School Diploma -

Logan High School
Logan, UT

Skills

  • Customer Service & Conflict Resolution
  • Team Leadership & Coaching
  • Workflow & Process Improvement
  • Cash Handling & Transaction Accuracy
  • Inventory Management & Stock Organization
  • Written & Verbal Communication (Phone/Email)
  • Zendesk, Airtable, POS Systems, Slack
  • Microsoft Office Specialist: Excel & Word Google Workspace

Languages

English
Native or Bilingual
Spanish
Full Professional

Timeline

Stock Lead

American Eagle
11.2023 - Current

Analyst, General Back Office

Varo Bank
06.2019 - Current

Shift Lead

Panda Express
09.2017 - 06.2019

Team Coach, Written Communications

Digital Banking Representative

High School Diploma -

Logan High School

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April Guadarrama