April Guzman
San Bernardino,CA
Summary
Bilingual (English/Spanish) leader with 10+ years of experience in team management, customer engagement, and operations within high-volume, fast-paced environments. Proven ability to lead teams, resolve complex issues, and build strong relationships with diverse populations. Skilled in coaching staff, improving performance metrics, and coordinating cross-functional efforts. Passionate about supporting underserved communities and delivering compassionate, people-centered service. Seeking to leverage leadership and community engagement experience in a Care Team Manager role.
Overview
13
13
years of professional experience
Work History
Department Supervisor
Home Depot
03.2022 - Current
- Present Lead and coach a team of associates, providing ongoing performance feedback, training, and development to drive engagement and productivity
- Manage daily operations, scheduling, and workflow to ensure efficient service delivery and high customer satisfaction
- Serve as primary escalation point for complex customer concerns, resolving issues with empathy and professionalism
- Monitor key performance metrics and implement process improvements to enhance team effectiveness
- Collaborate with internal departments and external vendors to coordinate services and meet customer needs
- Foster an inclusive, team-oriented environment while supporting individuals from diverse backgrounds
Customer Experience Manager
Home Depot
01.2021 - 07.2023
- Led cross-functional initiatives focused on improving customer experience and service delivery
- Built strong relationships with customers and internal teams to ensure needs were met effectively Tracked and analyzed performance data to identify gaps and implement solutions
- Coordinated projects, timelines, and resources to ensure successful outcomes
- Supported large-scale initiatives requiring organization, communication, and attention to detail
Pro Account Sales Associate
Home Depot
10.2017 - 03.2022
- Managed high-volume client relationships, supporting contractors and business customers with complex service needs
- Coordinated large orders, deliveries, and project timelines, ensuring accuracy and followthrough
- Provided personalized support and built trust with repeat clients through consistent communication
- Navigated problem resolution, billing issues, and service concerns
Service Desk Associate
Home Depot
06.2014 - 11.2017
- Acted as front-line support for customer needs, including problem resolution, coordination, and service requests
- Communicated with multiple stakeholders to resolve issues quickly and effectively
- Maintained accurate documentation and handled sensitive situations with professionalism
Cashier
Home Depot
11.2012 - 06.2014
- Delivered efficient, high-volume customer service while maintaining accuracy and professionalism
Education
High School Diploma -
San Gorgonio High School
San Bernardino, CA05-2011
Skills
- Bilingual Communication (English/Spanish) Team Leadership & Staff Development Customer & Client Relationship Management Conflict Resolution & Escalation Handling Performance Metrics & KPI Tracking Training, Coaching & Onboarding Cross-Functional Collaboration Process Improvement & Operations Community Engagement & Support CRM Systems, Excel & Reporting Tools, Microsoft Office, Teams, Google Meets, and Zoom
Additional Information
- - Valid Driver’s License; authorized driver for company vehicles.
- - Experienced in fast-paced, high-demand environments.
- - Flexible schedule including evenings, weekends, and holidays.
Timeline
Department Supervisor
Home Depot
03.2022 - Current
Customer Experience Manager
Home Depot
01.2021 - 07.2023
Pro Account Sales Associate
Home Depot
10.2017 - 03.2022
Service Desk Associate
Home Depot
06.2014 - 11.2017
Cashier
Home Depot
11.2012 - 06.2014
High School Diploma -
San Gorgonio High School