Client Operations Leader

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Jan 2023 - Present Customer Care Coordinator @ DR Horton

Owned end-to-end warranty operations for 1,200+ homes, driving consistent resolution outcomes and maintaining homeowner satisfaction across a high-volume, fast-paced environment. Optimized intake and execution workflows across simple and complex repair cases, achieving a 63% completion rate within 21 days and reducing average resolution time. Processed 2,900+ warranty claims with full documentation integrity, ensuring zero compliance gaps. Delivered consistent, empathetic communication to homeowners, reducing escalations and improving satisfaction scores. Coached team members on workflow best practices and warranty standards, improving team efficiency and service quality.

Apr 2021 - Jan 2023 Assistant Superintendent @ DR Horton

Supported construction of 160+ residential homes, ensuring quality and compliance with project specifications. Conducted multi-stage quality control inspections, identifying and resolving defects early to prevent rework. Coordinated municipal inspection scheduling, streamlining approval processes. Built and maintained strong contractor relationships, improving sub-trade coordination and reducing scheduling conflicts. Maintained 100% compliance with EPA drainage and environmental protection standards, eliminating regulatory risk.

Feb 2013 - Jan 2021 Operations & Administrative Specialist (Senior NCO) @ United States Army

Led and trained teams of 4–125 personnel, ensuring performance, readiness, and professional development. Provided executive-level administrative support to senior leadership, streamlining scheduling, correspondence, and reporting. Coordinated logistics, manpower, and transportation for equipment exceeding $50 million with zero loss. Designed and implemented digital documentation systems, improving information flow and organizational readiness. Coached and mentored personnel, resulting in multiple promotions and stronger team performance. Maintained 100% equipment accountability and operational readiness. Planned and executed large-scale training programs and operational missions, meeting readiness benchmarks.