Ian Stokes

# Client Operations Leader

Location United StatesDesired Salary 36 -  USD/hourlyWork preference Full TimeLinksNot setStatus   Actively looking Field / Industry Customer Success

* SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

Languages:  English -

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[Overview](#overview)

## About Me

I am a U.S. Army veteran and client operations leader with over 12 years of experience managing large teams and complex client portfolios. Throughout my career, I have led teams of up to 125 personnel and managed more than 1,200 client accounts, resolving thousands of cases while maintaining zero losses across assets valued over $50 million. My approach is grounded in building trust through consistent, reliable action over time.

I have a proven track record in client success, operations leadership, and team development, with a strong focus on delivering measurable results at every scale. I excel in optimizing workflows, improving processes, and ensuring compliance and documentation integrity. My experience spans high-volume, fast-paced environments where I have successfully driven resolution outcomes and maintained high customer satisfaction.

In my current role as a Customer Care Coordinator, I manage end-to-end warranty operations, process thousands of claims, and coach team members to improve efficiency and service quality. Previously, I supported construction projects as an Assistant Superintendent, ensuring quality control and regulatory compliance across numerous residential homes.

My military background as an Operations & Administrative Specialist has equipped me with leadership skills, logistical coordination expertise, and the ability to design and implement digital documentation systems. I am adept at training and mentoring personnel, fostering professional growth, and maintaining operational readiness under high-pressure conditions.

I am committed to continuous improvement and delivering exceptional client experiences through effective communication, stakeholder engagement, and team collaboration. I bring a disciplined, results-oriented mindset and a passion for operational excellence to every role I undertake.

## Skills

### [Communication Skills](https://jobicy.com/talent/communication-skills.md)[Project Management](https://jobicy.com/talent/project-management.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Time Management](https://jobicy.com/talent/time-management.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Risk Management](https://jobicy.com/talent/risk-management.md)[Reporting](https://jobicy.com/talent/reporting.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Mentoring](https://jobicy.com/talent/mentoring.md)[Performance Management](https://jobicy.com/talent/performance-management.md)[Scheduling](https://jobicy.com/talent/scheduling.md)[Supply Chain Management](https://jobicy.com/talent/supply-chain-management.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)

## Education

No education data available.

## Experience

Customer Care Coordinator @ DR Horton  Jan 2023 - Present 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.

Assistant Superintendent @ DR Horton  Apr 2021 - Jan 2023 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.

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