Jessica Drake
Tracy,CA
Summary
Dedicated environmental services professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. With 35 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
24
24
years of professional experience
Work History
General Manager of Operations
ACTenviro
02.2021 - Current
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Championed change management initiatives to facilitate seamless transitions during organizational restructuring or process improvements.
- Fostered strong relationships with external partners and stakeholders to support business objectives and expand market share.
General Manager
NRC Environmental Services, Inc.
01.2016 - 02.2021
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
General Manager
Clean Harbors Environmental Services, Inc.
09.2000 - 09.2014
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Account Manager
Clean Harbors Environmental Services, Inc.
06.2003 - 09.2004
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
Customer Service Manager
Safety-Kleen Systems, Inc., Now Clean Harbors
04.2001 - 06.2003
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Created and reviewed invoices to confirm accuracy.
Proposal Manager
Safety-Kleen Systems, Inc., Now Clean Harbors
06.2000 - 04.2001
- Forge strong relationships with internal stakeholders through timely communication of progress updates throughout the bid lifecycle.
- Reviewed competitors'' proposals to assess strengths and weaknesses, informing strategic positioning for subsequent bids.
- Streamlined proposal development process, reducing turnaround time and improving overall efficiency.
- Secured new business opportunities by crafting persuasive executive summaries highlighting unique selling points.
Education
Bachelor of Science - Computer And Information Sciences
Coleman University
San Diego, CABBA -
Coleman University
San Diego, CASkills
- Effective leader
- Operations Management
- Staff Development
- Business Analysis
- Financial Management
- Contract Administration
Timeline
General Manager of Operations
ACTenviro
02.2021 - Current
General Manager
NRC Environmental Services, Inc.
01.2016 - 02.2021
Account Manager
Clean Harbors Environmental Services, Inc.
06.2003 - 09.2004
Customer Service Manager
Safety-Kleen Systems, Inc., Now Clean Harbors
04.2001 - 06.2003
General Manager
Clean Harbors Environmental Services, Inc.
09.2000 - 09.2014
Proposal Manager
Safety-Kleen Systems, Inc., Now Clean Harbors
06.2000 - 04.2001
Bachelor of Science - Computer And Information Sciences
Coleman University
BBA -
Coleman University
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