Doug Pecora

https://www.linkedin.com/in/doug-pecora/

Wexford, PA 15090 724-***-**** ac7u2y@r.postjobfree.com

Client Service and Operations

Versatile business leader with a measurable track record of driving team development, client satisfaction, and operational excellence in diverse industries including finance, marketing, media, and logistics. Trusted business partner, skilled at collaborating to create strategy, developing success measures, executing operational plans, and delivering results.

Leadership Client Satisfaction Continuous Improvement

Strategic Planning Supply Chain Management Coaching and Mentoring

Organizational Development Change Leadership Financial Management

Lean Six Sigma Contact Center Operations Customer Experience

PROFESSIONAL EXPERIENCE

PNC Bank, NA., Pittsburgh, PA

Senior Operations Manager, Client Services 2014 – 2018

Led up to 100 client-facing, production-oriented employees, including managers/supervisors, across multiple locations. Charged with increasing productivity, improving quality, and ensuring adherence while increasing client satisfaction and retention. Built effective team structure, created success measures, and drove results through people, process, and technology within a $5.5 million budget.

Successfully implemented Lean Management System in three locations.

o38% reduction in direct expense.

oQuarter-over-quarter reduction in client impacting errors.

oSignificant reduction in rework.

oAttained customer satisfaction rating of 93.3%.

Analyzed customer base across 12 business segments to determine required resources, support structure, service levels, etc.

oBuilt a flexible, scalable contact center function resulting in a consistent customer experience and significant reduction of direct expense.

Integrated an organization of 32 employees as a result of consolidation, which required a full system conversion, extensive procedural changes, personnel realignment, and cultural assimilation, and key stakeholder collaboration.

Increased utilization of customer self-serve product by an average of 15% every month resulting in sales efficiency, increased client satisfaction, and reduced cycle time.

Achieved outstanding results in customer loyalty survey:

oNet Promoter Score = 74 Satisfaction with Client Services support = 93.3%

Implemented workflow platform using agile project management methodology. Engaged with scrum team to establish the project scope and requirements, prioritize business value, and deliver on minimal viable product.

Groomed leadership team which enabled 4 of 7 managers/supervisors to be promoted into higher-level leadership roles in 2017.

Appointed to Diversity and Inclusion Council. Sponsored D&I sub-committee focused on external recruiting and internal talent development.

Doug Pecora Page 2

Valassis, Inc. (acquired ADVO, Inc.), Pittsburgh, PA

International marketing services provider with $2.3 billion in revenue, serving Fortune 500 clients.

Director, Client Services 2006 – 2014

Led 6 departments in multiple locations with 60 employees, including managers/supervisors. Additionally, managed another team of 90 employees during the first year in this role. Supported 100 sales executives and 3000 clients in multiple industries including retail, CPG, grocery, and foodservice. Responsible for creating a client-centric, operationally effective organization tied to $250 million in revenue.

Successfully maintained quality and service delivery standards, client satisfaction levels, and employee morale for 150 employees during challenging 12 month period that involved major system implementation, downsizing/offshoring, and company’s acquisition.

Restructured the account management organization in partnership with leaders from acquiring company. Recognized with Chairman’s Circle Award.

oCollaborated with executive-level leadership in the establishment of high-level roles and responsibilities for the Sales and Service organizations.

oCreated new positions, titles, workflow, responsibilities, procedures, salary ranges, career paths, etc. Mapped employees into new structure, communicated the plan, and oversaw implementation.

Created and delivered progressive, multi-layered leadership training program over 2 years for up to 50 managers nationally.

Director, Graphics Print Services 2002 – 2006

Led 90 service employees in two locations responsible for creating and coordinating marketing programs for 3000 small, medium, and large clients in numerous industries. Responsible for client ROI, financial management, continuous improvement, etc. Managed the quality and efficiency of 1100 customer orders weekly representing $60 million in revenue.

Created new product offering, following attendance at sales strategy session, resulting in six new customers and 18 orders within first two months in pilot sales office. Developed through extensive collaboration with internal stakeholders and external vendors. Recognized with Valued Partner Award.

Improved client credit dollar impact as a percent of revenue four years in a row (averaged 28% annual improvement).

Led national project related to customer support structure resulting in improved client satisfaction, increased sales productivity, and heightened employee engagement and accountability. Recognized with Drive For Results Award.

EDUCATION

Bachelor of Science in Business Logistics / Supply Chain Management

Penn State University, State College, PA

Certified Lean Six Sigma Green Belt (CLSSGB)

AWARDS AND RECOGNITION

Chairman’s Circle Circle Of Stars (National) A+ Execution award (National)

Valued Partner Award (MidAmerica Region) Serve & Satisfy Superbly Award (Northeast Region)

Drive For Results (top 15% of employees) Appointed to Diversity and Inclusion Council

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