Doug Pecora Email & Phone Number

Greater Pittsburgh Area

Greater Pittsburgh Area

Led up to 100 employees, including 11 managers/supervisors, across multiple locations in the support and retention of 25,000 clients across multiple business segments, industries and verticals. Charged with increasing productivity, improving quality, ensuring adherence, and reducing risk. Focused on building effective team structure, continually improving performance, increasing engagement, and developing talent. Created operational effectiveness by beating financial goals, with budget of up to $5.5 million, creating/implementing sound processes/ procedures, and leveraging technology and systems. Partnered with key stakeholders at multiple levels and functions within the organization to ensure alignment. Success was achieved by: 1) Setting the direction for the team. 2) Establishing success measures. 3) Creating passion and desire to achieve. 4) Evaluating performance. 5) Creating and executing development plans for all teammates in support of the direction and goals.

Pittsburgh, Pa

Led several client-facing functions in multiple locations responsible for managing customer accounts from onboarding through final billing. Additionally, managed a fellow team of 90 employees during the first year in this role. Responsible for creating a client-centric organization fully accountable for support, satisfaction, engagement, and retention of clients, across numerous industries, of all sizes and complexity (national, multinational, regional, local). Delivered operational efficiencies related to organizational structure, process design, system implementation, and ongoing continuous improvement. Raised the performance of the team through focused recruiting, active management, professional development, and talent retention strategies. Supported 3000 clients representing $400,000,000 of annual revenue.

Pittsburgh, Pa

Led 90 customer service employees in two locations responsible for creating and coordinating advertising/marketing programs for approximately 3000 clients in numerous industries including retail, healthcare, banking, insurance, restaurant, etc. Responsible for customer ROI, financial management, continuous improvement, etc. Managed the quality and efficiency of approximately 1100 customer orders weekly representing $60,000,000 of revenue annually.

Pittsburgh, Pa

10 years’ experience leading operations teams throughout the operations / supply chain process. Began at the “tail end” of the fulfillment process (finished product warehouse, shipping, transportation, etc.) then continued to move “upstream” in the operations process (fulfillment, production planning, scheduling, receiving, inventory management, etc.) while accepting multiple management promotions.Succeeded locally and was asked to be involved in many branch projects and assignments which extended beyond my immediate span of responsibility e.g. Elected to Chairman of Safety Committee and reduced lost-time accidents to zero for six straight quarters. Achieved by 1) creating a database, trending lost-time and non-lost-time accidents, then remediating two most common events 2) Implemented light duty program to encourage timely return to work.Later, gained regional recognition and was asked to participate in several continuous projects e.g. cross-functional management team charged with developing procedure manual by collecting best practices from multiple production facilities, standardizing processes, and testing effectiveness. This ultimately was adopted as national tool and internal audit guide.Ultimately, gained national recognition and was chosen for several national assignments e.g. asked to travel to several other facilities to trouble-shoot and collect data related to overall performance. This included a multi-month leadership assignment at the Memphis plant to identify rework trends and implement enhanced product workflow which resulted in sustained on-time delivery of finished product for first time in several months.