Michael Vespa Email & Phone Number

Dallas/Fort Worth Area

Sweetie’s Cheesecakes is a hip, premium cheesecake manufacturer producing individual-size cheesecakes in a mason jar. We are based in Fort Worth and we are Go Texan.

Plano, Texas

Provide world-class service to a wide-range of clients, managing the client’s custom market research projects. Coordinate project production activities, manage client expectations, and monitor key project success metrics.Consistently exceed client expectations for delivering market research data and services by insuring project deliverables are on-time and within project metrics. Consistently rewarded for achieving top-2 box customer satisfaction scores for proactive client communication and on-time project deliverables and excellence in project management.Manage multiple concurrent projects to schedule and budget, delivering P&L consistently above 80% and revenue metrics well above project minimums.Analyze, and deliver market research data and statistical reports while communicating with clients and partners regarding project progress.Effectively work and communicate both as an individual and as part of a team on a large-scale research projectsParticipated in an internal committee for process improvements leading to a 10% increase in client satisfaction for project management.

Independently managed all product repair operations for RIM’s North American Blackberry handset repair operations by serving as a liaison between the corporate office and two Dallas-based, third-party repair centers.Successfully brought a new repair contractor on-line immediately upon arrival to company; subsequently introduced new processes to reduce overall operations cost, raise service quality, and increase weekly throughput of original repair center by a factor of 10.Enhanced accuracy of workflow forecasting through continuous contact with RIM’s Global Logistics Team and the RMA divisions of national wireless vendors to provide an accurate real-time assessment of pending repair shipments; proactively identified escalating repair workflow, and used this information to help external repair partners manage labor and inventory logistics.Improved quality of service and increased satisfaction levels of wireless carriers through implementation of a carrier rejection process that enabled third-party repair centers to quarantine repair batches that failed carrier quality audits, and send to RIM for further manufacturer QA testing, resulting in lower rates of return rejection.

Demonstrated highly efficient operations management skills; delegated tasks effectively among team members and third party vendors.Excelled in on-site and phone-based interpersonal communications; asked strategic questions using appropriate levels of technical language, and built strong customer relationships through service-focused commitment.Applied proficient vendor negotiation skills in order to reduce operating and inventory costs, including procurement of equipment for projects budgeted at up to $200K.Managed on-time, within-budget replacement of 2,500 computer workstations within a major hospital; coordinated with in-house IT managers and directed several installers in order to facilitate system configuration and installation of new hardware while maintaining full accessibility of the hospital wide-database.