MICHAEL SPADACCINI

Results-driven Manager with extensive experience leading operations across multiple disciplines within the OEM automotive sector. Proven track record in optimizing processes, managing substantial budgets, and negotiating high-value contracts. Expert in developing and implementing CRM systems, enhancing data transparency, and improving service delivery. Strong communicator with a history of exceeding performance metrics, achieving cost savings, and driving continuous improvement through data-driven decision-making.

I am married with an incredibly intelligent 4 year old boy and a wildly dramatic 1 year old daughter. My main hobby is having a newly acquired hobby that I dump all of my money into before moving onto the next. I do very much enjoy traveling, building and riding bikes, hockey, anything with an engine and home improvement projects. You will likely catch me watching UFC on any given Saturday night. I am also an avid landscape and automotive photographer that has been featured in several publications. I consider myself good in most sports but not great in any. I genuinely enjoy connecting and building relationships with people on a personal level.

Dealer Support Center

• Hand selected by executive management to establish and lead new startup within MBUSA, successfully building and launching the department in just 38 days.
• Consolidated 74 mailboxes & 8 phone numbers to one system and one number.
• Improved response time by 97% and resolution time by 96% across 52 business units.
• Developed & launched a self-service CRM through ServiceNow CSM directly to market in 40 days.
• Nominated & selected to be an Advisor on the Manufacturing Commercial Operations Product Council for ServiceNow.
• Launched one new system (Field Contact Tool) & two CRM migrations (100+ agents, 9k users) within a 2 month span.
• Created a mass, targeted communication tool for the organization after identifying the need.
• Built, piloted and rolled out a generative AI tool for our field team to more efficiently respond to dealer requests.
• Automated 4 processes that required manual labor & intervention to be completely self-service for customers.
• Hosted 2 company wide town halls & 4 all dealer webinars (22k attendees)
• Acted as a consultant for other global MB AG markets to implement a dealer facing CRM.

Parts Transportation

• Negotiated and saved $32.49M through strategic negotiations, accountability initiatives, and resolution of data discrepancies.
• Received the highest 360 feedback survey rating in Parts Logistics with a score of 3.96 out of 4.
• Expanded team size from 4 to 14 to improve risk mitigation, execute strategic initiatives, and enhance dealer service.
• Negotiated a $7.93M cost avoidance for the FedEx Parcel contract and reduced EQ battery shipping costs by 93%.
• Developed a linear index matrix for domestic parcel pricing, achieving a 3% margin accuracy.

Parts Technical

• Led the development and launch of the Workbench CRM tool in the US and Canada, providing enhanced visibility and accountability for the Parts Logistics team.
• Designed and implemented a real-time cloud-based KPI dashboard for rapid analysis of key business drivers.
• Created a dynamic quality survey tool enabling US and Canadian dealers to rate service.
• Enhanced data transparency by consolidating six email inboxes and launched a cloud-based Electronic Parts Catalog for all US dealers and HO Canada.
• Reduced technical volume by 6% through the implementation of 1,821 published solutions.
• Introduced a new Employee Parts Order program and a revised TRP policy to improve efficiency, compliance, and forecasted a 15% increase in sales volume.

Parts Support Services

• Transitioned case management from a call center to 79% online, yielding valuable data insights and operational efficiency.
• Improved service levels from 63% to 94% within 6 months by analyzing case data and addressing unnecessary volume.
• Developed a suite of automated KPIs, saving 5 hours of manual reporting weekly.
• Boosted positive dealer feedback by 45% as reported in the Carlisle survey and reduced PAC inbound hold times by 67% within 7 months.
• Achieved a 100% department score on the Top 10 Most Favorable Statements in the 2018 E1 survey.

Roadside

• Identified and mitigated key regional vendor issues, reducing damage claims by over 36%.
• Implemented a nationwide selection of ANSI certified outerwear to enhance technician safety and brand recognition.
• Developed a new-hire training program to address the impact of inexperienced agents on service quality.

BJ’s Wholesale Club

• Exceeded all-time sales records just four months into the management role.
• Created a successful sales campaign adopted as a company standard nationwide.
• Developed and tested sales promotion strategies during periods of inactivity, leading to a company-wide program adoption.
• Achieved the highest month-over-month growth in the region at 11%.