Extended Warranty and Service Contract Innovations Service Support Innovations
2017 SPEAKERS
SPEAKERBIOGRAPHIES
Extended Warranty and Service Contract Innovations

Eric Arnum
Editor
WARRANTY WEEK

Eric Arnum is the editor of Warranty Week, an online publication written for the warranty industry professional. Based in New York and launched in late 2002 as both a free weekly email broadcast and a website at www.warrantyweek.com, the newsletter has quickly gained a following among manufacturers, retailers, servicers, and insurance professionals. Subscriptions to the free weekly email edition have now surpassed 7,000 people, while Web traffic is typically around 12,000 to 15,000 page views per week.

Weekly topics have included specific market close-ups on product warranties, extended warranties, claims rates in industries such as air conditioning, automotive, PCs, disk drives, printers, consumer electronics, solar panels, construction, mining, telecommunications equipment, plasma TVs, jetliners, sports stadiums, new homes, skateparks, and farm equipment. On a quarterly basis, trends in warranty claims and accruals by more than 800 manufacturers are detailed in depth. Also featured are periodic articles about industry conferences and warranty claim processing and analysis software providers.

Before launching Warranty Week, Arnum edited two different newsletters about the data communications industry -- Messaging Online, and Electronic Mail & Micro Systems (EMMS) -- while also engaging in custom research projects tracking the growth of the World Wide Web in Europe and the market for Internet services in South America. He also has worked as a reporter and freelance photographer for various online music publications. Eric Arnum is a graduate of Syracuse University with a degree in economics.


Extended Warranty and Service Contract Innovations

Brian T. Casey, Esq.
Partner, Co-Chair of Regulatory & Transactional Insurance Practice Group
Locke Lord LLP

As Co-Leader of Locke Lord's Regulatory and Transactional Insurance practice group, and a member of the Firm's Corporate, Capital Markets and Health Care practice groups, Brian focuses on corporate, merger and acquisition, corporate and structured finance and other transactional, and regulatory matters for corporate clients in the insurance, financial services and health care industries. One significant facet to Brian's practice is a focus on insurance-linked securities and related insurance capital markets transactions. His clients include insurance companies, insurance holding companies, managing general agents and insurance agencies, third party and claims administrators, banks and other financial institutions, investment banks and reinsurance companies.

Representative Experience
   •  Corporate, transactional and business law
   •  Mergers and acquisitions of insurance companies (life & health and property & casualty), insurance
      agencies, third party administrators, financial services businesses
   •  Multi-state insurance regulation and administrative law
   •  Privacy and Security
   •  Internet, electronic commerce, fintech, insurtech, electronic signature (e-sign) and records and other
       technology aspects of insurance, financial services and health care
   •  Social Media
   •  Bank insurance transactions, financial services modernization and Consumer
       FinancialProtection Bureau (CFPB)
   •  Health care and Health Insurance
   •  Life Insurance
   •  Reinsurance
   •  Long Term Care Insurance
   •  Property and Casualty Insurance
   •  Patient Protection and Affordable Care Act
   •  The Dodd-Frank Wall Street Reform and Consumer Protection Act
   •  Corporate finance, venture capital and insurance structured finance transactions
   •  Insurance company and insurance product taxation

Extended Warranty and Service Contract Innovations

Kirsten Elsworth
Director of Analytics & Data Management
Ally Financial – Insurance Operations

Kirsten Elsworth is the Director of Analytics &Data Management for the Insurance Division of Ally Financial. She started her career as an actuarial intern, trading in math books for a love of data. With a BS in Applied Technology from Eastern Michigan University, Kirsten has been able to apply the rigor of her mathematics and data management background, with a practical, logical approach to solve various problems across the organization. Ms. Elsworth's team would tell you that she is the self-proclaimed, 'World's Greatest Analyst', as she thoroughly enjoys the moments when she gets to dig-in and help solve a tough problem. She has designed and implemented multiple reporting and data warehouse solutions, including a $12M Global Data Warehouse. In her current role, Kirsten acts as the Insurance Business Lead for Data Governance, while continuing to grow an analytics team that collaborates across all areas of the organization.

Extended Warranty and Service Contract Innovations

David Froning
Global Product Manager for Service & Quality
SAS

Mr. Froning works in partnership with manufacturers, suppliers, and industry organizations to develop solutions for warranty and service contract issues such as early warning, accelerated problem solving, and fraud detection.

Before coming to SAS, Mr. Froning worked for General Motors. He managed the development, operation, and continual improvement of quality and warranty information systems utilized across GM’s North American operations and supplier community. His experience also includes work with leading automotive market research firms. He holds a Bachelor of Science from Michigan State University and a Master of Science from the University of Wisconsin.

Extended Warranty and Service Contract Innovations

Claire Fennessey
Vice President, Product
HomeServe USA

Claire Fennessey joined HomeServe USA in July of 2015 as Vice President, Product. Claire brings over 15 years of experience in a variety of areas such as Product Development, Product Management, Direct and Digital Marketing, Customer Acquisition & Retention Marketing and Business Development. Most recently Claire was Chief Strategy Officer at Clarus Marketing Group where she worked to expand and strengthen the company's digital acquisition, customer retention, product and custom solutions strategies. She has held previous management roles in Product and Marketing at Pitney Bowes and Cendant. Claire has a BS in Business Administration from the University of Connecticut and an MBA from Pace University.

Extended Warranty and Service Contract Innovations

Jocelyn Getson
Vice President of Business Development
Bankers Warranty Group

Jocelyn Getson is the Vice President of Business Development at Bankers Warranty Group. Applying a holistic understanding of the retail industry, Jocelyn is responsible for identifying opportunities in both existing markets and new verticals and then executes new initiatives by working with retailers and strategic partners to create tailored plans and implementing the go-to-market strategy. With 17 years of experience in Business Development Jocelyn is focused on developing and introducing new strategies and capabilities in the service contract industry to drive expansion and continually improve the customer experience.

Extended Warranty and Service Contract Innovations

David Gregory
Senior Product Manager, Device Accessories
Amazon

David Gregory leads the extended warranty and 3rd-party accessory programs for Amazon devices. He owns the global extended warranty program for a diverse portfolio of devices including Fire Tablets, Kindle eReaders, Fire TV, and Echo. Prior to joining Amazon, David worked in Product Management and Product Marketing at SquareTrade. He has over 15 years of product and program management experience at a variety of technology and media companies including CBS/CNET and BitTorrent, and holds a BA from the University of California.

Extended Warranty and Service Contract Innovations

Steve Gusa
Sr. Director Channel Sales / Business Development for Protection Products
Sears Holdings Corporation

Steve Gusa has over 30 years' experience in retail, warranty and services. During his career, he has held leadership positions with: Audio King, Metris, Best Buy, and NEW/Asurion. His responsibilities have included multi-unit management, training/people development, account management, and P/L responsibility for warranty programs. Regardless of position his responsibility set generally included a particular emphasis in the warranty/service program sectors.

Prior to joining Sears, Steve spent over 3 years at NEW/Asurion as the Vice President of Sales Development and Training and over 10 years at Best Buy where he held direct responsibility for one of the industry's largest warranty programs.

A resident of Minnesota, Gusa possesses extensive skills in leadership, management, sales, marketing, training, customer service, consulting, and organizational development.

Extended Warranty and Service Contract Innovations

Magnus Gustafson
Director, Service Contracts & Workshop Solutions
Volvo Group Trucks Sales and Marketing – Americas

Magnus Gustafson is currently the director of aftermarket retail development for Volvo and Mack Trucks in North America where he is responsible for the development and management of extended coverage and service agreements. Magnus has 15+ years' experience in the trucking industry all of which are with the Volvo Group. He has held various management and director level positions throughout his career at Volvo and has been involved with different aspects of warranty since 2005. Since then he has had various warranty responsibilities ranging from deploying an enterprise warranty analysis tool to commercially supporting truck sales objectives with market leading extended coverage programs.

Magnus earned a BS in Computer Information Systems from High Point University and has an AS degree in Computer Science.

Extended Warranty and Service Contract Innovations

Erik Hickly
Senior Offerings Manager
Microsoft

Erik Hickly has been a part of the Microsoft Care Team as a Senior Offerings Manager for the last two years. He currently manages Microsoft’s Complete warranty offers and operations for the consumer segment. Prior to joining Microsoft, Erik spent 11 years working for both USAA and Progressive insurance as a claims adjuster, bodily injury adjuster, and finally a claims manager. Erik continues to serve in the US Army Reserves and is currently assigned as the Secretary of the General Staff for the Commanding General of the 351st Civil Affairs Command. Erik holds a BS in Management from University of Phoenix and is graduate of the Army’s Command and General Staff College.

Extended Warranty and Service Contract Innovations

Ashok Kartham
Founder and CEO
Mize

Ashok Kartham is the Founder and CEO of Mize, creator of the Connected Customer Experience platform that enables companies to maximize the customer lifetime value. Ashok has 20+ years of experience as CEO of software and high-tech companies. Ashok has 25 years’ experience working with global manufacturers and Fortune 500 companies in delivering enterprise software solutions for Service, Warranty, Parts, Support, and Knowledge Management. Ashok also founded 4CS, the leading warranty and service lifecycle management company, which was acquired by PTC in 2012. Ashok holds Bachelor’s degree in Computer Science and has been involved as an investor and board member in various organizations to help foster entrepreneurship.

Extended Warranty and Service Contract Innovations

Aleem Lakhani
Executive Vice President
AMT Warranty Corporation

Mr. Aleem Lakhani is Executive Vice President of AMT Warranty Corporation. He joined AmTrust Group in 2003 to establish the administrative practice for Extended Warranty, including contact solutions, information technology, operations, account management and sales support. Aleem has been engaged in the warranty industry for over 15 years. Prior to joining AmTrust Group, Aleem held executive management positions with other warranty companies specializing in system engineering, business process engineering and advanced business analytics. Today, Aleem leads AMT Warranty's management of Microsoft's global extended warranty program, including compliance, partnerships, business development and global account management. Aleem Lakhani holds several advanced degrees and qualifications specializing in empirical methods and supply chain management from institutions such as McGill University, University of Michigan and MIT.


Extended Warranty and Service Contract Innovations

Julie Lohmeier
Managing Director, Marketing
Pivotal Home Solutions

Julie Lohmeier brings more than 20 years of subscription-based direct and digital marketing experience to her role as Managing Director, Marketing at Pivotal Home Solutions with responsibility for direct, digital and social media marketing. Prior, she served as VP Marketing at Scrip Companies where she was responsible for all catalog, online, and social media marketing to complementary and home health care fields. Prior to Scrip, she was VP Marketing, managing ecommerce marketing for Zacks.com, the individual investor site for Zacks Investment Research. Earlier experience included senior roles in the travel and software industries. She counts her three children as her greatest accomplishments and her two dogs as her biggest fans.

Extended Warranty and Service Contract Innovations

Aaron E. Lunt, JD, CPCU, Are
Assistant General Counsel, Head of Regulatory Affairs
The Warranty Group

Aaron E. Lunt is Assistant General Counsel, Head of Regulatory Affairs for The Warranty Group (“TWG”) located in Chicago, Illinois. Aaron manages the North American department responsible for rate and form filings, producer and adjuster licensing, market conduct exams & inquiries, commercial policy issuance, new law and regulation intake and analysis, government affairs support, compliance testing, marketing/advertising materials review and regulatory legal guidance. In addition, Aaron is involved in a variety of strategic and operational initiatives that span across the organization, globally.

Prior to joining TWG, Aaron spent over 5 years with Zurich, North America, based in Schaumburg, Illinois, most recently serving as their Vice President of Laws, Regulations and Public Policy Support. In that capacity, Aaron led a department responsible for a spectrum of insurance regulatory issues relating to the Dodd-Frank Wall Street Reform & Consumer Protection Act, the Terrorism Risk Insurance Act, large commercial deregulation, regulatory requirements review and new law and regulation analysis and implementation support.

Aaron is an Illinois licensed attorney and also holds the Chartered Property and Casualty Underwriter (“CPCU”) and Associate in Reinsurance (“ARe”) designations. Aaron is a member of the CPCU Society’s Leadership Council (2016-2018), and serves on its Executive Committee (2017-2018). Aaron also served as the Chairman of the Regulatory & Legislative Interest Group for four years, ending in 2015. Also, Aaron previously served as a Director for the Chicago Northwest Suburban Chapter and is a current member of the Chicago Chapter. Aaron has also been recently elected to serve a three-year term on the Board for the Global Warranty & Service Contract Association.

In addition to Aaron’s passion for politics, reading and music, his fondest moments are spending time with his wife, Nadia, and three young boys.

Extended Warranty and Service Contract Innovations

Ken Mac
Director of Protection Products
General Motors

Kenneth Mac was appointed as a Director within GM's Customer Care and Aftersales division, Protection business unit, effective July, 2014. Prior to GM, Ken held various executive management positions in service sector companies, especially with F&I companies and TPAs, mainly in corporate finance, strategic planning, internal consulting, and product/partner management.

Ken began his corporate career in 1986 after graduating from the University of Michigan with a Bachelor degree in Economics and Finance. He also earned his Master in Business Administration from Wayne State University while working his earlier corporate years in southeast Michigan. His property and casualty insurance services experience comes from several leading companies to include AAA Michigan, CNA Insurance, and GMAC Insurance (now known as Ally). The more recent portion of his career was spent with Ally Insurance 2000-2011. Most recently, Ken came to General Motors after working in management consulting with Accenture.

Extended Warranty and Service Contract Innovations

Timothy J. Meenan
Senior Partner, Meenan P.A.; General Counsel and Executive Director
SCIC (Service Contract Industry Council)

Timothy J. Meenan is an A.V. rated lawyer in the Martindale Hubbell law directory, and has spent over 30 years as an insurance regulator and attorney representing service contract companies, insurers, managing general agents, GAP providers, and other insurance and ancillary product related industries.

In his role as the General Counsel and Executive Director for the Service Contract Industry Council, Mr. Meenan has overseen the drafting, passage and implementation of fair and balanced regulation for consumer goods, automobile, and home service contract providers throughout the United States, with laws being implemented under his watch in more than 30 states. Mr. Meenan also serves as the General Counsel for the Guaranteed Asset Protection Alliance, and in that role assists lenders, administrators, insurers, and other providers of GAP in compliance, regulatory and legislative efforts. As General Counsel for the Motor Vehicle Ancillary Products Association, Mr. Meenan has worked with industry participants to authorize products such as tire and wheel, windshield protection, paint-less dent repair, key fob, appearance care, and other products across the United States. Mr. Meenan has assisted numerous manufacturers, insurers, administrators and retailers develop and implement national compliance initiatives for warranty, service contract, GAP, and retail insurance programs. Nationally, Mr. Meenan has spearheaded laws designed to streamline the provision of insurance products in the retail environment. Meenan P.A. also provides regulatory and governmental relations out-sourcing for numerous insurers in Florida and throughout the Nation.

Mr. Meenan's legal practice also focuses on regulatory law before numerous state agencies, with an emphasis on insurance company, financial products and agent regulation. He has assisted insurers and other regulated entities to obtain licensure, has represented life and health insurers and health maintenance organizations with various regulatory problems, and has helped numerous property and casualty insurance companies resolve their disputes with the Florida Department of Financial Services, Office of Insurance Regulation. As a legislative lobbyist in Florida, Mr. Meenan has represented many corporations amend statutes governing insurance, service contract, financial products, and other laws.


Extended Warranty and Service Contract Innovations

Dawn Morris
President
Bankers Warranty Group and Bonded Builders Warranty Group Affiliates of Bankers Financial Corp.


Extended Warranty and Service Contract Innovations

Trish Briscoe Myers
Senior Program Manager
EFG Companies

Trish Myers is a Senior Program Manager for EFG Companies, where she currently manages pricing and profitability in the Direct to Consumer channel, drives innovation through new product development, manages partner relationships, and assists in making strategic decisions for the company's future.

Trish joined EFG in 2012 in Claims Administration and quickly advanced to serving as the Strategic Operations Manager. During her tenure as the Strategic Operations Manager, Trish was part of the management team that achieved the ASE Blue Seal of Excellence, Benchmark Portal Call Center of Excellence, and was awarded the 2015 Bronze Stevie Award for Excellence in Customer Service.

Trish has over 15 years of experience in the automotive industry, including Sales, Finance, Service, and Fixed Operations. She also is ASE Certified.

Trish completed her MBA in Global Strategic Marketing and Finance at the Hankamer School of Business at Baylor University. She also holds the follow credentials: Certified Quality Manager (CQM/OE), Salesforce.com Administrator, Certified Call Center Manager (CCCM), and Certified Call Quality Assurance (CCQA) and Mark of Excellence Recipient by General Motors. She is also a member of the American Society of Quality. She has also completed additional Executive Education studies in Product Innovation and Pricing Strategies, as well as several courses and seminars in Product Management.

Trish is a mother of four, and an active volunteer in the community. She has served over 20 years of service to various non-profit organizations in a leadership capacity.

Extended Warranty and Service Contract Innovations

Nick Palmer
Director
ICON Health and Fitness/UTS

Nick Palmer is the director of Universal Technical Services, a subsidiary of ICON Health & Fitness, the largest manufacturer of in-home fitness equipment in the world. Universal Technical Services provides extended service offerings for ICON products, which include notable brands such as NordicTrack, Proform, Healthrider, and FreeMotion. With more than 15 years of experience in the health and fitness industry, Nick has held several positions within ICON Health & Fitness, and was promoted to his current role in 2006. As director, he is charged with generating additional revenue in an already thriving business. After learning that only about 10 percent of ICON products sold were being registered by buyers, Nick enlisted the help of a company that specializes in increasing manufacturer's customer registration rates up to 4x. With a defined CRM program, Nick has turned a $1 million investment into a $4 million ROI in 18 months. This directly contributed to the Global Warranty and Service Contract Association (GWSCA) recognizing the results with an Innovation in Warranty Award in 2015 and Direct Marketing Association recognizing the solution implemented with a 2015 Innovation Award for best Mobile Marketing Platform.

Extended Warranty and Service Contract Innovations

Rodney Rahl
General Manager
Nebraska Furniture Mart

Rodney Rahl is General Sales Manager at Nebraska Furniture Mart in Omaha, Nebraska, where he has worked for over 25 years. A billion-dollar retailer, NFM is a Berkshire Hathaway organization with stores in four regions selling furniture, flooring, electronics, and appliances. Rahl has a degree in sales management and an MBA, and he’s currently pursuing his Doctor of Business Administration, with a research focus in consumer and employee motivation. For his professional and academic projects, he has studied consumer habits and demands in retail’s changing landscape of hyper-informed customers. The “millennial” generation has been a significant force in driving these changes, necessitating new ways to engage younger consumers, to understand their motivation, and to revise current sales methods to attract these retail dollars.

Extended Warranty and Service Contract Innovations

Lisa R. Ray
Senior Director, Claims
Ally

As the Senior Director of the Service Center for Ally Insurance, Lisa Ray has responsibility for the extended service contract operations in the service center and the field with Fixed Operations Consultant and Dealer Operations Analysts. Lisaearned a B.S. in Actuarial Science from the University of Michigan and an MBA from Michigan State University. She started her career as an Actuarial Student with MIC Life (a part of Ally), and progressed through many positions to the Global Lead for Data Conversion in the largest system replacement project successfully completed at Ally. In this $140M project, Ms. Ray managed the conversion of over 9M contracts, 5M claims and 4B earnings records with multiple teams in the U.S. and U.K. In her previous role, she led business governance over the insurance systems along with the PMO, Data and System Configuration teams.

Extended Warranty and Service Contract Innovations

Mark Shaw
Appliance Electronics Business Development Manager
Nebraska Furniture Mart


Extended Warranty and Service Contract Innovations

Sean Stapleton
CEO and President
AMT Warranty Corporation, an AmTrust Financial Company

Sean Stapleton serves as CEO and President of AMT Warranty Corporation. AMT and its various subsidiary companies offer warranty administration, extended service plans and consumer identity/financial protection programs to partners in the automotive, telecommunications, consumer products, commercial equipment and finance industries.

Over his extensive career, Mr. Stapleton has developed, implemented and maintained warranty and service contract programs for an extensive list of Fortune 500 retailers, manufacturers, automotive industry partners and telecommunications providers.

Mr. Stapleton currently serves on the Board of Industry Leaders for the Consumer Technology Association (formerly the Consumer Electronics Association) and was previously elected to serve on the Executive Board for the Service Contract Industry Council (SCIC). He is a frequent industry speaker and lectures on insurance, reinsurance and alternative risk sharing programs.

Mr. Stapleton previously held positions as Vice President of Legal and Governmental Affairs for National Electronics Warranty (N.E.W.) and served in various leadership capacities at Warranty Corporation of America, an Asurion company. Additionally, Mr. Stapleton has served as a Board member and advisor to multiple companies; helping to mentor and guide organizations and their leadership teams.

Mr. Stapleton holds a B.S. in Business Administration from State University of New York in Oswego, NY and a J.D. from Quinnipiac University.

Extended Warranty and Service Contract Innovations

Angie Tuglus
Executive Vice President
Ally Financial – Insurance Operations

Angie Tuglus is Executive Vice President of Operations at Ally Insurance. She leads claims, loss inspections, collections, product delivery, fixed operations consulting, customer service, analytics and technology governance. Angie is an expert at delivering large-scale cross-functional change initiatives, spanning startup to Fortune 10 companies. At Ally, she successfully built and deployed a new global technology platform that included a core transactional system, financial system, data warehouse, and organizational change management to support business in 25 countries. Following that, she led the successful design and launch of the new Ally Premier Protection vehicle service contract and customer experience in early 2015. Over the past 2 years, she has been driving a cultural transformation across Ally Insurance, making Innovation the new normal and establishing new businesses such as Fixed Operations Consulting and Direct to Consumer. Angie holds a BS in Engineering from Northwestern University and an MBA from Duke University. She began her career in technology startups, and prior to Ally worked at Ford Motor Company.

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