Extended Warranty and Service Contract Innovations Service Support Innovations
Extended Warranty and Service Contract Innovations

Eric Arnum

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

Chad Bernstein
CFA, Manager of Financial Planning & Analysis
Hendrick Autoguard, Inc.

Chad runs the Financial Planning and Analysis team for Hendrick Autoguard where he uses his analytical skills and expertise to provide insights into a suite of insurance and warranty type products. He supports the Hendrick Autoguard executive team as well as the leadership of their 100 dealership sister company, Hendrick Automotive Group to drive sales and profitability through the use of data and analytics. Prior to joining Hendrick Autoguard in 2014, Chad spent two years in Business Valuation with Deloitte in Atlanta where he served a variety of clients needs including financial modeling for strategic decisions, valuation for financial reporting purposes, and fair market value opinions for regulatory statutes.

Chad is a two-time graduate of the University of Florida with a B.A. in Sociology and an M.B.A. with a concentration in Finance and Security Analysis. Chad is also a CFA® charterholder.

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

Barbara D’Antonio
Senior Global Brand Manager
The Guardsman Division of The Valspar Corporation

Barbara D’Antonio joined Valspar in 2010 as Senior Global Manager of Guardsman Services. During her time at Valspar, she piloted new services that helped the business diversify and strengthen its place in the market. Responsible for the strategic growth of Guardsman’s service contract offerings, she is responsible for product development, pricing, marketing, and compliance in North America. Prior to joining Valspar, Barbara spent most of her career marketing in service industries, including 5 years marketing insurance, discount clubs, and financial services for GE Money. She is based in Chicago, Il.

Extended Warranty and Service Contract Innovations

Christine Dorton
Manager, CRM and Direct Marketing
GE Appliances

Chrisie has been with GE Appliances (GEA) since 2013 and has worked in the direct marketing industry since 2002. She currently manages GEA’s consumer marketing database and coordinates its use across their various brands and functional teams to maximize its value to the business. Chrisie and her team support direct-to-consumer parts marketing as well as all CRM messaging strategies throughout the customer ownership lifecycle. She brings deep experience in digital marketing and advertising, as well as email, direct mail and telemarketing.

Prior to joining GE Appliances, Chrisie spent a year at Fulcrum Analytics supporting several key accounts. From 2002 to 2012, she worked at Accent Marketing Services (now D/B/A Accentf(x) Marketing), directing client relations and serving as product lead for their extended service contract suite of services.

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

Brian Feldman
Executive Vice President and Director
Spencer Re

Brian Feldman is Executive Vice President and Director of Spencer Re, I.I. Spencer Re is the first international insurer formed in Puerto Rico. Spencer Re has been providing reinsurance solutions for the automotive finance and insurance industry since 2005. Prior to joining Spencer Re in 2014, Brian held the role of National Sales Leader for Allstate Dealer Services. Brian was responsible for leading and overseeing the launch and growth of Allstate’s diversification into multiple finance and insurance product offerings. In addition, Brian had responsibility for leading the Business to Business channel which included the development and management of customized finance and insurance product solutions and field sales management for automotive OEMs, captive finance companies, affinity clients and large dealer groups. Prior to joining Allstate in 2009, Brian held the roles of Reinsurance Specialist with GMAC Insurance and Vice President/Chief Compliance Officer for GMAC Securities. During his 14 years at GMAC Insurance, Brian held various roles related to the finance and insurance product lifecycle including claims management, product and program development, performance analysis, reinsurance and sales. Brian was an Intelligence Analyst with the 12th Special Forces Group and holds a BS and MS from NLU in Evanston, IL.

Extended Warranty and Service Contract Innovations

Miguel Fernández

Miguel is the founder of ClaimBot, an Austin-based startup that is on a mission to divert costly call center traffic to a purpose-built ChatBot platform for insurance carriers. From reporting a claim to checking on its status, ClaimBot streamlines frequent requests to drive customer satisfaction and operational efficiency.

Prior to founding Claimbot, Miguel worked at RebelMouse and Spredfast, two leading social media startups. Across his career, he has built a reputation for leveraging technology on behalf of clients like Banco Popular, Banco Santander, Ford, Heineken and others. He is a graduate of the University of Notre Dame’s Mendoza School of Business and a native of San Juan, Puerto Rico.

Extended Warranty and Service Contract Innovations

David Froning
Global Product Manager for Service & Quality

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

Mark Frye
Sr. Manager, Customer Support, Former Sony Electronics Senior Manager of Customer Support
Encompass Supply Chain Solutions, Inc.

Mark Frye joined Encompass in 2015 as Senior Manager of Customer Support and Call Center Operations. Mark’s team provides support to customers in the United States, Canada and Latin America with bilingual agents fluent in French and Spanish. The call center operation provides service for phone sales, online chat, website andsocial media, along with support for our service operation customer contact and inquiries. In addition to overseeing customer support and call center operations at Encompass facilities in Georgia and Florida, Mark is responsible for managing the relationship and supply chain solutions for Sony Electronics Inc.,based out of San Diego California. In this role, Mark and his team are responsible for managing support of Sony’s customers, including endusers, dealers and servicers in North America, as well as support to Sony sales and service operations in Latin America.

Prior to Encompass, Mark was Senior Manager of Customer Support for Sony Electronics where he planned, directed and implemented activities related to customer support in North and Latin America. After joining Sony in 1978, he served in a variety of management positions spanning warehouse and logistics, internal and external literature and print operations, website design, national account and vendor relations, supply chain, inventory control, and business planning.

Extended Warranty and Service Contract Innovations

Jocelyn Getson
Vice President of Business Development

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

Stacy Golden
Director of Operations & Compliance, Former Sony Electronics Director of Operations
Encompass Supply Chain Solutions, Inc.

Stacy Golden joined Encompass in 2016, and is now Director of Operations and Compliance. In addition to overseeing warehouse operations at Encompass facilities in Georgia and Florida, she is responsible for working with business partners and internal teams to drive parts supply chain improvements and execute strategies to enhance aftermarket support for multiple customer segments. Stacy is also responsible for regulatory and policy compliance processes and procedures to ensure alignment with U.S. Customs and other governmental agencies involved in the company’s global importing and exporting business.

Prior to Encompass, Stacy was director of Operations for Sony Electronics where she planned, directed and implemented activities related to the procurement of $500M+ in materials, parts, components and equipment annually. After joining Sony in 1999, she served in a variety of management positions spanning compliance, procurement, vendor relations, supply chain, inventory control, business planning and customer support.

Extended Warranty and Service Contract Innovations

David Gregory
Senior Product Manager, Device Accessories

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

Erik Hickly
Senior Offerings Manager

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

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

Larry King
General Manager, Global Extended Service Business
Ford Motor Company

Larry King is General Manager, Global Extended Service Business, Ford Customer Service Division (FCSD), a position he has held since August 2002. In this capacity, he is responsible for all facets of business operations including: financial goals, sales, marketing, strategies, training and growth.

He joined FCSD in May 1999, where he worked as Regional Manager and Customer Satisfaction Strategy manager before undertaking his current position. He assumed Global responsibilities in 2011.

King started with Ford in June 1983 held various positions with Ford Division before going to conduct marketing research for North American Automotive Operations Marketing in 1988. From 1990 until 1993, King was the Marketing Strategy manager, Ford of Europe. He then went to Lincoln Mercury, as the regional manager in New England and was with World Wide Marketing Plans & Strategy as Lead Marketing Strategy manager. From 1995 until 1998, King was Vice President of Marketing, Sales & Service for Ford China Operations. King speaks two dialects of Chinese, as well as the Philippines' Tagalog dialect. He holds an MBA from Harvard Business School and a bachelor's degree from the United States Military Academy. He is Six Sigma Green Belt certified.

Extended Warranty and Service Contract Innovations

Jonathan Kyle
Senior Director, Channel Marketing

Jonathan leads marketing for SquareTrade's Channel and Direct to Consumer businesses. In this role, he helps define product, go-to-market strategy, and new growth initiatives for the company.

In his 5 years at SquareTrade, Jonathan has helped: drive over 5x growth within the North American channel; launch new programs with partners like Amazon, Costco, and Target; expand product offering to new categories and geographies; and rebuild SquareTrade's Direct to Consumer strategy.

Originally from the Carlisle, Massachusetts, Jonathan attended the University of Vermont, where he graduated in 2009 with honors before moving to the Bay Area to begin his marketing career.

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

Greg E. Mitchell
Esq., Member, Chair of Insurance Industry Group
Frost Brown Todd LLC

Greg chairs the firm’s Insurance Industry group which provides a variety of insurance related legal and professional services including representation of businesses in the review, evaluation and structure of sophisticated insurance and alternative risk/captive programs; development of new insurance and extended warranty/service contracts and hybrid programs; regulation, licensing, and compliance of agents/producers/limited lines/brokers/consultants/administrators/utilization review agents and adjusters, including call center operations and non-insurance distribution channels; formation, regulation, implementation of compliance/risk management, preparation for and defense of state, multi-state and MAWG market conduct actions for national and international insurance carriers and other risk-bearing entities, as well as defense of department investigations and administrative procedures. Greg also handles holding company system/group issues and filings, formation and licensing matters, reinsurance and service agreements, as well as representation of insureds and receivers in insolvency related proceedings, including life and health, MEWAs, self-insurance funds, group self-insured funds, unauthorized insurers and conversions.

He regularly attends meetings of the National Association of Insurance Commissioners, National Conference of Insurance Legislators and other various insurance related organizations. His work has been cited numerous times in Mealey’s and other publications. Greg is a member of the Federation of Regulatory Counsel and he also chairs the Insurance Regulatory practice group of Multilaw, an international association of law firms located in 150 commercial centers throughout the world.

Extended Warranty and Service Contract Innovations

Dawn E. Morris

Dawn leads the service contract and warranty companies at Bankers Financial Corporation and has more than two decades of experience in the industry. Starting in 1994, she held roles within Client Services, Call Center, and Operations before becoming President of one of Bankers’ most competitive business lines. Through her emphasis on providing the best customer experience possible, BWG has seen significant growth in recent years. Dawn continues to focus on providing customized solutions for BWG’s clients including builders, retailers, manufacturers, distributors and InsurTechs. In 2016, she was named a Finalist within the Financial Services category for the Tampa Bay Business Journal’s BusinessWoman of the Year Award. She was also recently awarded a Bronze level Stevie Award for Female Executive of the Year in Consumer Services for a company with 11 to 2,500 Employees.

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
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

Joseph Pesce
Co-founder & CEO
Over The Edge

Energetic, outgoing and unconventional, Joseph Pesce has always had a unique take on business and an entrepreneurial flare that creates success and profits. While the other kids played, he was out setting up shop, negotiating a deal, or finding something new to learn and master.

Joseph is the co-founder and CEO of Over The Edge – a high-end collaboration of technology, design, and business experts catering to the unique needs of the automotive insurance industry – as well as the lead innovator behind their TecAssured™ Software Suite – a seamless private cloud solution that simplifies the administration of service contracts, warranties, ancillary products and pre-paid maintenance programs. TA features a scalable rating engine, connections to all Menu and DMS systems, tools for building custom programs, products, managing contracts, claims, commissions, pricing and more.

In his current capacities, Joe blends high-level experience and knowledge of programming, sales and marketing, into focused, complete technology solutions for clients that integrate, automate, and simplify services, sales and/or business administration. His teamwork philosophy, dedication, leadership skills and work ethics, empower people to work together and achieve new heights of success.

Pesce is also the CEO of OTE’s Technology division – which focuses on proprietary system development, and the co-founder of IMA (Innovative Marketing & Administration) – an agency providing F&I products to dealer clients with the additional resources to administer client products as needed.

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

David Pryor
Chief Marketing Officer
Safe-Guard Products International

David Pryor joined Safe-Guard Products in 2013 bringing over 15 years of automotive OEM experience to our clients. Most recently David led the Jaguar brand in North America, prior to that he was the Chief Marketing Officer at Porsche Cars North America. He has served in a variety of roles in the automotive industry including marketing, product development, finance, aftersales and CRM. With his deep automotive and OEM experience, David oversees Account Management, Business Development, and Marketing for Safe-Guard. David has an undergraduate degree in Industrial Engineering from Georgia Tech and an MBA from MIT’s Sloan School of Management.

Extended Warranty and Service Contract Innovations

Lisa R. Ray
Senior Director, Claims

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

Daniel Raycroft
Vice President, Business Development
PCMI Corporation

Mr. Raycroft leads PCMI’s solution – Policy Claim and Reporting Solutions (PCRS), which combines marketing, operations, accounting, and compliance standards to ensure a successful extended warranty program while maximizing profits for PCMI’s customers. Prior to this role, in 2001, he joined ServiceBench, where he focused on new customers and was directly responsible for expanding the feature and functional offerings to meet the unique needs of dozens of customers while implementing the software in a global environment. Mr. Raycroft has over 20 years of experience in applying technology to the service organizations of leading OEMs, Retailers, Distributors and TPAs in support of their warranty programs, and in driving success for his clients.

Extended Warranty and Service Contract Innovations

Patrick Scheen
Accentf(x) Marketing

As CEO of Accentf(x) Marketing, Patrick leads a veteran and talented team focused on helping clients more effectively leverage data, customer insight and integrated marketing channels to positively influence customer behavior. Under his leadership, Accentf(x)’s data-driven approach, proven design and turnkey marketing execution capabilities provide customized and highly profitable marketing programs for their clients. Patrick’s 20+ years of experience in database marketing, analytics, channel integration, and customer engagement have helped deliver superior customer management solutions for Fortune 100 clients like AT&T, Whirlpool, GE, Sprint, FedEx, GM, American Express, Best Buy, Home Depot, Panasonic, Samsung, ASUS, VIZIO, British Telecom and Kingfisher.

Prior to joining Accentf(x), Patrick held leadership positions with Digitas, an integrated direct/digital marketing agency based in New York and Humana, a US health insurance provider based in Louisville, KY. He holds a bachelor’s degree in Business from the University of Kentucky and sits on the boards of the Global Warranty and Service Contract Association and the Kentucky Squash Racquets Association.

Extended Warranty and Service Contract Innovations

Lee Senderov
Vice President and General Manager, North America

Lee Senderov is the Vice President and General Manager of North America at YourMechanic. In this role, she leads business development partnership strategy, forging relationships at national and regional levels to drive revenue growth. Senderov is a member of the executive team at YourMechanic, developing tactics to elevate the brand to a national level.

She is also responsible for the management of the YourMechanic Revenue Team, which develops and executes external communication programs across marketing, content production, and public relations to increase brand awareness and establish thought leadership.

Prior to her role at YourMechanic, Senderov held marketing and sales positions across diverse industries including shopping, gaming, and consumer packaged goods. She earned an MBA from Harvard Business School and a BA from Brandeis University.

Extended Warranty and Service Contract Innovations

John Sessions
Director of Business Development
Encompass Supply Chain Solutions, Inc.

John Sessions is Director of Business Development and Third-Party Administrator Relations for Encompass Supply Chain Solutions, Inc., a leader in forward and reverse logistics with specialization in distributing service parts for consumer electronics, appliance, computer and printer products. With nearly 20 years of experience at Encompass, John is primarily responsible for managing the company’s relationships with top warranty companies. As one of the largest parts suppliers in the U.S., Encompass works with warranty providers to streamline parts procurement and control claims costs. The company serves as the primary parts source for many clients, leveraging technology integration to expedite parts orders and provide full performance visibility and status tracking to clients.

Extended Warranty and Service Contract Innovations

Mark Shaw
Appliance Electronics Business Development Manager
Nebraska Furniture Mart

Started career at Nebraska Furniture Mart 1990. Buying roles at Nebraska furniture Mart have purchases in all electronics categories. Currently managing: Wireless, Direct Ship Appliances and Electronics, Services Plans for Appliances and Electronics, new business development projects.

Extended Warranty and Service Contract Innovations

James Slazas
Director of Financial Products

James Slazas, Director of Financial Products, has over 25 years of experience in the financial industry. Starting his career trading derivatives on the futures exchanges in Chicago and Paris. At Lehman Brothers, James managed a proprietary arbitrage book of derivatives, structured products and created a global risk management group for the HNW credit exposure of the London, Swiss and Hong Kong banks. Later, James co-founded a hedge fund investing in longevity risk through life settlements and premium financing. At ConsenSys, James runs ConsenSys Capital as well as advises a broad spectrum of financial institutions including central banks, investment banks, insurance companies, exchanges, pension funds and regulatory agencies on blockchain strategy.

Graduated from the University of Richmond, E. Claiborne School of Business and studied at Oxford University, Hertford College.

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
Ally Insurance

Ms. Tuglus has a reputation for successfully executing large, complex change initiatives. She began her career in technology startups, and prior to Ally worked at Ford Motor Company. Over the past 3 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. She holds a BS in Engineering from Northwestern University and an MBA from Duke University.

Extended Warranty and Service Contract Innovations

Jesse D. Wilson
Frost Brown Todd LLC

Jesse Wilson is an insurance regulatory attorney with Frost Brown Todd who helps service contract providers with all aspects of service contract regulation across all states. This focus his practice includes the formation and licensing of entities, drafting and filing of service contracts, operational requirements for service contract providers, commercial use of service contracts, designing and implementing service contract programs for new market entrants and general regulatory counsel related to service contracts. With an education and background in business, Jesse is able to provide both legal advice and operational and risk management guidance to his clients. In addition, he counsels insurance companies on a wide variety of regulatory issues across all states.


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Extended Warranty and Service Contract Innovations

Extended Warranty and Service Contract Innovations

Extended Warranty and Service Contract Innovations

Extended Warranty and Service Contract Innovations

Extended Warranty and Service Contract Innovations

Extended Warranty and Service Contract Innovations

Extended Warranty and Service Contract Innovations

Extended Warranty and Service Contract Innovations


Extended Warranty and Service Contract Innovations

Extended Warranty and Service Contract Innovations