Lee Anderson
Senior Manager, Strategic Support Services
Epson America

Michael Bailey
Partner
4CS Warranty & Service Solutions

Michael has been in the Extended Warranty industry for over 25 years.  He began selling warranties on consumer electronics in the early 80’s and was the F&I manager for a major car dealership before being recruited by Canada’s largest warranty company and becoming their VP of Sales.

In 1997 Michael formed Superior Warranty Services and began consulting to major retailers, OEMs, insurance companies and TPAs.  His forte is program negotiation, design, implementation and sales training.  Michael also has several years of warranty software experience, he was the Canadian Distributor and Director of Extended Warranty Solutions for ServiceBench from 2003 – 2008.  He recently joined 4CS to drive business in Canada and assist with 4CS’ extended warranty solutions

Mark Bardusch
National Sales & Marketing Manager—Extended Service Business
Ford Motor Company  Mark Bardusch is national sales and marketing manager, Extended Service Business, Ford Motor Company. He’s responsible for sales, marketing and results in Ford’s Extended Service Business. In 25 years at Ford, Bardusch has held executive-level positions domestically and internationally, including vice president, Ford Motor Company Philippines and director, Asia-Pacific Vehicle Personalization, Thailand. He has served on politically appointed committees abroad and was a member of the American Chamber of Commerce of the Philippines. He has extensive experience designing and implementing growth initiatives within Ford. Bardusch speaks frequently on designing, implementing and managing automotive programs for product sales, multi-channel marketing, new product development, customer retention and service level improvement.

Jimmy Bynum
Business Development Manager
Caterpillar Insurance
Mr. Bynum has served as Cat Insurance’s Business Development Manager since 2009, where his primary responsibility has been to develop and implement initiatives that drive growth in extended warranty for new, used and rebuilt Cat machines. From 2006 to 2009, Jimmy was deployed to Singapore where he served as Managing Director for the Asia Pacific region, successfully establishing Caterpillar’s Extended Warranty Program in China and Southeast Asia. He was initially hired into a leadership position in the Cat Insurance Claims area, and has since had numerous other responsibilities, including oversight of the Sales & Marketing unit. He has his BS in Business Administration from the University of Mississippi. Jimmy recently joined the Institute of Warranty Chain Management as a board member.

Mark Celichowski
President
National Home Service Contract AssociationMark Celichowski serves as the Legal and Compliance Director for Home Security of America, Inc., a home service contract provider. Mark provides guidance in a various compliance issues unique to the home warranty industry, such as state licensure issues and the Real Estate Settlement Procedures Act. Mark received his Bachelor’s Degree in Business Administration from the University of Wisconsin-Madison, majoring in Operations Management and Operations Research and his Juris Doctor Degree from the University of Wisconsin School of Law. Mark currently represents Home Security of America, Inc. as the President of the National Home Service Contract Association.

Arthur J. Chartrand
Counsel
National Home Service Contract Association

Art Chartrand is an attorney with Chartrand Legal Management, Inc. He developed and chaired The National Insurance School for fifteen years. Currently, his firm serves as Counsel to the National Home Service Contract Association (NHSCA). Chartlaw.com.
Chartrand is former counsel to the National Association of Insurance Commissioners (NAIC). He was the key architect of the NAIC's current Market Information Systems. The NAIC Special Activities Database (SAD), Regulatory Information Retrieval System (RIRS), Complaints Database System (CDS), Exam Tracking System (ETS) and The National Insurance Producer Registry (NIPR)  all feature much of Chartrand's design and innovation.

Chartrand Legal Management has over 25 years experience in association, regulatory and legislative management. His firm also has a very successful track record in meeting management, hotel contracting and meeting logistics.

In 1991, Chartrand was the first non-insurance commissioner to be awarded the prestigious, IRES Presidents Award for significant contributions to education and professionalism among insurance regulators.

Chartrand guest and co-hosted the nationally syndicated radio show "It's Your Money " for fifteen years. Currently, he hosts his own nationally syndicated radio show,  The Art and Joy of Movies on the American Talk Radio Network. He is a pilot, avid boater, motorcyclist, horse enthusiast and movie aficionado.

David Froning
Product Manager for Warranty Solutions
SAS David Froning is the Product Manager for Warranty Solutions at SAS. Mr. Froning works in partnership with manufacturers, suppliers, and industry organizations to develop solutions for warranty industry issues such as fraud detection, early warning, and accelerated problem solving. 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.

G. Terry Hawkins
Independent Consultant
(formerly of GE and Assurant Solutions)

Mr. Hawkins began his professional career as Director for Instructional Communications for the University of Louisville.  He then moved into the global renewable energy field for a number of years as President of McDonnell Douglas Energy Systems.  Leaving energy for a private law practice, he represented a number of commercial clients including General Electric.  That representation grew into a management assignment as General Manager of Warranty Management for GE Consumer and Industrial.  When that business was sold to Assurant Solutions, Mr. Hawkins retired from GE and accepted a position with Assurant as Director for Extended Warranty.  In mid-2010, he retired from Assurant.  At present, he maintains a private law practice and continues to provide consulting services in the extended warranty and specialty insurance business.

 

He has a degree in General Science from Indiana University and a Juris Doctor from the University of Louisville.  Mr. Hawkins is a member of the Kentucky Bar Association and is licensed to practice law in Kentucky.

David G. Keifer
Manager
Global Customer Support Services
Eaton Corporation

David Keifer has over 20 years of experience in leading Fortune 500 corporate sales and service operations, technical support and training organizations.   Throughout his career, David has been responsible for driving strategic planning, operational planning, talent recruitment and development in various business environments including organizational startups, relocations and acquisitions in the Americas and EMEA regions.

He is currently a senior manager with Eaton Corporation, a $15 billion dollar global power management company and is responsible for Global Customer Support Services which is currently focused on creating a new customer support infrastructure within their Power Quality Division.  This new organization also includes a new Eaton Tele-sales operations for Service Contract sales. 

Previously, David was an expatriate working for Eaton’s new European Division based in Hengelo, Netherlands and Birmingham, UK where he led the consolidation and merger of the newly acquired business support operations.  Prior to this role, David was part of the core leadership team that created a new national support headquarters for Eaton’s US based Electrical Division.  Prior to joining Eaton, David worked for Industrial Data Technologies and General Dynamic Corporation in various management roles related to Automation Services and Software Program Management.  

Mr. Keifer holds a BS in Electronics Engineering and is a member of various support industry organizations.

Michael Kleinstuber
Sr. Director, Service and Warranty
DIRECTV Michael Kleinstuber has 20 years of customer service experience between contact center functions, supply chain management, vendor management, sales and extended warranty program management.

In his current role, Michael is responsible for the overall operational and financial performance of the DIRECTV Protection Plan, including sales, marketing, commission and incentive programs, retention, claims administration and overall customer support for program subscribers. He has held numerous positions at DIRECTV over the past 15 years, including roles in customer service, account recovery, resource management and Supply Chain Management. Michael has spent the past 8 years in the service and warranty organization with responsibilities specific to the DIRECTV Protection Plan.

Michael has a BS in Business Administration from Regis University and resides in Castle Rock, CO with his wife Kori and daughter’s Kiley and Khloe. He enjoys spending time with his family, mountain biking, camping and skiing during his free time.

Scott Kranzberg
Founder and Managing Director
Strategic Sales Group, LLC

Scott Kranzberg has over 20 years of experience in the extended warranty industry. Scott has an exceptional track record in sales, marketing, and business development complemented by a full scope of P&L and general management experience.

He is currently the Founder and Managing Director of Strategic Sales Group, LLC a company focused on Representing, Advising and Creating Sales and Marketing for companies in the business of administering, underwriting and marketing product warranties with a focus on extended warranties.

Prior to founding Strategic Sales Group, LLC, Scott was the Director of Technology Services for CDW Corporation where he was responsible for the launch and management of CDW Services.  Prior to CDW Corporation, Scott was the Executive Vice-President for Aon Warranty Group one of the largest administrators and underwriters of service plans sold by financial institutions, retailers and manufacturers.

He has a degree from the University of Oklahoma and resides in Highland Park, IL with his wife Nancy. 

Stephen K. McDaniel
Attorney
Blank & Meenan, P.A.

Prior to law school, Stephen practiced as a certified public accountant in Georgia for three years during and passed the Uniform Certified Public Accountant exam receiving the Gold Key Award for scoring the highest score of the 1,462 exam candidates. He worked as a Senior Accountant in KPMG’s Assurance Department, where he supervised audit engagement teams in the consumer markets, software development, telecommunications, real estate, and banking and financial institutions industries.

Stephen graduated from the Florida State University College of Law, Summa Cum Laude, in 2004 and was ranked third in his graduating class. From August 2004 to August 2006, Mr. McDaniel served as a Senior Staff Attorney to Florida Supreme Court Justice R. Fred Lewis. Since that time Stephen has been actively involved in developing an insurance regulatory practice with a focus in warranty and extended warranty law. Stephen currently serves as the Assistant Executive Director and Assistant General Counsel to the Service Contract Industry Council, a national trade association representing the interests of the service contract industry. Additionally, Stephen serves as the Assistant General Counsel to the Florida Service Agreement Association, a sister association to the SCIC focused solely on representing the interests of the service contract industry in Florida.

Marc McKenzie
President
The Institute for Warranty Chain Management

Marc McKenzie, Managing Partner of InnovationBlue LLC consulting is recognized as a global expert on Warranty & Service Chain Management. He has unusually broad and deep business experience in the hi-tech industry prior to forming InnovationBlue, most recently as Senior Global Director of Corporate Warranty. At Hewlett-Packard Co. his program management office led several key cross-company initiatives, where together his team and partners drove achievement of a massive $1B in warranty cost savings over 3 years - the largest warranty improvement in history for any industry. This was accomplished while improving customer satisfaction in several categories and customer segments. Marc's experience also includes all phases of business management from venture start-up to end-of-market, extensive work and travel in most world regions, knowledge of many industries, as well as successful leadership in consumer, commercial and enterprise customer segments. He sees huge leverage between his work on holistic Warranty Chain Management, and the holistic approach new start ups and rapid growth businesses must achieve. Always an integrative thinker, this shows in his educational background which includes his Bachelor of Science in Computer Science, Psychology and minors in Mathematics and World Religion Studies all earned at Graceland University in Lamoni, Iowa. He completed his MBA in Denver while still quite young at Colorado State University, completing his studies as #2 from a class of highly selected, distinguished older Fortune 100 executives.

Gary Mitzner
Divisional VP of Service Contracts
Sears Holdings Corporation

Gary has been in the Service Contracts business with Sears Holdings since 1997.  He began as a Product Manager for Lawn & Garden, Fitness, & HVAC industries, and has moved through various assignments touching all aspects of the business, including product design, underwriting, pricing, administration, and direct marketing.  He is now the general manager of the business, with over 1,200 associates in his organization.
Prior to Sears, Gary worked for 11 years in the printing industry with RR Donnelley & Sons.  He has a BS in Industrial Management from Purdue University, and a MM from Northwestern’s Kellogg School of Management.

James Mostofi
President
U.S. Warranty Division, Chartis
James E. Mostofi is president of the U.S. Warranty Division of Chartis, a global leader in non-auto warranty solutions serving many of the world’s largest retailers and manufacturers. Chartis Warranty has operations in over 50 countries.

Leveraging nearly 15 years of experience as a senior leader within the warranty solutions and administration areas, Mr. Mostofi focuses on architecting new ways for retailers and manufacturers to enhance customer engagement and quality service. Under his leadership, Chartis Warranty pioneered a highly successful buyback solution for a national big box retailer. He continues to advance understanding of the value that innovative warranty solutions have for retailers, manufacturers and consumers.

Prior to joining Chartis in November of 2010, Mr. Mostofi was Chief Operating Officer of Service Net Warranty, LLC, a leading warranty administrator. In his ten years at Service Net, he also worked as General Counsel and Chief Financial Officer. As a corporate attorney with Frost Brown Todd, LLC, Mr. Mostofi spent several years advising warranty and non-warranty clients in merger and acquisitions and insurance regulatory matters. He began his career as a certified public accountant, most recently at Ernst & Young where he specialized in taxation of financial institutions for ten years.

Mr. Mostofi holds a juris doctor degree from DePaul University College of Law and a master’s in business administration with a concentration in finance from the Loyola University (Chicago) Graduate School of Business. He earned a bachelor’s degree in accounting from New York University’s Stern School of Business.

Arthur R. Mulligan
Product Line Manager—Services
Eaton Corporation

Mr. Mulligan is a product line manager for Eaton Corporation’s power quality UPS service business in Raleigh, North Carolina. 

His background is in high technology and services marketing, advertising and consulting.  Art has authored several articles and white papers related to UPS service best practices, remote monitoring, and designing cost effective service plans. 

Mulligan has a BA in economics from Albion College, has been involved in several startups in telecommunications, advertising, and applications software, one of which was acquired by Powerware Corp. (Eaton).  His pursuits include photography, travel and achieving a work life balance.

Michael Paczolt, FCAS, MAAA
Consulting Actuary
Milliman
Mike is an actuary in the Chicago practice of Milliman. Mike's area of expertise is property and casualty insurance, including loss reserving and ratemaking. Mike has experience in commercial lines, including workers' compensation, professional liability, general liability, auto liability, and both manufacturer and extended warranties (service contracts). He regularly speaks at industry conferences and has published several papers on the topic of warranties. His experience includes working with insurance companies, self-insured and captive insurance clients.

Ed Stockwell
Manager, Customer Care Center Operations
Crutchfield Corporation

Ed Stockwell has focused his career thus far on the Consumer Electronics industry.  As a 16 year veteran at Crutchfield Corporation,  he’s risen the ranks as a top sale advisor, has lead top sales teams, paving the way to his current role in Operations Architecture and Consumer Services business leader.  While his roles are varied, they are guided by a single minded purpose in exceeding customer’s expectations.

Ed’s BA in Speech Communication was awarded at North Dakota State where he also began a 20 year devotion to the martial arts of judo, karate, and aikido.  He has also given his leadership talents to his local Triathlon Club as an active board member and past President.  He marshaled club and local resources to promote the sport of triathlon and host a race series to benefit local charities. He enjoys cooking, training, and long walks on the beach.

Paul Timm
Global Service Marketing & Sales
Trimble Navigation Paul Timm has 17 years of experience leading sales and marketing programs for b2c and b2b companies ranging from technology startups to major beverage producers. In his current role with Trimble Navigation (a $1.5 billion dollar positioning and guidance technology company), Paul oversees worldwide sales and marketing teams responsible for Extended Warranties, Software Maintenance, Service and Support Programs, and other innovative products.

Prior to Trimble, Paul ran a boutique consulting firm specializing in product development and brand positioning. Among Paul’s former roles, was leading small business development in Quito, Ecuador. Paul is fluent in Spanish, holds a BA from Texas State University, and an MBA from Duke University

Clifford R. Wagner
VP
Total Care Services, Personal Systems Group-Americas , Hewlett-Packard Company

As Vice President of the Total Care Services Organization for HP’s Personal Systems Group in the Americas, Cliff is responsible for managing the customer experience for commercial and consumer customers across all of the Americas regions.  This includes leading the PSG Americas customer experience improvement programs across the value chain, driving a differentiated customer support experience at a competitive cost throughout the U.S., Canada, Mexico, Brazil and the entire Latin American region.

Under Cliff’s leadership, HP North America was the only personal computer company certified for Excellence in Service Operations by the TSIA in 2010.

Over the last 16 years, Cliff has worked in several organizations inside HP including Corporate Finance, the Imaging and Printing Group (IPG), the Personal Systems Group (PSG), and the Technology Services organization within HP Services. 

Before joining the Americas team Cliff worked in Investor Relations, shaping HP’s strategy and managing two-way communications with the investment community.

Prior to his responsibilities in Investor Relations, Cliff was responsible for HP’s support and warranty for PSG on a worldwide basis.  He also held responsibilities for HP’s global account business, where he oversaw key sales and operations programs in support of HP’s direct volume transaction model for its largest accounts globally, as well as responsibilities in the printing group.

Based in San Diego, Calif., Cliff holds an MBA from the University of San Francisco and undergraduate degrees from New Mexico State University.

John Watson
Vice President of OEM & ESP Sales
Global Warranty Group

John Watson has over 20 years of experience exclusively in the extended service plan (ESP) industry.  He has proven to be a catalyst for ESP conversion, revenue and profit optimization.  John has had a diverse number of positions including designing, implementing and managing ESP initiatives for 3 nationwide retail chains.  He has a well documented history of driving unparalleled performance improvement increases in every program with which he has been involved. 

Additionally, John has managed customer service for two major retailers and is well versed in the tenant that “customer service and sales are inextricably linked”.  He places a premium on front line associate empowerment and developing the proper metrics to ensure expeditious and thorough customer service issue resolution.  John even takes this one step further insisting that the proper first step in designing an extended service plan program is to get out of the ivory tower executive offices and listen to your cashiers and customer service associates.

John also understands how ESP can be a competitive advantage and an effective long-term loyalty program for any company.  Prior to joining Global Warranty Group, John was charged with building the consumer market for the premier direct marketing company of extended service plans in North America.  This gave John a thorough understanding of how to design an impactful, fully integrated aftermarket program.  John sees this as one more way to create additional revenue, profit and customer loyalty.

Catherine White
Research Analyst-Supply Chain
IDC Manufacturing Insights Catherine White works within the Manufacturing Insights Group of IDC as a Research Analyst for Supply Chain. In this role she supports the Practice Director of the Emerging Agenda and Supply Chain groups to produce both quantitative and qualitative research.

Through primary and secondary research within the vendor and end-user community, Ms. White will help to address the challenges that manufacturers face by providing them with timely research – delivered through written reports, webinars, blogs and other custom research projects.

Prior to joining IDC, Ms. White worked for PointBridge, a Chicago-based, Microsoft consulting company specializing in on-line collaboration and voice software, as their marketing manager. She has also held roles at Diamond Management & Technology Consultants in both a research and marketing role and at AMR Research as a Research Analyst focusing on emerging technologies. Ms. White holds a bachelor’s of science degree in finance from Fairfield University and a master’s of science degree in integrated marketing communications from the Medill School of Journalism at Northwestern University.