Consumer Returns Management 2018

October 22 - 24, 2018

Sheraton Grand Nashville, TN

Contact Us: 1.888.482.6012

Speakers

Dennis Dienno
Vice President of Global Service Parts Planning
Dell Technologies

Dennis Dienno is Vice President of Global Service Parts Planning for Dell Technologies and is based in Austin Texas. In this role Dennis is responsible for setting Global Service Parts Planning Strategy and Execution across APJ, EMEA and the Americas regions. 

Dennis has over 45 years in the services industry with extensive experience in all aspects of Supply Chain, Field Service, Technical Support and Procurement having managed all functions in both the Americas and APJ regions. Dennis’s also has extensive international experience having done international assignments in China, Ireland, Latin America and Malaysia. 

Prior to coming to Dell in 1998, Dennis has held senior leadership roles at TRW Customer Service Division, Computerland, and Vanstar Corporation. 


Jeremy Witte
Vice President, Returns, Damages & Recommerce
Best Buy
Winsor Schmidt
Senior Director, Distribution
Electrolux
Ryan Holden
Director, Returns & Repair Business
The Home Depot
Jordan Sielaff
Director, Category Management
eBay

Jordan Sielaff is the Director of Category Management at eBay and is an avid supporter of closing the loop for brand manufacturers and retailers. Jordan’s team partners with top Sellers and Brands to utilize eBay marketplace to maximize value on products at all points within the product lifecycle. EBay has a Customer for every condition product that is generated throughout the product lifecycle, and Consumer Returns are key source of products that fuel eBay’s deal hunter customer base demand. Did you know? In the U.S., a smartphone is purchased on eBay every 5 seconds. The number of live listings on eBay marketplace is ~1.1Bn.  

Kent Perry
Product Management Consultant
Macy's
Kent Perry is a customer management consultant that works with top ecommerce players to solve critical pain points in the omnichannel retail experience. After spending nearly two decades working in strategy and product management for global brands and startups, Kent knows what truly drives customer loyalty and omnichannel conversion – and it’s not offering free returns. It’s how well you understand the customer journey and how much you reduce friction in an omnichannel world. Kent has consulted for top retail and ecommerce brands including Macy’s, Bloomingdale’s, and Amazon. In addition to his extensive strategy and product management consulting, Kent has launched several new product categories for leading consumer electronics firms. Kent holds a BS in engineering from North Carolina State University and an MBA in marketing from the University of Tennessee.
Brian Slattery
Executive Director, Reverse Logistics & Third Party Distribution
The Estée Lauder Companies Inc.
Mike McCurry
Director, Supplier Innovation - Supply Chain Development
Lowe's
Justin Schuhardt
Senior Director, Operations
Walmart
Jay Lehal
Director, Service Centers
Best Buy Canada
Tim Quinn
Director, Distribution Operations
BJ's Wholesale Club
Tim Quinn has been with BJ’s for 15 years and is currently a manager in the Logistics/Supply Chain Division. Tim is responsible for reverse logistics functions including return to vendor programs and inventory liquidation for certain product categories. In addition, Tim’s team manages all carrier freight claims as well as Financial control functions for all company distribution centers. His team is also responsible for financial and contract analysis for all non-Transportation third party logistics providers.
Karla Kilian
Director, Property Management – Unsaleables Reduction and Disposition Strategies
Target
Karla has been with Target 24 years, holding various positions within Real Estate, Resource Recovery and Property Management. In her current role, she is responsible for leading the Unsaleables Reduction and Disposition Strategies team. This team focuses on improving profitability and supporting sustainability by reducing the volume of damaged, defective and expired product marked out of stock and optimizing disposition of unsaleables at end of life. Karla is a graduate of Gustavus Adolphus College with a Bachelor of Arts degree in Political Science.
Nate Omann
Director, Aftersales Operations
Best Buy
Jacob Gillette
Director, Loss Prevention Operations
Dick's Sporting Goods
John Sturm
Director, Global Service
Bose
Richard Proud
Vice President, Planning, Allocation and Regional Buying
Groupe Dynamite
Joyce Cruts
Director, Supply Chain Operations – Return Management
Acer
Kirstin Neira
Excess Inventory Management
Lenovo
John Pinto
Former Vice President, Service & Support Operations
Toshiba
Tom Gratiano
Senior Manager, Global Reverse Logistics & Manufacturing Operations
Bose
Tom has been with Bose for 22 years and has been in roles within Manufacturing Operations, Development Engineering, Program Management, Repair, and Remanufacturing.  Currently Tom is in a senior leadership role that takes full advantage of his leadership, technical, and operations capabilities.  
Tom leads the Manufacturing and Global Supply Chain Program Management team and manufacturing operations in Framingham Massachusetts and in Danville Illinois.  Tom is also the Manager of Global Reverse Logistics (Remanufacturing, Repair, and Third Party Repair) strategy development and deployment, the Global Reman & Repair Center of Excellence (GRRCE) team, and Technical Services Team.
Prior to joining Bose, Tom held Manufacturing Engineering roles with Raytheon Equipment Division Manufacturing (six years) and North American Philips Lighting (one year). 
Steve Freemerman
Senior Manager, Global Logistics
GoPro
Darleen Arisco
Manager, Remarketing Program
HP
Kathy Murphy
Director, Special Markets
Vista Outdoor
Shawn Cohen
Director, Store Operations
The Aldo Group

    

Adam Bridegan
Senior Vice President, Marketing
Rhone
Marc Patrouch
Director, Asset Protection
Advance Auto Parts
Marco Mai
Senior Director, Reverse Logistics
Vivint Smart Home
Marco Mai is the Sr. Director of Reverse Logistics at Vivint Smart Home, the largest smart home services provider in North America. Before Vivint, Marco worked for Endless Mobile and Huawei. For more than a decade, Marco had built and managed Customer Service and Reverse Logistics in more than ten countries including United States, Malaysia, Philippines, Mexico, Australia, etc.
Ray Doustdar
Founder & Chief Executive Officer
Buiced
Joe Bobko
Vice President, Transportation
Boxed
Joy Hicks
Manager, Secondary Market Programs
The Home Depot
Angela Sposito
Chief Executive Officer
King Club

Angela Sposito entrepreneur and philanthropist is CEO of King Club Express an international commerce platform and  freight forwarder company. She is Psychologist, specialist  in Applied Behavioral Analysis, PsyOps, Business Coaching, Global Management and Marketing, before her recently start-up, she works for known international companies as a consultant in organizational engineering, international cooperation, public relations and business development, such as Fujitsu Global, Command Consulting Group (a company chaired by the former director of the American Secret Service), Cascade Investment (the investment firm of Bill Gates),  Brahma Beer Company (Brazil - Venezuela). On the other hand, focusing in helping to improve live quality and human rights she is a researcher and co-autor of publications and books in the area of organized crime prevention and social behavioral change, for example Psicologia Juridica Iberoamericana (Iberoamerican Forensic Psychology by Manual Moderno), she have been Senior Adviser for the Civil Society Support Program of USAID (United States Agency for the International Development), as well project manager at UNICEF being in charge of the daily fundraising and supply channels to provide emergency food and water at the U.N. refugee camps in Syria’s borders, among others projects for World Bank and UNESCO worldwide. 

Raymond Bunora
Director, Technology
Janome America, Inc.
Patrick Kernell
Divisional Director, Loss Prevention
Dollar General
Kimberly Miller
Manager, Merchandise Planning
American Signature, Inc.
Andy Suarez
Manager, Vendor Returns
Build.com
Amy Augustine
Senior Manager, Reverse Logistics
US Cellular
Ms. Augustine has held the role of Senior Manager of Reverse Logistics for U.S. Cellular® since September of 2013. In this role, she leads the team that is responsible for the strategy and execution of the reverse supply chain including repair of handsets and tablets and re-commerce of handsets and accessories. Ms. Augustine has held various roles within Supply Chain and has been with U.S. Cellular for 8 years. Prior to her work at U.S. Cellular®, Ms. Augustine spent 10 years in the consulting industry working for KPMG, BearingPoint and The Revere Group. Her focus has been on process improvement, project management, software implementations and business analysis. Ms. Augustine has worked in supply chain for both the public and private sectors. Ms. Augustine holds a Bachelors of Applied Science from Miami University in Engineering Management with a Specialty in Manufacturing Engineering. She also holds an M.B.A. from Loyola University Chicago in Operations Management and International Business. Ms. Augustine received her CSCP certification in December of 2014 from APICS.
Jason Kovacs
Manager, Returns & Warranty
RevZilla
Jack Laverty
Director, Corporate Engagement
World Vision
Victoria Brown
Research Manager, Global Supply Chain Strategy & Execution
IDC
Tony Sciarrotta
Executive Director
The Reverse Logistics Association
Tony has over 30 years of sales, marketing, and reverse logistics experience in the consumer electronics industry with manufacturers such as Philips and Sony. In 1998, Tony pioneered a Returns Management Department at Philips and focused on activities to drive down returns and associated costs. Tony worked with both external customers and internal business groups to devise and implement various returns and customer satisfaction initiatives that are still recognized as best-in-class industry practices.
Brian Daigle
International Trade Analyst
United States International Trade Commission
Dr. Guangzhi Shang
Assistant Professor, Business Analytics
Florida State University – College of Business
Dr. Michael Galbreth
Pilot Chair of Excellence & Department Head, Business Analytics and Statistics
University of Tennessee, Haslam College of Business
Michael R. Galbreth is a Professor of Management Science and a Moore Research Fellow at the Moore School of Business, University of South Carolina. He received his Ph.D in Operations Management from Vanderbilt University in 2006.  Prior to his graduate studies, Dr. Galbreth worked for several years at Accenture and was a manager at KPMG Consulting. He has taught in the undergraduate, MBA, and Ph.D. programs at the Moore School on topics including operations management, information systems, quantitative methods, and sustainable operations. He has also taught MBA courses at Vanderbilt University, Vienna University of Economics and Business (Austria), Tecnológico de Monterrey (Mexico), and Chonnam National University (South Korea). At the Moore School, Dr. Galbreth is a seven-time winner of the MBA outstanding professor award as well as the recipient of the Alfred G. Smith Award for Teaching Excellence.
Dr. Galbreth’s research activities are currently focused on retail operations, consumer returns, sustainable operations, and the interface between marketing and operations.  He is Fulbright Scholar and served as the Fulbright Enders Visiting Research Chair at McGill University in Montreal in 2010.  Dr. Galbreth has published over 20 peer-reviewed research articles in leading academic journals including Management Science, Marketing Science, MIS Quarterly, Production and Operations Management, and others. He serves as an Associate Editor for Decision Sciences and Journal of Operations Management.  Dr. Galbreth has consulted with a variety of companies, with a focus on building analytical decision models and developing analytics training materials and programs.
Patrick Wiedemann
Group Chief Executive Officer
RLG

Patrick Wiedemann , an industrial engineering graduate, joined RLG as CFO in June 2010.  He was appointed CEO in January 2012 and is today responsible for the RLG Group, its global subsidiaries, in addition, CEO of  Reverse Logistics GmbH and CCR Logistics Systems AG.  His vision has been  for a truly sustainable economy that works without waste, saves resources and is restorative by its circular economy.  Through Patrick’s leadership the Group is recognized as a global leader who provide innovative, comprehensive returns management solutions enabling manufacturers and distributors to actively drive product and commodity returns thus facilitating multiple cycles of use. Today RLG work in partnership with Government Agencies, OEM’s and G500 organizations in the delivery of returns management solutions ensuring Circular economy, smarter business rules, better customer experiences and driving additional sales revenues.

Today RLG’s global footprint includes  22 offices, 34 subsidiaries with over 500 employee’s operating in 80 countries – a footprint which is growing year on year .


Chris Cloutier
Director, Business Development & Sustainability
CoreCentric
Noah Pearce
Senior Director, Quality Assurance & Manufacturing Excellence
Blue Nile
Antonia Kay
Program Director
Consumer Returns Management


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