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 EMC

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

Jeremy is responsible for leading the strategy, financial performance,operations, and risk management of a multi-billion dollar portfolio of non-new inventory within the Recommerce and Reverse Logistics Supply Chain for Best Buy, including inventory across customer returns, damages, trade-in, end of life, recall, recycling, waste, and/or other nontraditional inventory streams. Jeremy also leads a cross-functional team consisting of operations, technology, business development, sales, analytics, inventory management, and environmental services with the goal of optimizing recovery, building sustainable operational processes, and the development of recommerce and reverse logistics technologies.

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. 

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.
Jared Martin
Director, Reverse Logistics
Lowe's Companies Inc.
Justin Schuhardt
Senior Director, Operations
Walmart

With over 20 years of value chain practice, Justin has led and operated all critical value chain functions: Operations, Inventory, Customer Service, Global Logistics & Supply Chain, Technology Integration & Analytics, Marketing and Sales. Through these experiences, he’s built-out capabilities and optimized business by creating and implementing repeatable and sustainable processes, leveraging organizational capabilities and developing and executing innovative practices and strategies that outperform the competition. His current responsibilities at Walmart include the oversight of reverse supply chain management (vendor partnerships, returns reduction, technology leverage, solution design), acquisition support and due diligence, strategic seasonal partnerships, and business operations analytical support.

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

Nate Omann has been with Best Buy for 18 years working in Services, on Merchant Teams and as a Program Lead.  Currently, he is a Reverse Logistics Director where he and his team are setting strategy & leading efforts to reduce Returns/Exchanges & Product Damages while improving Customer & Retail experiences. Nate works closely with Product Vendors, Merchants and many other Internal teams to identify areas of opportunity.  In addition, his team builds analytical tools to help identify solutions for problematic skus, locations and processes.  

John Sturm
Director, Global Service
Bose

John has been with Bose for 2 years and has been in the Global Customer Service practice for the duration.    

John leads Bose’s Global Customer Service strategy and operations (Call Centers, Digital Service, Quality, Vendor Management), which supports 19 languages in sales theaters around the globe. 

Prior to joining Bose, John held similar Customer Service roles in Motorola, a Lenovo Company and Optum Rx, a division of United Healthcare. 

Richard Proud
Vice President, Planning, Allocation and Regional Buying
Groupe Dynamite

Richie Proud is Vice President of Merchandise Planning, Allocation, and Product Insights for Groupe Dynamite in Montreal, Canada - parent company of Garage & Dynamite female clothing brands and one of the top fashion retailers in Canada.  He is responsible for the global inventory management & product financial strategies across the 350+ worldwide stores of Groupe Dynamite.

Richie’s retail career started with Abercrombie & Fitch where he had success as both a Merchant and a Merchandise Planner.  As the Senior Director of Merchandise Planning, Richie led A&F’s international transformation initiative - a fleet review of all international store locations to optimize sales, inventory, and real estate strategies.  Prior to joining Groupe Dynamite, Richie led the Merchandise Planning & Allocation teams for American Signature, Inc - owner of Value City Furniture and American Signature Furniture.  He has extensive international supply chain experience - building strong relationships with factories, suppliers, and vendors all over Asia and South America.

Joyce Cruts
Director, Supply Chain Operations – Return Management
Acer
Kirstin Neira
Excess Inventory Management
Lenovo

Kirstin joins the Consumer Returns speaker list again this year, with close to 20 years of experience between IBM and Lenovo.  Kirstin has spent time within both the Personal Computing and Data Center spaces, and has extensive knowledge of end to end supply chain functions including customer fulfillment, demand planning, customer experience, inventory control, forward logistics, and reverse logistics.  Over the last 3 years, Kirstin has expanded her role in the management of excess, obsolete, returned, and off lease inventory, managing the disposition of both finished goods as well as components around the world.  Kirstin’s role now includes the management of all excess inventory activities for Lenovo’s North America Personal Computing & Devices Group, the Worldwide Data Center Group, and most recently the North America Services Team.  Removing the silos found in large corporations and streamlining the reverse logistics processes continues to be Kirstin’s areas of focus and expertise.  Her knowledge of refurbishment and the secondary market propels her forward in the quest for the perfect balance among the corporate directives of financials, on hand inventory, and disposition management.

John Pinto
Former Vice President, Service & Support Operations
Toshiba
Tom Gratiano
Senior Manager, Manufacturing Operations and Program Management
Bose
Tom has been with Bose for 23 years and has been in roles within Manufacturing Operations, Development Engineering, Program Management. Remanufacturing and Repair.  
Currently, Tom is 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, and leads the manufacturing operations in Framingham Massachusetts.  
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

Darleen Arisco has been with HP for 32 years.  She has held various positions within Procurement, Sales & Marketing, Sales Operations and Supply Chain.  Darleen has over 28 years’ experience in B-Goods re-marketing where she was responsible for strategy and execution of the HP Remarketing program.  In her current role, Darleen is responsible for managing the HP Alternative Recovery Programs. In this role Darleen is responsible for managing alternative routes to market for PC and Print products. 

Kathy Murphy
Director, Special Markets
Vista Outdoor
Marc Patrouch
Director, Asset Protection
Advance Auto Parts
Marco Mai
Director, Reverse Logistics
Vivint Smart Home
Marco Mai is the 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

Ray Doustdar is the CEO & Founder of BUICED (pronounced like “juiced” with a B”), a new and disruptive brand that is helping consumers drink their daily vitamins in liquid form, providing them a 98% absorption level vs. only 10-20% for Pill Form and Gummy Vitamins. The Made USA Healthy Brand just expanded their distribution into Walmart Stores, launching both  Citrus and Fruit Punch Flavor into 3000 stores in April 2018, in addition to being on Amazon.com and selling off their website. 

Doustdar has competed and won several “Shark Tank” type shows, including the Nationally syndicated show “Hatched” on the CW Nationwide, as well as the Verizon sponsored “MVP” show on their Go90 Network, where he pitched NFL Superstars Antonio Brown from the Pittsburg Steelers, Hall of Famers Marshall Faulk and Terrell Owens, and managed to get New England Patriots Superstar Rob Gronkowski dancing after taking a shot of BUICED!

Joe Bobko
Vice President, Transportation
Boxed

Joseph Bobko is the VP of Transportation at Boxed, where he leads the company's inbound and outbound transportation activities, responsible for continuous service improvement and cost reduction.  Joe’s career in Transportation and Logistics began at UPS, where he served in various roles in Operations, Finance and Accounting, and Customer Systems.  Recruited away from UPS, he joined CD&L, a national courier company, where he grew revenues, and drastically reduced operating expenses in the northeastern US.  In 2000, he moved from the carrier’s side of the table to the shipper’s side, and filled key roles with WW Grainger (Northeast Transportation Manager), AmerisourceBergen (Corporate Director of Transportation), and ToysRUs (Director of Ecommerce Transportation).  Joe has a BS in Public Accounting, has two children, and resides in Metuchen, New Jersey.

Joy Hicks
Manager, Secondary Market Programs
The Home Depot
Paul Welch
Manager, Supply Chain Operations and Account Planning
HP
Brian Plott
Director, Recommerce
Best Buy

Brian oversees the Secondary Market Channel Management and Business Development within Best Buy’s Recommerce & Reverse Logistics Supply Chain.  Brian has been with Best Buy for over 10 years, holding various roles within Enterprise Finance before joining the Recommerce space to help Best Buy build an industry leading Trade-in Capability and bring Best Buy into the Retail Brick & Mortar Outlet Store game.  Brian holds a B.S. in Economics from Minnesota St Univ, Mankato and an MBA from the University of St. Thomas.

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.
Andy Suarez
Operations and Sales Associate
Lights.com
Jason Kovacs
Returns & Warranty Manager
RevZilla

Jason Kovacs is the Returns and Warranty Manager for RevZilla, the multi-million dollar eCommerce destination for the motorcycle enthusiast often referred to as the "Zappos of motorcycle gear".  He manages a team across three locations that supports customer return and recovery operations. Jason has worked in the moto-retail industry for over 15 years. Before joining RevZilla, he managed eCommerce sales and supported the used vehicle sales team as the Internet Manager at a multi-line motorcycle dealership.

Thomas Lee
Procurement Manager, Enterprise Procurement - Reverse Logistics
T-Mobile
Jeong Lee
Senior Manager, Reverse Logistics
US Cellular
Jack Laverty
Director, Corporate Engagement
World Vision

Jack’s responsibility at World Vision is the perfect culmination of his work experience – including national logistics in the cellular industry, sales, executive non-profit leadership, performer, entrepreneur, father & husband.  In his role at World Vision, Jack connects with corporations to help them fight poverty through excess inventory, employee engagement and their philanthropy goals.

Julie Bray
Senior Manager RTV & Returns Planning
QVC
Victoria Brown
Research Manager, Global Supply Chain Strategy & Execution
IDC

Victoria Brown is a Research Manager supporting both IDC Retail Insights and IDC Manufacturing Insights. In this role, she spearheads the global supply chain execution research program, covering critical topics such as inventory management, warehouse management, logistics, and omni-channel distributed order orchestration to support IT leaders at top retailers around the globe.  

Victoria serves the Council of Supply Chain Professionals (CSCMP) national board on the Young Professionals Committee, and also serves as a Director at Large for the Boston Chapter of the American Production and Inventory Controls Society (APICS).

Prior to joining IDC in 2015, Victoria served as a supply chain leader for Frito Lay North America where she oversaw daily warehouse operations and network optimization.  Earlier in her career, Victoria spent time in Software Quality in supply chains within Vistaprint, and was responsible for new product roll outs.  She has also worked with Procter & Gamble on some of their Warehouse re-designs, and network inefficiencies.

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.
Nathan Henderson
Chairman & CEO
BILT Inc

Mr. Henderson is the chairman and CEO of BILT Incorporated, a SaaS company he co-founded in 2015.  Under his leadership, BILT has grown from an idea to improve assembly instructions to a consumer experience revolution fundamentally changing the way consumers interact with the brands and products they buy.  BILT’s 3D interactive Intelligent Instructions® connect users to manufacturers and provide a dramatic increase in positive customer sentiment (NPS) while reducing product return rates and customer support costs.  Prior to BILT, he spent 17 years at SAP where he filled various roles to include:  consulting project manager, applications consultant, SRM product manager, global lead for partner programs and senior director for business growth initiatives.  As the senior director for enterprise mobility, he built mobile applications for some of the world’s greatest companies.  He also drove sales and the positioning and packaging of all mobile applications across North America.  Mr. Henderson graduated from Brigham Young University with a BS in manufacturing engineering technology and the Thunderbird School of Global Management with an MBA in international business.


Ahmed Qureshi
President & COO
BILT Inc

Dr. Qureshi is the president & COO of BILT Incorporated. As co-founder, he helped guide BILT’s spin-out from SAP, set up the operational infrastructure and conduct business development.  Prior to BILT, he co-founded the Harbinger Technologies Group, a software and consulting company focused on intelligence and security solutions where he helped develop entity resolution software and lead training events.  Before 9/11, he was VP of global business development at INVESTools, an early internet pioneer, delivering SaaS solutions to financial investors.  Dr. Qureshi has a BA from Brigham Young University, an MBA in international business from the Thunderbird School of Global Management, a PhD from King’s College, University of London and was a Fulbright grantee to the University of Jordan.  During his 25 years of military service, he has supported various contingency operations around the world and has completed the Naval War College command and staff program and the Joint Forces Staff College-Joint Combined Warfighting School.

Brian Daigle
International Trade Analyst
United States International Trade Commission
Dr. Guangzhi Shang
Assistant Professor, Business Analytics
Florida State University – College of Business

Guangzhi Shang received his PhD from University of South Carolina and his undergraduate degree from the Hong Kong Polytechnic University. He also studied at the Seoul National University. He is a native of Ningbo, China. His current research centers around the emerging topic of consumer returns, looking into the returns problem from a variety of angles, such as a retailer's optimal pricing, the forecasting of return quantities, and the measurement of a return policy's value to consumers. Dr. Shang has given research seminars on returns at institutions such as University of Maryland and University of Arkansas. He has published in leading academic journals including Production and Operations Management Journal and Journal of Operations Management. Dr. Shang has strong interests in building ties with the industry and working on practically relevant data-driven research.

Dr. Michael Galbreth
Pilot Chair of Excellence & Department Head, Business Analytics and Statistics
University of Tennessee, Haslam College of Business
Dr. Michael Galbreth is a Professor and the Pilot Corporation Chair of Excellence at the Haslam College of Business, University of Tennessee, where he also serves as the Head of the Department of Business Analytics and Statistics.  He received his Ph.D. in operations management from Vanderbilt University. Prior to returning to academia, he was a manager in the Atlanta office of KPMG Consulting. Dr. Galbreth has taught in undergraduate, MBA, and Ph.D. programs on topics including business analytics, operations management, information systems, and sustainable operations.  Before joining UT, he spent 12 years on the faculty of the University of South Carolina, where he was a seven-time winner of the IMBA outstanding professor award.  Dr. Galbreth 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).

Dr. Galbreth is a Department Editor for Journal of Operations Management, a Senior Editor for Production & Operations Management, and an Associate Editor for Decision Sciences. His research has appeared in Management Science, Marketing Science, MIS Quarterly, Journal of Operations Management, Production & Operations Management, Journal of Management Information Systems, Interfaces, European Journal of Operational Research, Journal of Business Logistics, Decision Sciences, and others.  Dr. Galbreth’s current research activities are focused on retail operations, consumer returns, sustainable operations, and the interface between marketing and operations.  In 2010 he was named a Fulbright Scholar and served as the Fulbright Enders Visiting Research Chair at McGill University in Montreal, Canada.  Dr. Galbreth has consulted with a wide variety of companies, with a focus on building analytical decision models and developing analytics training materials and programs.
Alexandra Amrami
VP, Business Development North America
PCS Wireless

Alexandra joined PCS in 2013. Prior to joining PCS Wireless, Alexandra worked as an architect and earned her Master of Architecture at Parsons the New School. In her role as VP of Business Development, she heads the acquisition of new, pre-owned, reconditioned, and EOL products for the closed market division of PCS Wireless. She is fiercely committed to building long-lasting and proactive business partnerships. Alexandra has been instrumental in constructing PCS’ Retail strategy, which includes e-Commerce initiatives and works directly with its major Carrier, Retail and OEM partners. She continues to look at new opportunities, focusing on up-and-coming technologies like VR, AR, wearables and other connected personal and home devices.

Alexandra is also actively involved in charitable endeavors, focusing on education and the empowerment of young women in tech. In 2017, she worked with CEO Ben Nash to design and implement the Giving Project at PCS Wireless, which was founded to engage and empower individuals through collective giving across the PCS community.

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
Gaurav Saran
Founder and CEO
ReverseLogix
Bob Mullaney
CEO
IT Asset Partners

Bob Mullaney, an industry leader with over 25 years of specialized senior level experience in Supply Chain Management, Reverse Logistics,  Computer Refurbishment / Repair & Mobility is the CEO at IT Asset Partners.  

He has founded companies such as Technology Service Logistics, Inc. (TSLI) & held VP and Senior VP positions with Solectron, Flextronics, Syncreon, Recellular and Synnex. 

He comes to ITAP with a proven track record of leadership, technical knowledge & operations experience & is committed to sharing his expertise in the service and support of our client partners. 


Paul Baum
CEO
PlanITROI
Paul Baum, CEO and Founder of PlanITROI, Inc. is an entrepreneur to the core.  Paul has a 25 year proven track record of creating “sustainable green value” in the Reverse Logistics Industry, specializing in Value Recovery.  Paul has spent his entire professional career perfecting the industry leading asset value recovery model he calls the “Closed Loop Value Recovery System™.”  
Since 2001, PlanITROI has been the recognized leader in the reverse logistics asset value recovery industry by Gartner, Reverse Logistics Association and IAITAM.  PlanITROI helps OEM’s and retailers to uncover and recover the highest possible value from their supply chain by refurbishing and selling directly to the next user through our major retailer partnerships.  
Paul has a BS degree in Business Management from Ithaca College where he was recognized as the “1990 Entrepreneur of the class" & 2010 Graduate of MIT’s Sloan School of Entrepreneurship’s Birthing of Giants Program.
Antonia Kay
Program Director
Consumer Returns Management


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