8:00am Continental Breakfast & Registration

9:00am Chairperson’s Opening Remarks No session description available.

9:15am Optimizing Your Repair Solutions Portfolio To Cut Costs and Increase Customer Satisfaction Salvador Romo-Fragoso, Americas Service and Repairs Operations Director Customer Support Organization, Hewlett Packard In this session Salvador shares HP's strategies to increase customer satisfaction by:  Giving the Customer Choices to get back on track Giving the Support Organization and Partners choices to minimize risk Keeping it simple, minimizing cost is not against service Using the customer surveys to fine tune your service offerings Getting back to the basics: Operational efficiency Salvador Romo-Fragoso Americas Service and Repairs Operations Director Customer Support Organization, Hewlett Packard For more than 26 years he as been with Hewlett Packard where he started as engineer doing Process and then Research and Development in the Technology Systems Group business designing heat transfer solutions for memory chips and boards. Throughout his career, Salvador has been assigned to different aspects of company businesses, like Computer Systems, Personal Computers as PC Production Manager, an [read more]

9:55am Finding Value In Returns Ashfaque Chowdhury, CIO, New Breed Logistics No session description available. Ashfaque Chowdhury CIO, New Breed Logistics Dr. Chowdhury provides the vision and drives the development and execution of the solutions that New Breed Logistics provides to its clients. He has over 15 years of experience working with leading companies and government agencies in delivery of creative solutions to complex supply chain requirements. He leads the New Breed Technology Services Group (TSG), a logistics technology development, host [read more]

10:35am Returns Convergence: Strategy Sync between Retail & Manufacturing Chris Griffin, Sr. Manager, Global Retail Returns Entertainment & Devices - AOC Global Services, Microsoft Chris Griffin Sr. Manager, Global Retail Returns Entertainment & Devices - AOC Global Services, Microsoft Chris Griffin is currently Senior Manager, Global Retail Returns at Microsoft Corporation where he is responsible for global retail return strategy/policy, process improvement and execution excellence.Chris previously served as Senior Manager, Repair Services and Reverse Logistics at Sprint Nextel where he was responsible for strategy and operations across the organization, including repair center [read more]

11:15am Improving Packaging For Customer Returns Troy Merrell, Executive Director, SBS Reverse Logistics and Quality, Seagate Technology As enviornmental regulations are becoming more and more stringent, its the role of the responsible corporation to ensure they are following suit with the latest regulations and standards. In this sessions Troy highlights best practices for: Designing for returns while maintaining packaging security Dual function packaging – envelopes to corrugated Tamper proofing without damaging a packages integrity Consumer awareness of packaging requirements Troy Merrell Executive Director, SBS Reverse Logistics and Quality, Seagate Technology Troy Merrell has more than 28 years of experience in the electronics packaging industry and has led two major industry standard changes of PCBA and HDD packaging over this time. He has managed multiple functions in the HDD industry, including product development, quality and reliability, Worldwide packaging teams, and reverse logistics. He has created product handling and integration training stan [read more]

12:05pm Executive Presentation From The CEA No session description available.

12:45pm Lunch No session description available.

1:45pm Changes In The Way We Look At Initial Failure Returns George Ayers, Senior Manager Product Renewals, Panasonic Service and Technology This interactive session is for those who are searching for alternative methods to managing failure returns. In this session George share's his experience with the latest enivornmental issues and the cost to both the dealer and the manufacturer. George Ayers Senior Manager Product Renewals, Panasonic Service and Technology George Ayers has been in the consumer electronics field for over 40 years. He held several different positions while working with the RCA Service Company including Parts Manager and Zone Manager. The product categories under his supervision included Consumer Electronics and Appliances, Hotel/Motel/Hospital/Casino Antenna, Telephone, Satellite, and Closed Circuit Systems layout and installations. H [read more]

2:25pm An Overview of Electronic Product Recovery and Recycling in the United States Timothy McGrady, Environmental Manager, LG Electronics Over the past five years, many U.S. States have passed Electronic Waste (“E-Waste”) laws requiring the collection and recycling of unwanted electronic products. These laws vary widely in scope of covered products, assignment of responsibilities, program requirements and punitive measures. This presentation gives an overview of the current laws and discusses the challenges associated with complying with these laws. Timothy McGrady Environmental Manager, LG Electronics Tim McGrady is the Environmental Manager for LG Electronics North America located in Englewood Cliffs, New Jersey. Mr. McGrady has a Bachelor’s degree in Physics from the State University of New York, but has spent much of his 20 year career as an analytical and product development chemist. He has extensive hands-on experience in the aerospace, military, automotive, consumer products and electroni [read more]

3:05pm Refreshment Break No session description available.

3:15pm Optimizing Resale Value Of Return/Excess Merchandise: The “Last-Last” Retail Mile Frederick Crosby, Director, eBay There is a new wave of change happening in online retail with the advent of new means to move secondary goods on-line. This presentation covers eBay’s view on drivers behind secondary market growth on-line and discuss some of the interesting new trends developing around it including new, hot players plus large, existing sites moving to do more in this space. We will also go over recent changes in eBay, the world’s largest secondary market-market, that bring more retail-like experiences to consumers searching for these goods. In the end, the presentation is meant to demonstrate new ways to get better return rates on refurbished and excess supply inventory. Frederick Crosby Director, eBay Frederick Crosby has had a long tenure at eBay, leading company-wide initiatives in payments, globalizing eBay trade, and now enabling large merchants to move secondary market goods through eBay. As the Director of Business Development at eBay, he has led his team across the country to forage partnerships with retail leaders like Dell, Disney, Golfsmith, Musician’s Friend, Best Buy and many others [read more]

3:55pm Consumer Returns Roundtable Sessions Ilan Lev, Director of Reverse Logistics, SanDisk Corporation Table 1: Reverse Logistics: Optimizing Parts Tracking And Repair Hosted by: Ilan Lev, Director of Reverse Logistics, SanDisk Corporation Ilan Lev Director of Reverse Logistics, SanDisk Corporation Ian Lev has over 10 years of experience in Operations Management dealing with challenging technology projects. Currently Ilan is the Director of SanDisk Global Reverse Logistics department where he revamped the reverse logistics operations for the company. In his most recent position, Ilan has been working intensively with RL providers to streamline and maximize revenue opportunities via refurb pr [read more]

5:20pm Consumer Returns Networking Reception No session description available.

5:50pm Conclusion of Consumer Returns Road Show San Jose No session description available.