Lee Gibson

Talking with your peers about how to confront shared business challenges is the most valuable part of this event. Consumer Returns 2014 has set aside seven hours across three days so OEMs, retailers and solutions providers can discuss current issues of importance. This is your opportunity to discuss ways to improve out-of-box experience, post-sales support and methods for maximizing recovery rate.

Roundtable Discussions:

1. Being Green Throughout A Product's Lifecycle: The Cradle To Grave Approach To Sustainability - Facilitated by Layth Hussain, Director, Operations, Americas, Belkin
2. Tracking Serial Returners: Retailer experiences & The Growing Consumer Backlash - Facilitated by Sue Martin, Vice President, Customer Service, Newegg Inc. and Kunal Thakkar, Senior Vice President, North American Operations, Newegg Inc.
3. How Do We Change Consumer Behavior Around Returns? - Facilitated by Frank Martino, Director, Service Division, Samsung Electronics Canada
4. Online Consumer Education - Facilitated by Rubina Farooq, Director, Customer Operations, LG Electronics
5. Leveraging Remote Access And Support Technologies As A Returns Avoidance Strategy - Facilitated by Lee Gibson, Director, Reverse Logistics, Huawei Device USA
6. Creating Organizational Structures That Enable Quality Follow Through: Applying A Fix To One Product And Making It Applicable To Multiple Product Lines - Facilitated by Ed Rayeski, Director, Handset & Device Support, ZTE USA, Inc.
7. Confronting Warranty/Service Fraud - Facilitated by Rachel North, Director, Post Sales, Toshiba America Electronic Components
8. Applying The Net Promoter Operating Model To Your Business: Building Loyalty To Your Brand - Facilitated by Tony Sciarrotta, Former Director of Asset Recovery, Philips Consumer Lifestyle
9. Customer Experience Management: Building A Strategy That Encompasses All Touch Points From Call Centers To Social CRM Channels - Facilitated by Tony Popson, Director, Customer Care and Quality, Nokia

Talking with your peers about how to confront shared business challenges is the most valuable part of this event. Consumer Returns 2014 has set aside seven hours across three days so OEMs, retailers and solutions providers can discuss current issues of importance. This is your opportunity to discuss ways to improve out-of-box experience, post-sales support and methods for maximizing recovery rate.

1. How Do You Determine Appropriate Pricing For The Secondary Market? - Facilitated by Combiz Shams, Senior Warehouse Manager, Refurbishment, Belkin & Layth Hussain, Director, Operations, Americas, Belkin
2. Tackling The Dearth Of Information Systems For Reverse Logistics - Facilitated by Ric Spicer, Manager, Operations-E-Commerce, Reverse Logistics, Sears Holding Corporation
3. Establishing Full Cost Visibility Around The Reverse Supply Chain - Facilitated by Timothy Quinn, Manager of Logistics, Budget and Analysis, BJ's Wholesale Club
4. Wireless Returns: Addressing Third Party Software Conflicts - Facilitated by Lee Gibson, Director, Reverse Logistics, Huawei Device USA
5. More SKUs, More Problems? - Facilitated by Michael Ketzenberg, Associate Professor of Information and Operations Management, Mays Business School, Texas A&M University
6. Returns Issues Around White Goods - Facilitated by Michael Fahey, Vice President, Operations, Haier America
7. Returns Issues Around Small Appliances - Facilitated by Kathy Murphy, Senior Sales Operations Manager, Jarden Consumer Solutions
8. The Value Of A Global Remarketing Process: Aligning Your Organization - Facilitiated by Robert Pignataro, Executive Vice President, Sales, FreeFlow
9. Online Consumer Education - Facilitated by Rubina Farooq, Director, Customer Operations, LG Electronics

Lee Gibson, Director, Reverse Logistics, Huawei Device USA
Michael Deaton, Director, Americas Repair Operations, Microsoft
Roy Garcia, Associate Director, Reverse Logistics, Verizon Wireless
Jack DeButts, Director, Returns Management, Spinnaker
Laurent Kitzinger, Business Development Manager, SoftThinks USA

Many OEMs overinvest in restoring their product to “like new”/A-grade. If a $500 laptop is returned to you, you shouldn’t spend hundreds repairing it but some OEMs struggle to identify what they’re spending and what their maximum threshold should be given the value of the
product. Just because you know how to make something beautiful again doesn’t mean that it makes economic sense to do so. In fact, in many cases it makes sense to sell ‘B’ or ‘C’ grade goods because there’s still a market for that product and a company can get better financial performance around it. Manufacturers need to place their product in the best condition/channel/market to yield maximum recovery.