Cary Chapman is a customer service professional with forty-one years of service and sales background. With Cary’s years of experience, he was hired by Safeline to stabilize a multi-year turnover issue. In his current role, Cary has been instrumental in completely eliminating service employee turnover while assisting in achieving fifteen percent annual growth over the last three years.

With Aixtron, Inc. as a National Field Service Manager, Cary also performed the role of Country Manager. The mission of the U.S. organization was to support the largest customer in the world and several other high profile LED customers while supporting and interfacing with the parent company in Aachen, Germany. Cary was instrumental in planning and implementing the relocation of the US headquarters from Buffalo Grove, Illinois to San Jose, CA in 2005-2006.

While serving as Director of Customer Support for Steag Electronic Systems, Cary accomplished the turnaround of a failing service group that four years later was awarded the VLSI top ten rating for companies $300 million and smaller. He managed the successful merger of two semiconductor companies’ service organizations into Steag’s. The mergers increased the number of service engineers from thirty-five to ninety. Specializing in building high performance teams as well as long-term customer and employee relationships, he drove a service philosophy of creating a business owner mentality with field service engineers up through all levels of the organization.

Cary has worked with large and small organizations in the high-tech industrial market place. In his role as a Honeywell Branch Manager in Denver, he increased revenues from $3 million to $9 million while drastically reducing the cost ratio. He has led critical projects while working for the Honeywell Industrial Automation and Control Division. Also, as a leader of a regional Business Center Automation team, Cary brought the first open architecture shared database to the division. Cary led the effort to achieve ISO certification within an eighteen-month time frame; this included service, manufacturing, software, and the tech support groups. In his final position with Honeywell as National Manager of Operations Support, he was responsible for a $125 million budget and the support of a field organization numbering approximately nine-hundred fifty employees.

In addition to his numerous service responsibilities, Cary spent time selling; most notably managing the General Motors account for Honeywell where in his role as National Account Manager he sold to executive VPs of Buick, Cadillac, Chevrolet, Oldsmobile and Pontiac. Service contract sales nationally were increased from $4 million to $6 million in an eighteen-month time frame.

Cary, a decorated Vietnam Veteran, is a long-standing past member of the American Management Association, AFSMI and has volunteered time speaking to third year business students at the University of Texas. He also has been certified as an ISO auditor.

When not working, Cary and his wife Cheryl, of forty-one years, enjoy building multi-media slide shows with their nature photography, hiking, golfing and are avid cyclists. Cary and his wife Cheryl are actively involved in their local church leading a marriage enrichment ministry. Cary is also a member of the National Corvette Restorer Society volunteering duties as a Master Judge.

Waste Management is the leading provider of comprehensive waste management and environmental services in North America. A NYSE traded public company (Symbol: WM) with 2011 revenue of greater than $13 Billion, the company serves nearly 20 million municipal, commercial, industrial, and residential customers through a network of 354 collection operations, 341 transfer stations, 277 active landfill disposal sites, 16 waste-to-energy facilities, and 105 recycling plants.

Grace is responsible for leading the overall customer experience including the company’s 25 inbound/outbound call center operations that encompasse retail and commercial customers, customer service, telemarketing and collections. Grace provides the comprehensive and authoritative view of the customer and helps create strategy across the enterprise to maximize customer acquisition, retention, and profitability and is responsible for the implementation of online customer service programs and ecommerce.

Grace comes to Waste Management as senior vice president of Customer Service from Conseco and Banker’s Life Insurance, where she served as senior vice president of Customer Service and Operations. While there, she spearheaded programs that significantly improved overall operations, financial results and customer experience. Before that, Grace operated as senior vice president, national U.S. practice leader, for AON, the largest brokerage firm providing risk management and other insurance services. In a career spanning more than 25 years, Grace has worked for several billion-dollar organizations, including MetLife (2000-2008), Chicago Health System (1996-2000) and Blue Cross Blue Shield (1983-1996).

Thomas Gebhardt is the President of Panasonic Automotive Systems Company of America. In this role he heads the industrial business for Panasonic in America, which includes five operating divisions under the two companies, encompassing a wide breadth of electrical and electronic technologies as well as capital equipment and software for electronics assembly and semiconductor manufacturing. In this capacity Mr. Gebhardt has worked to harness the synergies of both companies to position Panasonic as a true solutions provider to industrial customers.

Mr. Gebhardt’s career with Panasonic has spanned more than 25 years, starting in the technical sales and marketing section of the industrial battery group. In this capacity he was part of a dynamic growth period for Panasonic as the market transitioned into mobility with portable products including cell phones, laptops and power tools. He was promoted to a leadership role within the battery group prior to taking an assignment in the capital equipment sector—eventually serving as President of both companies. Prior to Panasonic, he served in a technical sales role for Duracell Battery and in a similar capacity in electronic component distribution.

Mr. Gebhardt has a Bachelor of Science in Marketing from Northern Illinois University and has done extensive post-graduate work at Northwestern University’s Kellogg School of Management. As an Executive Officer, Mr. Gebhardt serves posts on Panasonic’s Business Operating Committee, Global Advisory Board, and Talent Review Board.

Sudipto has been with Acer India since its inception on August 1999. He is responsible for strategizing, planning and execution of the overall service operation. He has established and developed an extremely strong support infrastructure and thereby making support an important key enabler of Acer India’s business growth.

Sudipto is member of Acer India’s Senior Management Team. Also member of Head of Customer Support Group of Acer Asia Pacific and work stream member in Globalization of Acer Service Partner operation.

Sudipto holds B. Tech Degree in Electronics & Communication Engineering from Birla Institute of Technology, Ranchi, India and MBA in Technology Management from Indian Institute of Technology, New Delhi, India.

Sudipto is recipient of the ‘Best Competitiveness Strategy Award’ instituted by Stan Shih, Founder of Acer Inc., for implementing cost effective service strategies and initiatives and increase customer satisfaction.

Under his leadership Acer India has been awarded Most Customer Responsive Company in IT Hardware Category conferred by Avaya Global in 2008. Ernst & Young co-partnered with Times Group of Media to institute this award.

Successful leader with broad operational experience predominantly in the insurance industry with Farmers Insurance - the 3rd largest insurance company in the US. Assumed significant leadership positions of increasing and diverse responsibilities in Claims, Auditing, Underwriting and Service Operations.

Experience includes responsibility for the underwriting, service and support of California personal lines and Commercial insurance market – largest single state market in company.

Leads and designs major organizational and strategic transformation and process redesign efforts focused on improved customer and employee experience while delivering a better expense model. Led the process, organizational and technical redesign and transition from a regional service organization (11 centers) to a standardized operational model that provides the foundation for enterprise processes for improved quality, customer & employee experience and efficiency. Specialty is on enterprise process design, back office operations, strategic collaboration and people/leadership development.

Bob L. Johnson is chief service officer for Sprint. He is responsible for overseeing all aspects of Customer Management, including Customer Experience, Customer Care and Telesales. He is accountable for the end-to-end customer experience across all key customer touch points, call volume reduction, customer care operations, call center efficiency, and these lines of business within the call center management structure: Consumer, Business Care, Wireline and Account Services. He also leads enterprise-wide churn root cause and credit reduction initiatives.

Before his role as chief service officer, Johnson served as Sprint’s regional sales and distribution president for the Northeast, responsible for the wireline and wireless business. Before that, he was senior vice president-National Consumer Sales and Distribution.

An accomplished executive with 25 years in the telecommunications industry, Johnson joined the company (Nextel) in 1998. He brings with him a strong business background in sales, service, marketing and customer operations. Before joining Nextel, he held a number of executive positions at Bell Atlantic Mobile (Verizon), including executive vice president and chief operating officer for Telezone Corp., a Bell Atlantic joint venture.

He received a bachelor of science degree from the University of Maryland and serves as chairman of the Robert H. Smith School of Business. He is also a board member of both the Northern Virginia Technology Council and the Washington Redskins Leadership Council.

Bob and his wife Lynda have three children, Danny/graduate of Vanderbilt University, Tyler/graduate of UMD and attending UMD Master’s of Education Program, Haley HS senior. The Johnsons reside in Potomac, Maryland.

Brad Kashani joined Juniper Networks in May 2005 as senior vice president of Worldwide Customer Service. With more than 28 years of experience in service, sales and product development, he is currently responsible for Juniper Networks’ worldwide customer service organization including technical support, service delivery and logistics, and contracts. Prior to Juniper Networks, Kashani served as vice president of Sales and Customer Service at Procket Networks. Subsequently, he spent nine years at Cisco Systems where he founded the Advanced Engineering Services organization, served as its vice president of Advanced Engineering Services and later advanced to take the position as vice president of Global Technical Services, where he managed more than 1000 technical professionals and delivered more than $1B of services to customers. Kashani also spent five years at AT&T and five years at Bell Laboratories. Kashani holds a masters degree in Electrical Engineering from the University of Colorado and an MBA from UCLA.

Jamie Morin has served as Wright Express’ Senior Vice President of Client Operations since 2007. Jamie joined Wright Express in December of 1997 and held a variety of management and senior management roles in operations and service prior to her current role. Before that she held various management positions in sales, marketing and service in manufacturing and higher education. Jamie has undergraduate degrees in business and communication and a graduate degree in organizational management. She serves on the boards of the Institute for Civic Leadership and the Maine Center for Creativity.

James Mylett is the Vice President and General Manager for Field and Business Operations for Johnson Controls, a global leader in delivering products, services and solutions that increase energy efficiency and lower operating costs in buildings for more than one million customers. James holds an MBA and has over 30 years of experience in the HVAC service industry. He has led functions and managed businesses across the Americas and is a recognized champion for employee engagement and personal development.

When not working or spending time with his family, James is active in community service, plays competitive soccer, and enjoys time on his Harley Davidson motorcycle.

Stuart Reed is senior vice president and president of Home Services for Sears Holdings Corporation.

Sears Holdings was created in connection with the merger of Kmart Holding Corporation and Sears, Roebuck and Co., which was completed on March 24, 2005. The company generates approximately $50 billion in annual revenues and includes approximately 3,800 full-line and specialty retail stores and related service businesses in the United States and Canada.

In his position, Reed is responsible for Sears Home Services, the nation’s leader in product repair, home delivery and related services. He is accountable for all after-market sales and services, including Product Repair Services, Service Contracts, Parts, Installation Service, Call Center Operations (Customer Care Network), Home Delivery Operations, Sears Home Improvement Services (installed central HVAC systems, windows, exterior siding, kitchen remodeling) and Sears Carpet and Upholstery Care. Home Services also provides national customer relations services for all Sears retail formats. Reed reports to Bruce Johnson, interim president and chief executive officer of Sears Holdings Corporation.

Prior to this role, Mr. Reed was president of Motorola’s Mobile Devices business where he was responsible for delivering best in class mobile experiences for businesses and consumers globally. Prior to joining Motorola in April 2005, he spent more than 20 years at the IBM Corporation where he held executive roles in multiple operational areas. Mr. Reed was a key thought leader and implementer among the team of senior executives who transformed IBM’s supply chain operation.

Mr. Reed holds a Master’s Degree in Management from the Massachusetts Institute of Technology and was appointed a Sloan Fellow. He also holds a Bachelor’s Degree in Materials and Logistics Management from Michigan State University.

Tim is employed by Durst Phototechnik, AG’s North American operation as a senior vice president where he directs all aspects of finance, operations, and the service business unit. Durst Phototechnik, AG is a world leader since 1934 in developing the most innovative system solutions for image reproduction. Along with his current role Tim also leads several global initiatives focusing on new innovation in the application of service delivery and methods towards improved service strategy. In 2005 he helped turn Durst service into a best in class industry leader culminating with Durst winning awards in both 2007 and 2008 for service excellence. In 2007 he launched an award winning global self-service knowledge management system to the Durst customer’s before KM was even popular. Tim continues to seek the best technology from all aspects of service and areas outside of service including consumer electronics, new retail technologies, and emerging platforms.

Prior to Durst Tim was employed in his early professional years in accounting before returning to graduate school where he then joined Ford Motor Company. At Ford Tim was part of the career foundation program that saw him rotate to various positions allowing him to see a complete picture of business operations, financial aspects, and sales.

Tim Saur holds a B.S. in accounting from the State University of New York. In addition he holds a M.B.A., with a concentration in finance, from the University of Notre Dame (magna cum laude) and a Ph.D. in International Business Development from the University of Southern Mississippi. Tim is a certified public accountant (CPA) and a certified management accountant (CMA).

Tim has been a frequent speaker on self-service technology, increasing efficiency and productivity in service, organizational strategy and the utilization of performance metrics. He continues to actively participate anywhere strong intellectual and application-based discussions and research focused on service occur. He retains either full board or advisory board position with the Aberdeen Group, WBR Field service research council, Interlog, Future Focus, and The Service Council.

Bernie Schaeffer is corporate vice president of Post Sales Support for Motorola Mobility. His global organization is responsible for providing both in- and out-of-warranty repair services to both consumers and carriers, provides consumer support services through call center, web access and on-device solutions, is the fulfillment engine for value-added services, manages asset recovery on equipment returns and is the source of information on product field reliability.

Prior to assuming his current position in January 2009, Schaeffer most recently led Motorola’s Global Repair organization in the Integrated Supply Chain and previously led the Global Service organization in Motorola's Mobile Device business, driving both operational and cost efficiencies while significantly improving customer-satisfaction ratings. During his career with Motorola he has held successful roles in major account sales in both the wireless and state & local government businesses. He established the business operations team in Mobile Devices, where he lead the implementation of sales and operations planning (S&OP) and collaborative planning, forecasting and replenishment (CPFR). Schaeffer also has held roles in mergers and acquisitions, information technology, product management, program management, distribution and bid & quote.

  Schaeffer is active in the community, coaching youth sports and serving on high school booster boards. Bernie is a member of the Reverse Logistics Association advisory board. He also has been a Motorola spokesperson for the United Way. Schaeffer holds both bachelors and masters degrees in finance from Marquette University and Loyola University, respectively.

Tom Schlick has an extensive career in the services industry in many leadership roles with companies including General Electric, Emerson Process Management, Datacard Group, and XATA Corporation. He is the former VP of Global Services for ACCO Brands, a multi-billion dollar global market leader in Office products/solutions. Tom has lead large global Service teams of over 600 people and has been instrumental in driving double digit revenue and profit growth particularly in Europe and Asia.

Tom has held several leadership positions in service associations including President of AFSMI, President of the Chicago Chapter, and is currently a Board member for the Society of Service Executives and The Service Council In 2007 he was awarded the prestigious George O. Harmon award for his many contributions to the Services industry. Tom is also a long term mentor with the MENTTIUM group which mentors women professionals in helping them achieve their career goals.

Tom has a BS Degree in Electrical Engineering and an MBA, both from the University of Minnesota. He is also a certified Six Sigma Green Belt.

Greg has spent the majority of his career in the medical device space. Beginning with Philips Medical as an engineer supporting MRI and CT. Later working with Hill-Rom managing a variety of areas including, operations, service, marketing, and running an after market surgical accessory business unit.

More recently he was President of Echo Engineering. There he managed an international business that specialized in the manufacture of plastic and rubber parts. They had a diversified customer base including automotive, outdoor lighting, medical device, and sporting goods. Prior to that he was President of T&G Management where he was responsible to take a regional service and parts company to a national presence in order to execute the sale of the company.

At STERIS he is responsible for the sales, marketing, technical and engineering support, and all field services activities of the service organization. This includes the tech support functions, call center operations, service marketing, after market parts, and remanufacturing. Included in that would be all of the technology support as far as determination of best application of available technologies such as phones, computers, and other mobility devices.

Brad has been focusing on Hi-Technology Support Improvement activities for 15 years and is the VP of Global Support Experience creating delightful answers interactions across the Assisted, Self-Service, Community & Social 911 Support channels for Yahoo’s 600 million+ Audience customers and 75,000+ Advertising customers.

Prior to Yahoo, Brad was the Sr Director/Architect of Online Support for Symantec. He is a former Vice President of Customer Support at VeriSign for their Content, Commerce & Communications groups as well as the Global Vice President Support for Openwave systems. Brad has also held various management and change leadership positions at Oracle Global Support, InQuira , United Space Alliance & Lockheed Martin. Brad is a former Support Services Professional Association (SSPA) Advisory Board Member and a current Board Member of the Consortium for Service Innovation (CSI) where he is a frequent speaker and one of 17 recognized CSI Innovators.

Ivin Smith is Vice President of Customer Service and Worldwide Technical Support Document Messaging Technology for Pitney Bowes.

Ivin Smith joined Pitney Bowes in March 2004. In his present position, Ivin is responsible for an organization comprised of over 900 service professional’s providing operational support, equipment maintenance service and solutions for Production Mail, Production Print and Sortation customers in the U.S. He is also responsible to provide technical & business support as required for Pitney Bowes service organizations worldwide.

Prior to Pitney Bowes, Ivin was employed at Eastman Kodak, Danka Business Systems and Xerox Corporation. He has extensive service background and business experience at all three companies. Smith has been involved in all facets of the service business including engineering, training, manufacturing, project management, strategic planning, and field operations. He has held a number of management and executive positions including District and Regional Manager, Operations Manager, Regional Vice President, and Vice President.

Ivin also had the opportunity to work for NASA for a year on a White House sponsored Executive Exchange program.

Ivin has a Bachelor of Science degree in Electrical Engineering from the Pennsylvania State University. He has also attended Executive management courses at both Columbia University and the University of Michigan Business Schools.

Bio forthcoming

Vicky Stennes is Vice President, Inflight Experience at JetBlue Airways based in New York City. Vicky is responsible for in-flight service throughout the airline’s system, with the primary goal of maintaining the highest level of customer service standards while delivering the JetBlue experience at altitude. An industry veteran with over 35 years of aviation experience, she has a passion for serving crewmembers who serve customers. JetBlue is the proud recipient of the JD Powers and Associate Award for 2005 through 2011 – achieving the highest satisfaction ranking for Inflight Service among all North American carriers.

Jay Topper is responsible for the Customer Success organization within Rosetta Stone, including the support departments, language-learning coaches and the customer success team. Jay joined the company in 2007 as the Chief Information Officer and held that position through the company’s April 2009 IPO.

Prior to joining Rosetta Stone, Jay was Chief Information Officer and senior vice president of India Operations for Seven Worldwide, a global pre-media company. Previously, he was Chief Information Officer of PRG, a world leader in the entertainment technology industry—this following eight years as a commissioned officer in the United States Coast Guard.

Jay holds a Bachelors of Science in mathematics from the U.S. Coast Guard Academy and a Masters in Telecommunications and Information Management from the Polytechnic Institute of NYU.

Larry G. Wash is currently the president of Global Services for the Climate Solutions sector of Ingersoll Rand.

Wash has full responsibility for the management and performance of the services businesses which include service and parts, turnkey and controls contracting, and performance-based and energy services for commercial buildings and transportation.

With executive responsibility for the organization’s strategic direction, operating performance and marketplace differentiation, Wash has led Hussmann, Thermo King and Trane on a journey to drive growth in emerging markets in Latin America, Asia Pacific, Europe, Middle East, India and Africa, as well as mature markets in North America.

Wash has built a sustainable $2B+ global business that operates in 60 countries, through more than 300 parts retail outlets, with 5,000 of the industry’s best associates, and is well positioned for growth in all regions of the world.

Wash has extensive service industry expertise, and was the architect of Trane High Performance Buildings, which link the physical environment of a building to business outcomes including energy and operational savings, employee productivity, and customer satisfaction. Through game-changing offerings, he has engaged employees and evolved the selling culture of Climate Solutions from technical and product-oriented to ROI and solutions-based.

He has also made a favorable contribution to the environment, delivering $500M of energy guarantees through the performance and energy services contracts he oversees.

Wash is a well-respected speaker and author on the subjects of growing a profitable global services business and making the business case for energy and operational efficiencies. He has appeared at prestigious events held by Aberdeen, the Alliance to Save Energy, among others and has been published in numerous industry and business journals.