The Dunn Group dedicates itself to helping clients improve performance by strengthening the organizational culture, engaging employees, understanding customer preferences and advancing the mission of the firm to drive top and bottom line results.Our mission is to build the capabilities required to realize the organization's strategic intent and the relationships it strives to develop internally and with clients. Our focus is on strategic planning, organizational change and transformation, collaboration, knowledge sharing, capability development and leadership development. We assist teams in navigating rapidly evolving market places and ever-changing customer expectations. Specialties~All Retail Channels (Physical/Ecommerce/Mobile) ~ Technology ~ Leadership Development ~ Board of Directors ~ Change Managemen ~ Process to Profits ~ Start Ups ~ Financial Service ~Customer Trends/BehaviorsThe Dunn Group also supports Clients seeking ~ Speakers ~ Panel Members ~ Board Members. Expertise including but not limited to: Leadership, Personal Responsibility, How to succeed in a Large Corporation or Start up, Being an advocate, Macro/Micro Economic Environment, Understanding your Employee and Customer Behaviors, Personal and Work life Balance.

Upsie is confronting the $40-billion extended warranty industry by challenging marketplace conventions and empowering consumers with information, access and convenience. The industry’s checkered reputation has included high prices (markups as much as 500 percent), a “hard sell” from cashiers & sales personnel, along with murky terms and conditions. Upsie's web and mobile app provide users with dependable, transparent coverage and pricing options that can be easily navigated through our user friendly interface. New warranties can be purchased directly through the web and/or mobile interface, while coverage information and receipts are stored for easier management and tracking on existing warranties.

Built innovative end-to-end plan to lower after-sales cost through analitics, sales strategy, return and exchange policy and strategy, reverse logistics strategy, service model analisis, and leveraging vendor returns agreements. Built overarching philosophy to build customer satisfaction while lowering costs of product returns and warranty fullfillment. Developed strategies to lower open-box margin degradation through sales training and customer service education practices.After-Sales Service Manager: To create, operationalize, or improve manufacturers warranty or extended warranty's service model. I have worked extensively in Return and Exchange analytics, including costs, customer satisfaction, and surveys to determine best options by product categories. I have expertise in developing quality customer experience while creating value and lowering costs for both retailer and/or vendor through-out the product life-cycle. I have developed creative and innovative warranty solutions and models that drive customer satisfaction while capitalizing on opportunities in both Vendor Master Agreements as well as yearly Program Agreements. I have extensive experience and knowledge in all service models including Repair, Return-to-Vendor, Defective Allowance, Deduct from Invoice, Direct-to-Vendor Repair or Exchange, as well as innovative hybrid models. I have built fulfillment models that meet or exceed customer expectations, while driving down costs by leveraging existing contracts, or negotiating new agreements. I have a holistic understanding of the entire end-to-end process from agreements, to service models, warranty fulfillment, RTV, and all reverse logistics. I have the ability and experience of working with all levels of an organization including President and CEO though management. looking for an opportunity to reduce costs for either a retailer, manufacturer, or vendor or any combination.

Service Model Strategy Development, After-Sales Cost Controll, Return & Exchange Analisis and Reduction, Vendor Negotiations. Developed accurate system for meausring R&E, and seperating costs from factory warranty fullfilment. reduced R&E costs in Printers by 80%, Digital Cameras by 50% and Computer Peripherals by 90%.Also built an iPod Service Model that leveraged the vendor returns cap and warranty fulfillment to net a cost-neutral model... unheard of in the industry.