SPEAKERS

Karen Chiappinelli, CPCU is a Sr. Assistant Vice President at Amica Mutual Insurance, where she has oversight of Claims Customer Experience and Claims Compliance. Before assuming her current role, Karen held key management positions in Maryland, Washington, and Massachusetts. Additionally, she oversaw Countrywide Property Operations, demonstrating her extensive leadership capabilities and broad operational expertise.  With over 25 years of experience at Amica, she has led initiatives in voice of customer, digital experience, and service design to improve retention, trust, and operational efficiency.    

Stephen Crewdson is a Managing Director in the Global Insurance Intelligence Group at J.D. Power. His area of responsibility includes intelligence around new customer acquisition, sales, and marketing for the property/casualty industry. He has more than ten years of experience at J.D. Power and a total of more than 20 years in marketing research and consulting. Stephen helped to launch many of the syndicated research studies in property/casualty insurance at J.D. Power and has worked with dozens of insurers to use these studies and other business intelligence to improve business results.

Before rejoining J.D. Power in 2022, Stephen worked on the carrier-side as a Group Manager at Auto Club Enterprises with responsibilities across the marketing function. He also spent five years at Gongos, Inc., a customer centricity agency that helps leading brands better deliver to their customers.

Stephen holds a bachelor’s degree in psychology, with a minor in mathematics, from Lake Superior State University and a master’s degree in economics from Walsh College. He also worked towards a PhD in cognitive neuroscience at the University of Notre Dame.

Mark Garrett is a Director for the Insurance Intelligence Practice at J.D. Power. His primary focus is on Auto and Property claims, including the digital experience. He works with many of the top 30 insurance carriers consulting on study findings and advising on opportunities to improve the customer experience.

During his tenure at J.D. Power, Mark has designed and launched several products including the Auto and Property claims studies. He presents at 30+ client meetings annually, regularly speaks at industry conferences and events, and has authored several thought leadership pieces.

Mark joined J.D. Power in 2004 and had previously worked at DTE Energy. He has more than 20 yrs. of market research experience across utility, automotive, mortgage, brokerage, and insurance industries.

Mr. Garrett graduated cum laude with a bachelor’s degree in psychology from Madonna University in Michigan.

Chetan is furthering Agero’s strategic direction within our Insurance and Automotive Roadside, Accident Management, and Repair Advantage lines of business, creating an organizational structure that empowers his team in service to our clients and their customers. Working closely with Agero’s product, marketing, client solutions and operations groups, while leaning heavily on his nearly 30 years of experience transforming product offerings and leading large teams, Chetan focuses his team on driving innovation to develop and deliver exceptional digital roadside assistance and accident support experiences for consumers, identifying opportunities to grow and strengthen policyholder loyalty and engagement.

Formerly with Numerator, CCC Information Services and Accenture

B.S. Biomedical and Electrical Engineering - Duke University

Lance Malcolm serves as U.S. President for Contractor Connection. He is responsible for directing the daily operations of Contractor Connection’s functions and departments, including customer service, contractor management, performance measurement and quality control, as well as focusing on strategic planning and goal setting.

Before coming to Contractor Connection in September 2013 as Vice President – Operations, Malcolm was a claims executive in various roles for more than 24 years. He has an extensive property insurance background with expertise in commercial and personal lines as well as catastrophe.

He previously served as Vice President of Claims Operations at Citizens Property Insurance. Malcolm holds a Bachelor of Business Administration degree in Economics from Valdosta State University.

Eric McCready is a Director of Digital Solutions at J.D. Power. In his role, Eric manages a portfolio of digital research studies across a variety of industries, including automotive, insurance, utility, healthcare, and financial services. He spends much of his time translating study results into actionable insights for clients. 

Scott Quarderer is Managing Director and the Sales Leader for the Insurance Practice at J.D. Power. Mr. Quarderer has been with J.D. Power for 20+ years and supports the Insurance client base of customers in working with syndicated research, proprietary and data and analytics solutions. Scott and his industry team primarily works with the top 20 insurance carriers in the U.S. His team is responsible for the J.D. Power products and services currently used by the Insurance industry.  

Scott also works closely with Insurance companies across this sector to provide research-based solutions to include various performance improvement and solutions programs directed at insurance carrier operations. Mr. Quarderer is also responsible for client services within the Insurance sector at J.D. Power.

Mr. Quarderer joined J.D. Power in 2004. Prior to J.D. Power, Scott was head of multiple insurance underwriting units and marketing efforts at Zurich North America spearheading strategic marketing and market research functions for their Specialty Insurance group. Scott has over 30 years of marketing, sales and consulting experience with several other Fortune 500 companies.  

Mr. Quarderer has an undergraduate degree in Marketing from Michigan State University and a MBA in Finance from Central Michigan University.

As Senior Director of Product Management,Joe Riedesel is responsible for leading the long-term strategy and short-term execution of several key auto physical damage product lines. This includes the company’s flagship Total Loss valuation solution for insurance carriers. Joe also oversees many of Mitchell’s collision repair products, heading the redesign and development of Mitchell Cloud Glass as well as Mitchell RepairCenter. 

Joe graduated from the U.S. Air Force Academy (USAFA) and joined Mitchell in 2013 after completing eight years in Operations and Acquisitions for the USAF and graduating from UCLA’s MBA program.

Ken Rosen is the president & founder of Rosen Consulting Solutions, LLC., an organization that serves the Property & Casualty insurance industry. He is focused on advising senior leaders of companies that support the P&C industry to better serve customers while driving efficiencies and growing revenue. He has over 39 years of business experience. 

Previously, Ken served as former Chief Claims Officer for Allstate and USAA. 

Mr. Rosen supports community and industry initiatives and serves on the following boards: Apple Roof Co. and San Antonio Fire Museum. He previously served on the following boards: American Red Cross, San Antonio Public Library Foundation, Insurance Institute for Business & Home Safety (IBHS) as well as the National Insurance Crime Bureau (NICB). 

Mr. Rosen holds an MBA from Adelphi University, Garden City, N.Y., and a BA in Psychology/Business Management from the University of New York at Stony Brook. In addition, he has completed executive educational programs at the Wharton School, the Darden School of Business (University of Virginia), leadership development programs at the Thayer Leadership Development group, West Point, and the Strategic Leader Program at the U.S. Army War College.

Marcus Skerske is a Senior Account Director in the Insurance Intelligence Group at J.D. Power. He is responsible for business development and account management for key strategic relationships with insurance carriers, suppliers to the industry and brokers. His team is responsible for new business development, retention, renewal, advisory support and client presentations.

Mr. Skerske joined J.D. Power in 2007. Since then, he has been a primary contributor to new product and strategy development within the Insurance Practice. He has also been a thought leader in more effectively leveraging and delivering insights to clients through on-site presentations, consulting, workshops and the development of specific proprietary solutions.In addition, he is a four time J.D. Power’s Presidents Club Champion.

Mr. Skerske earned a bachelor’s degree in business management from Oakland University in Michigan, with a special concentration in marketing.

James Spears is the Head of Automotive and Property for Tractable, which develops artificial intelligence for accident and disaster recovery. Growing exponentially across 14 countries, the solution has processed more that $2B in auto accidents and accelerated recovery for over a million households, equipping 31+ of the top 100 global insurers.

Prior to Tractable, he led the USAA Auto Experience and the USAA Global Auto Physical Damage operations and strategy. Before that, he led the Strategic Initiatives team at Farmers Insurance and served on staff at Nationwide Insurance.

Jimmy currently serves as Chair of the Future Disruptions Committee for the Collision Industry Conference, and Chair of the Artificial Intelligence Committee for CIECA, and served 7 years as an Advisory Board Member for Towing and Storage for the Texas Department of Licensing and Regulation, Member of the Board of Trustees for the Collision Repair Education Foundation, and as a Mentor for the military veterans served by the Disabled American Veterans  Patriot Boot Camp.

Jimmy served 13 years in the US Army- a combat veteran of Desert Shield/Desert Storm. He was the Distinguished Military Graduate of the JFK School of Special Warfare at Fort Bragg, NC, Graduate of the US Armor Officers School at Ft. Knox, KY, and Graduate of the Infantry School, at Ft. Benning, GA.  

James Vecchio is the Head of VIN Products for the Autodata Solutions Division of J.D. Power. Jim is a seasoned entrepreneurial executive who is now focused on fueling data solutions across J.D. Power. Prior to the merge with J.D. Power, Jim was charged with corporate strategy, marketing and business development efforts at EpiAnalytics, Inc., an on-demand software company providing Automotive AI and customer experience analytics.

Jim began his career in the corporate legal department at Ford Motor Company and then moved into private legal practice before serving as general counsel for SITEL Corporation, a NYSE-listed company with over $1 billion in revenues. At SITEL he directed the company’s legal strategy, managed external counsel and led SITEL through its initial public offering (IPO) – the first publicly traded, independent teleservices company. He also managed matters ranging from large outsourcing service contracts with multinational organizations to international joint ventures and acquisitions/dispositions.

Jim received his JD, Cum Laude, from Michigan State University - College of Law, and a bachelor’s degree in business administration from Michigan State University. He is a member of the State Bar of Michigan and the State Bar of Nebraska.