SPEAKERS

Brian Burbridge brings 25 years of experience in the collision repair industry to his role as Senior Vice President of Strategic Accounts at Caliber. Starting as an owner-operator of multiple automotive businesses, Brian developed a deep understanding of operations and customer service that continues to define his leadership style.

At Caliber, he leads with a focus on strategic growth, client partnership, and operational excellence, ensuring the company consistently exceeds the evolving needs of its national partners. His combination of hands-on industry experience, strategic vision, and proven leadership makes him a key driver of Caliber’s continued success and market leadership.

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.    

Brad Cowan has been with Paul Davis Restoration since 2015 and is the Chief Revenue Officer where he oversees Paul Davis’s Sales and Marketing divisions.  This includes Carrier and Commercial national business partnerships, the national business development teams and the Marketing and Brand teams. He has been in the industry for 34 years, working with Insurance Companies, Property Restoration Partners, Technology Companies, Bodyshop Groups and other organizations in the North American property and auto claims ecosystem. 

Prior to his time at Paul Davis Restoration, Brad spent 24 years at Enterprise Rent-A-Car and was a corporate Vice-President supporting insurance carriers and collision industry partners. Brad is a past board member of F.A.I.R (Federal Association of Insurance Reform) and previously on the executive board of “Parents as Teachers” a national education organization focused on early childhood education.  Brad currently resides in Jacksonville, Florida. 

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

Katie Henry is a Director at Aon with over 20 years of experience spanning the insurance and telecommunications industries. She specializes in enhancing clients’ operational performance and profitability through expertise in operational assessment and optimization, quality assurance management, and claims strategy design.

In her role at Aon, Katie leads client delivery and is dedicated to developing and maintaining long-term client relationships. She proactively identifies new business opportunities and consistently delivers value through consultative meetings, engaging clients to understand their evolving needs and providing tailored solutions that ensure ongoing satisfaction. This approach fosters trust and drives mutual growth.

Additionally, Katie serves as an implementation consultant for claims quality software products—including ClaimsMonitor®, UnderwritingMonitor®, and the Claims Signal Platform—supporting clients as they pursue operational excellence.

Jon Paul Hollabaugh is Director of Claims – Material Damage, On Your Side Auto Repair Network at Nationwide Insurance, with over 25 years of experience leading innovation in claims operations. A champion of digital transformation, Jon Paul has spearheaded initiatives that integrate AI, predictive analytics, and automation to enhance performance, reduce costs, and elevate customer experience. His strategic leadership and deep industry insight make him a trusted voice in the evolving landscape of claims technology.

Kristen Jordan is a Principal of Worldwide Digital Innovation at Amazon Web Services (AWS), where she drives strategic innovation initiatives across the organization. With over 20 years of experience in innovation leadership and consulting, Kristen has established herself as a thought leader in digital transformation and organizational innovation. 

Prior to joining AWS, Kristen spent nearly a decade at Brightidea, where she served as Director of Innovation Professional Services, managing a portfolio of over 200 clients and 50 active engagements and leading strategic initiatives for the Professional Services team. Her expertise spans innovation program development, culture change management, and value creation strategies. 

Kristen's background includes experience in healthcare innovation through her role as Innovation Center Consultant at Humana, where she led disruptive innovation projects in telehealth and wellness solutions. Her career foundation was built in strategic marketing and public affairs at Doe-Anderson and Colangelo Synergy Marketing, where she managed high-profile client relationships and drove brand development initiatives. 

In her current role at AWS, Kristen leverages her extensive experience to guide global digital innovation strategies and help organizations navigate their transformation journeys. Her approach combines data-driven decision making with strategic program development to deliver measurable business value and foster sustainable innovation cultures. 

Andrew Leeds is the Chief Claims Officer at Plymouth Rock Home Assurance.  He joined Plymouth Rock in February of 2021.  Andrew draws most of his experience serving in a variety of roles within Liberty Mutual where he began his insurance career in 2004 in the Corporate Development Program (CDP).  As a Senior Business Consultant he completed rotations in National Market Loss Prevention, Corporate Financial, Group Benefit Sales and Commercial Property Underwriting.  In 2006, he joined the Commercial Property Underwriting team where he worked as both a line underwriter and underwriting manager.  In 2008 Andrew joined the Personal Market Claims operation and led the LEAN implementation for the Homeowners line of coverage.  Since 2008 he has served in a variety of claims leadership positions in both Auto and Property Process Improvement teams.  Andrew’s last role was as AVP and field manager for over 425 property claim adjusters and managers across the United States.

Andrew holds a BA and MBA from Boston College.  Prior to joining Liberty Mutual Andrew was a Captain in the United States Army where he served as an Infantry officer in the 10th Mountain Division at Fort Drum, NY.  Andrew has also earned his CPCU, AIC, Ranger, Air Assault and Airborne designations.  

Mike Macari is Assistant Vice President of North American Sales for Entegral. In this role, he works with companies in the insurance industry and identifies opportunities to develop innovative claims workflow solutions. 

Headquartered in Madison, Wisconsin, Entegral is a wholly owned subsidiary of Enterprise Mobility. Formed from a merger of industry innovators Cyncast Inc. and Performance Gateway, LLC, both acquired by Enterprise Mobility in 2007 and 2014, respectively, Entegral complements the value of Enterprise’s acclaimed Automated Rental Management System (ARMS®) by increasing efficiency throughout the claims process.

Macari began his career with Enterprise Mobility in 2001 in Washington, D.C., where he held several roles in rental operations and new business development before earning a promotion to Replacement Marketing Director. In this role, he helped implement workflow and technology solutions for insurance and automotive partners to address claim management inefficiencies. 

In 2014, Macari moved to the company’s corporate headquarters in St. Louis, where he was promoted to Corporate Manager for Enterprise CarShare. In this role, he helped develop Enterprise’s new expansion into automated rental. Two years later, he joined the National Marketing team as a Strategic Partnership Manager, working with some of Enterprise Mobility’s largest insurance and collision partners. 

Macari was promoted to Director of Business Development for Entegral in 2018 and to his current position in 2025. He holds a bachelor’s degree from James Madison 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. 

Mark Miller is  leads the J.D. Power Global Customer Service Advisory and is responsible for thought leadership, solutions development, strategic alliances and client support. He leads customer service, technical support and sales performance improvement and certification initiatives for the company.

Mark has over 20 years of performance-improvement consulting experience working with small, medium and Fortune 500 clients in more than a dozen industries to improve sales, customer service and technical support operations. Through his work leading the J.D. Power Certified Customer Service Program across channels, Mark has had the opportunity to interact with over 600 high-performing contact centers, which has given him a unique understanding of what customers want and what top performers across industries actually do to deliver an outstanding experience. With this perspective to draw from and with access to the most comprehensive research data around what defines and drives an outstanding customer experience, Mark is one of the foremost authorities on what top performers do to create a differentiated customer experience.

Prior to joining J.D. Power in 2000, Mark served as a strategy and operations consultant to senior-level management, as well as an executive in the sporting goods, computer and networking services, offshore software development and Internet security industries.

Mark has a bachelor’s degree in journalism from The University of Texas at Austin and an MBA in marketing (with honors) from Regis University. He was selected as a member of the Alpha Sigma Nu Honor Society.

Meggan O’Malley is VP of Product Management, leading IAA’s Global Product Management teams. Meggan joined IAA in 2007 as a customer-facing analyst and has grown into a true leader at IAA, taking on various management roles and ownership of the company’s business intelligence tool. Meggan’s analytical perspective and leadership have been influential throughout the development and launch of various products, including IAA 360 View™, IAA Loan Payoff™, and IAA Vehicle Score™. Meggan has a blend of strengths that allow her to shift from analyst to team leader to innovator, resulting in new products and services that enhance IAA’s operations and, ultimately, our entire industry.

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.

Shawn Ricks serves as Vice President of Claims at Shelter Insurance Companies, overseeing all personal and commercial property and casualty claims for Shelter Mutual and Shelter General. With over 38 years in the insurance industry and 36 years at Shelter, Shawn has held various roles including Director of Marketing Operations before returning to Claims leadership in 2018. Shawn holds a B.S. in Organizational Leadership from Colorado State University and multiple professional designations.

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.

David Rymarz is the Senior Vice President Head of IAA Marketplace. The IAA Marketplace consolidates responsibility for managing IAA’s global set of stakeholders, including: Product, Account Management, Marketing, and Buyer Development and Data Analytics. Previously, Mr. Rymarz was the SVP of Performance Delivery & Data Analytics at IAA. Performance Delivery was created to combine IAA’s Account Managers with Data Analytics to continually improve operational performance for our customers.

Prior to joining IAA, Mr. Rymarz was Vice President of Data Insights with KAR Global, and was part of the initial team at DRIVIN as Vice President of Operations Strategy which was acquired by KAR Global. He has had a progressive career in supply chain operations and extensive experience in the auto industry.

Mr. Rymarz holds a Mechanical Engineering undergraduate degree from Purdue University and an MBA from Northwestern University’s Kellogg School of Management with a focus in Analytics, Innovation and Finance.

Mr. Rymarz is based in the United States.

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.

Joshua Solomon is a Strategic Account Director, Insurance Intelligence at J.D. Power. He is responsible for business development and account management for key strategic relationships in P&C Insurance. His responsibilities include identifying customer needs and aligning them with J.D. Power research-based solutions, including training and certification programs to affect performance improvement. Mr. Solomon is also responsible for new business development, retention, renewal, advisory support, and client presentations.

Mr. Solomon joined J.D. Power in 2011 and has held several positions within the Insurance and Automotive divisions at J.D. Power. Past roles include syndicated and proprietary research and study management, as well as client service to several Fortune 500 companies, including OEMs, Agencies, Third Party Websites, and Insurance carriers. He is dedicated to providing clients with actionable insights to enhance the customer experience. Mr. Solomon earned a Bachelor of Science in Marketing from Oakland University.

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.

Michele Wyatt is an insurance executive with over 20 years of experience spanning multiple disciplines and lines of business. She currently serves as Vice President, Head of Claims at Auto Club Enterprises in Costa Mesa, California, where she leads strategic initiatives to elevate claims operations and enhance the member experience.

Prior to her current role, Michele was Vice President of Auto Claims at USAA, overseeing national auto claims operations. She also held executive leadership roles as Chief Operating Officer and Chief Customer Officer at Mutual of Enumclaw, a super-regional mutual insurer in the Pacific Northwest, where she led transformation efforts across Claims, Underwriting, Product, Marketing, and Sales.

Michele spent 13 years at Farmers Insurance in Los Angeles, where she held several leadership positions including Vice President of Auto Claims and Vice President of Claims Process. Her career has been defined by a commitment to innovation, operational excellence, and customer-centric transformation.