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Management Team

Our Warranty Service and Product Specialists

Our Team includes Product Service Veterans with 65+ Years of In-Field Experience in the Manufacturing, Insurance, Warranty, Field Service, and Technology Verticals.

CHRIS SMITH

CEO

With 32 years in the consumer electronics and technology industry, Chris is a seasoned contract, service and CX veteran with experience honed at Samsung, AIG, ServicePower, GE and Montgomery Ward.

Chris serves as a board member of Encompass Supply Chain Solutions and was awarded by NESDA as Person of the Year 2019, National Friend of Service in 2017, the Richard Mildenberger Outstanding National Officer in 2017, the National Electronics Servicing Dealers Association, the NESDA Person of the Year 2015 and the General Electric President’s Award for Service in 1999. He is also a certified 6 Sigma Green Belt.

ROBERT CHRISTIAN

President

President and Founder of OnPoint Warranty, Rob is a licensed Chartered Property Casualty Underwriter, working in the warranty industry since 1994.

Rob began his career in warranty with GE Appliances, and later held positions at Sears, was a Founding Member and VP, Operations of Service Net Solutions (now AIG Warranty), and Harbor Freight Tools. He wasinstrumental in the creation of Encompass Supply Chain Solutions. 

Rob held an advisory board position with the Global Warranty and Service Contract Administration and was a founding member of the Wireless Repair Council, now CTIA. 

 

JENNIFFER BREITENSTEIN

Chief Marketing and Operations Officer

Jenniffer, a 25-year veteran marketing, operations and CX executive, has demonstrated success in driving growth and execution for global service industry companies like ServicePower, GE, Service Net and Accent Marketing.

Jenniffer is a certified 6 Sigma Green Belt, GE MDC graduate, former board member of the GE Louisville Area Education Advisory Committee and Elfun Chapter, co- chair of the GE Women’s Network Community Service Committee and was named one of the 30 Most Inspiring Women In Business in November 2017 by Insight Success Magazine.  She was named a 2019 Powerful Woman in CT by Dealerscope and was a 2019 Stevie Award Woman in Business Bronze winner.

Michael Baumer

Chief Technology Officer

Mike, a 30+ year service industry veteran, with extensive experience with manufacturers, third party administrators and service technology providers, is focused on building the technology platform on which OnPoint will connect brands to consumer through great, omni-channel service experiences.

Prior to OnPoint, Mike held positions at GE Appliances, NEW, now Asurion, and at ServicePower.

Mike also was instrumental in developing the first, SaaS based third party contractor dispatch and warranty management software on the market, for which he holds the original patent.

 

Kellie Harrison

Vice President, Client Services

Kellie is a senior entrepreneurial executive with over 25+ years of experience in strategic business development, account management, and team development. as VP of Client Services at Stone Clinical Labs and Gulfstream Diagnostics, she optimized operational efficiencies, increased productivity, and exceeded target sales goals.  At OnPoint, Kellie combines lead-by-example management with intuitive sales strategies to maximize operational efforts, with an eye always on CX, while driving the business towards profitability, and value to clients.  Kellie is a certified MT ASCP and a 6 Sigma white belt, with a MA from Webster University.

She was also named a Top Woman in Business by Tops Magazine, 2019.

 

Kevin Melody

Director, Call Center Operations

Kevin Melody is OnPoint's call center operations manager.
 
Kevin is focused on maintaining a multifaceted team that is capable of providing top tier service throughout all of the various programs that OnPoint supports. Kevin is passionate about engaging his team members to enable them to perform at the highest level.
 
With extensive, global teaching and coaching experience, Kevin is tasked with expanding our call center operations worldwide.  Through the creation of professional training and development curriculum, and immersion of each OnPoint ‘Customer Avenger’ into our customer-first culture, Kevin’s leadership will drive a level of customer excellence unmatched in our industry. Kevin also has an MBA from Bellarmine University.

Adam Smith

Director, Business Development

Adam Smith has joined OnPoint Warranty as a Director, Business Development, assisting clients with warranty and service contract program development, sales training and execution. 

Most recently a Senior Area Sales Manager with GE Appliances, Adam has hands-on retail experience.  Adam works with our retail dealers across the US to implement and expand service contract programs which drive brand loyalty and repeat sales, increasing revenue in an industry with single digit product margin.

Adam has an MBA from Bellarmine University

Joe Lucido

Vice President, Service Operations

Joe is a service leader with 35+ years of experience in recruiting and managing both employed and 3rd party service networks, with an eye towards driving revenue and better customer service experiences.

Previously with Diversified, Joe led its field teams, managing recruiting, onboarding and credentialing of its technical workforce. He directed training and management of the team’s performance to meet key performance indicators, while driving revenue for the company. He also led the help desk and triage functions, as well as managed service contract fulfillment and client support.

Before that, Joe served as the Director of Consumer Service/General Manager at a national field service company, Norman’s Electronics. There he delivered repair services for global appliance, electronics, and computer brands, including Sony, Philips, Samsung, Toshiba, GE, LG and Sharp, IBM, Dell, HP, and Apple, with an employed and 3rd party workforce.

Joe understands how to drive field networks to deliver great customer service experiences, which is core to OnPoint’s service delivery strategy. Joe joined OnPoint to take the helm of our service network, which he is managing along with his team of recruiters, dispatch managers and claims adjusters, to exceed industry metrics and customer expectations.

Mike Starmer

Vice President, Business Development

Michael Starmer is a 30-year veteran of the appliance industry, experienced in driving the highest levels of revenue at the point of sale and after, for manufacturers and their retail partners.

Previously with GE Appliances, Mike was instrumental in building its Field and National Account Sales function. At GE, Mike was National Sales Manager for GE Appliance Parts, where he drove strategy and incremental, year over year sales. He was an integral member of the product management team, where he was a critical component in the company’s go to market strategy for new refrigeration configurations. He was a marketing and merchandising leader and managed national accounts such Sears, Best Buy, Walmart, Costco, Sams, JC Penny, and Amazon.com. He is a co-patent holder of Ecommerce technology that he helped to develop and deploy while at GE Appliances.

In his last role at GE, he led First Build. First Build is a cutting-edge co-creation community that enables inventors to bring new products to market through social engagement and crowdsourcing. Mike led the small appliances startup at First Build, where he successfully drove the commercialization of the Opal Nugget Ice Maker, which has since been rolled into the GE Appliances small appliance business.

Mike is also a 6 Sigma certified Black Belt, so adds an additional layer of program excellence to OnPoint’s existing 6 Sigma certified talent.

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