Jan 2016 to date
FocalPoint Business Coaching – working with business owners and executive teams to drive revenue and Team performance. www.michaelbaileycoach.com
Aug 2016 to Dec 2016
LG Canada, – LG Canada, developed LG’s first in-house extended warranty offering. Developed terms and conditions, pricing and Call center sales training. Took LG management through goal setting and strategic planning to launch and manage the program and their partners.
Mar 2016 to May 2016
Whirlpool Canada. – developed Service Technician Service Contract Training program, developed Training PPT and sales materials, performed train-the-trainer and initial Service Training seminars.
May 2015 to date
Sub Zero Group. – developed and launched a new in-house extended warranty program for all Sub Zero and Wolf
Dealers in North America. Negotiated the insurance, terms and conditions, training and software systems and lead Team training and train-the-trainer exercises.
Oct 2014 to June 2015
Whirlpool Corp. – Services performed an IT review of required data flows for new Service Contract Administrator and Direct Marketing partners. Focus was to ensure Whirlpool obtained and leveraged all data available during the sales, claims administration and marketing efforts to maximize profitability and quality of data.
Aug 1997 to date
Superior Warranty Consulting Services – independent consulting and contract services to retailers and manufacturers in various industries including Consumer Electronics, Major Appliances, HVAC, Hot Tub, Automotive, Sporting Goods and Commercial Products. Specializing in product/service development and implementation with a focus on sales, channel development, bringing new products and programs to market, sales training systems, negotiation assistance with insurance carriers, third party administrators service providers and warranty software solutions.
Contracts under Superior Warranty include:
June 2013 to date
Retained as Extended Service Contract SME to manage RFP process for Whirlpool/Maytag’s North American program. Responsibilities include drafting RFP, supplier selection, review, captive versus fully insured models, contracts, terms and conditions, direct marketing, systems and implementation.
Nov 2012 – May 2013
Business Development for Canadian market. Developed programs and relationships with numerous mobile carriers, retailers and distributors to expand AIG Warranty’s business in Canada. Assisted with Canadian models, compliance, terms and conditions, pricing and strategy
Jul 2011 – Oct 2012
American Home Shield
Developed and launched a national Extended Service program for new Heating and Air Conditioning installations through AHS’ existing contractor network and OEMs.
May 2012 – Jun 2012
Cardif Insurance Italy
Developed and facilitated a 4-day overview of Automotive Extended Warranty for Cardif executive team in Italy. Detailed how to develop a program, back office systems and requirements sales processes – to OEM and dealerships, training and claims processes
Apr 2012 – Jul 2012
Wheeler, Trigg, O’Donnell LLP
Acted as the extended warranty subject matter expert to provide defence support material to help a Major Appliance OEM successfully avoid a class action law suit.
Dec 2010 – Mar 2012
4CS – Partner
Warranty Service and Solutions – Canadian territory and Key Account business development for 4CS warranty software solutions. Signed Mabe, the Brick, Beachcomber and 3 TPAs
Oct 2009 – Dec 2010
Audio Video Unlimited
VP Extended Service Program Redesigned existing CE ESP program terms and conditions, features, pricing and sales training. Developed Major Appliance ESP program and implemented nation-wide in 102 store chain of CE and Major Appliance franchises. Recruited and signed 12 franchise locations.
Aug 2008 – Oct 2009
Comerco Services Inc. VP Business Development Developed new sales training materials, consumer offers, expansion of distribution channels and leading expansion into US market – extended warranty, fabric and leather protection systems. Simultaneously responsible for dealer acquisition, sales training and support of Home Depot in Western Canada, Cantrex Buying Group and other key retailers.
Feb 2008 – Dec 2008
LGE Canada Managed their ServiceBench implementation
July 2003 – Feb 2008
ServiceBench – Canadian Distributor & Director Extended Warranty Solution Canadian clients signed include: Sears Canada, Whirlpool, Frigidaire, LG Canada, CFM, Electrolux and Beachcomber Hot Tubs. Nov 2006 I became the Director of the EW Solution, leading the development and sales. Signed Goodman/Amana Corporation, Whirlpool Mexico, Icon Fitness, Global Warranty and The Phoenix Service Group.
Sep 2005 – Oct 2006
Pacific Spas Inc.
VP of Sales Responsible for sales in North America and Europe for Canadian hot tub manufacturer. During this part- time position I developed the sales and marketing program, managed a sales staff of 6, lead dealer acquisition and sales training programs while working dealer events across Canada and Europe. Sales Sales increased over 25% in a shrinking market, profitability per unit significantly increased for both dealers and Pacific.
Nov 2002 – Apr 2004
Resumed responsibility for the chain’s warranty program, hired and trained a dedicated replacement, worked on retainer for the last year of the contract.
Nov 2001 – Oct 2002
President responsible for Canadian start-up of RepairMaster for Warrantech. Key responsibilities included developing ‘NEWCO’ business plan and budgets while working to establish market criterion and action plan. Warrantech was unable to arrange insurance coverage for Canada. The balance of the year was spent running sales for US Consumer Products Division and making major program adjustments to the largest Canadian client – CompuSmart.
May 2000 – Oct 2001
Ass’t Vice-President Warranty – responsible for the development of warranty products in Europe, South America and Canada. Prepared sales plans, budgets and selection criterion for third party administrators in each country of operation. Duties included performing due diligence on programs acquired through acquisition and Call Centres. As ACE was new to these markets, regional analysis and innovative product development was a key focus.
Oct 1997 – May 2000
Analysed and refined warranty program, administration, sales and claims processes of existing third-party administered program. Successfully negotiated program re-insurance, improved value proposition and ran sales training, claims support across 25 store chain. At the completion of my project, a&b’s Extended Warranty program had become the leading contributor to corporate bottom-line.
Nov 1998 – May 2000
Beachcomber Hot Tubs
Contracted to review and replace third party warranty provider, while doubling franchise numbers and profit in Central Canadian and US Mid-west territories.
Nov 1988 – July 1997
Dominion Warranty Inc.
National Sales Manager
Responsible for a staff of four Regional Managers and 14 sales reps covering Canada and the United States. Responsible for developing and implementing programs Consumer Electronics, Appliances, Furniture, HVAC, Home Warranty and Telemarketing. During my tenure as National Sales Manager, corporate sales in my divisions tripled.Key accomplishments: Grew Dominion to become the largest TPA in Canada, including: Cantrex Buying Group, Frigidaire Canada, OEM and Retail programs HVAC included: Developing 5-Year Programs for: Consumers Gas, BC Gas, ICP and Fireplace Manufacturers including: Hunter, Valor, Vermont Castings and Napoleon. Utility Programs Division – signed Detroit Edison, Illinois Power, Colorado Power and Atlantic EnergyAug 1991 – Feb 1993
Ontario Sales Manager
Down-sized office staff and re-built territory, managed all key national accounts.Nov 1988 – July 1991
Western Canadian Rep
My territory was Vancouver Island to Thunder Bay Ontario. My key areas of responsibility included establishing a dealer base through independent and key regional retailers and manufacturers while establishing a servicer network.
Jan 1987 – Oct 1988
Business Manager – was trained as a F & I Manager for Don Docksteader Volvo selling finance, extended warranty and automotive protection plans etc.
Warranty Chain Management Conference, San Diego – speaker and track chair for 2 presentations.
Presenter – Utilizing Technology to Enhance Extended Service Contract Sales. Track Chair – Data Utilization for Warranty Improvements
Warranty Chain Management Conference, Orlando – speaker and track chair for 3 presentations – Extended Service Contract Sales Training; Bricks & Mortar vs. Online ESC Sales and panel member of Chartis International Warranty panel.
Warranty Innovations Conference, Chicago – Presenter – How to Design and Extended Service Contract Program
Warranty Chain Management Conference, San Diego – Presenter – Should you Outsource or Develop and In-house Extended Service Solution
Richmond Senior Lacrosse – Fund Raising Director, Team Manager
Pacific Coast Amateur Hockey Assoc, – PCAHA League & Team Manager
Lillooet Lake Estates – Past President, Member at Large
References upon request