Karyn Wilder, Sr. Manager, Customer Returns, Cisco

Speaker - Reverse Logistics Association Conference & Expo

Karyn Wilder has 12 years of experience in the areas of customer service, distribution, reverse logistics, and asset recovery.  She began her career at Cisco Systems in Customer Service managing key relationships with some of Ciscos’s largest customers and  driving process improvements for both the customer and Cisco.  Her focus for the last six years has been returns, particularly the implementation of processes to improve customer experience, address root cause and establish operational excellence.  As a senior manager within Cisco’s Customer Operations group, she leads a team managing all processes and customer interactions related to non-service returns worldwide.  Most recently they implemented pro-active Asset Recovery practices and successfully outsourced this high touch approach, resulting in improved recovery and return velocity.