Expert Team Members
NexGen Agency is the brainchild of customer experience expert Mike Epstein. Mr. Epstein comes from a family of entrepreneurs within the BPO industry. In the early 90’s, his family’s business Precision Response Corporation became one of the nation’s largest integrated customer care solutions providers serving some of the most recognized corporations in the world with over 13,000 employees. PRC was recognized four consecutive years as one of INC Magazines top 500 successful private entities. After a highly successful public offering, PRC became the industries’ second largest in-bound teleservices firm. In 2003, Mr. Epstein teamed back up with his family at C3/CustomerContactChannels and assisted with the development of the company. Mr. Epstein then launched NexGen Agency to fill a niche in the industry which caters to both Gen X, Y and millennials through all channels of communication including Social Customer Care, Digital Media and traditional voice channels.
Famous for saying “go team go”: Christina received her B.S. in Accounting from Bloomfield College. She carries over 20 years of experience building and managing client relationships, multi-site contact centers, and operations. She is a hands-on leader who focuses on quality over quantity. She prides herself on delivering consistent gains in customer satisfaction and retention through expertise in work process design, measurement, analysis and improvement. Christina offers several years of experience building elite contact center solutions for clients across all industries both onshore and offshore. Her favorite pastime is spending time with her family.
Juliana received her B.A. in Psychology from DePaul University and her M.B.A, with a Marketing specialization, from Iowa State University. Juliana has been working for over 10 years in the Public Relations/Marketing world. She began her career specializing in Public Relations and Marketing for political clients ranging from Congressmen to Senators to Gubernatorial candidates. Additionally, she served as a frequent commentator on Fox News, CNN, and CNBC. In her role as Director of Marketing at NexGen, Juliana oversees all client outsourced marketing/social media management programs along with NexGen’s own marketing. In her free time, she enjoys volunteering with the Junior League of Boca Raton.
Gladimir has a B.S. in Business Administration from Nova Southeastern University. He brings over 20 years of rich customer service and call center experience, he started his career back in 1996 as a sales/customer service agent and quickly moved up the ladder making the call center business his passion. He joins us from Convergys Corp, Alorica, American Express, and Arise where managed over 1000 customer service professionals on large size client accounts and gained vast experiences on relationship management, financial services. In his current role at NexGen, Gladimir brings a fresh perspective on truly providing the white glove service our clients expect. On a personal note, Glad was born in Puerto Rico, moved to Florida in back in 1993. He’s the oldest of five boys, enjoys watching boxing, a proud father, and loves salsa dancing with his wife Nathalia.
Paula is a proud alumni and athlete of Mercy College, where she received a B.S. in Psychology/International Business and a Master’s Degree in Human Resources. She started her career as an Academic Advisor while pursuing her Master’s Degree and working as a Domestic Violence Counselor. She fell in love with HR while in her undergrad year and was encouraged by her Professor to pursue it as a career. She loves people and finds it rewarding changing lives and making a difference. Her motto is “Hire for attitude, train for skills.” Paula comes to us with over 20 years of management experience and over 17 years of Human Resources experience. She has worked in Government, School Districts as Payroll Lead, Human Services with her last position as that of the Director of Human Resources. She oversees all aspects of Human Resources in her current role as HR Manager at NexGen not limited to recruiting, employee relations, employee onboarding and engagement as well as compliance trainings. She is a former member of SHRM and NAPW. She enjoys family time, visiting the nursing homes, is a certified Nursing Home Investigator and enjoys doing community outreach through her religious organization.
Honored with a Communication Degree from South Texas College, JC began working in the call center business when he was just 17 years old. For over 15 years he has held several positions within call centers, with a focus on training and development. Currently in his role as Training and Quality Manager he oversees all accounts at NexGen and ensures that all training and quality programs are meeting and exceeding the expectations of all NexGen’s clients. In his spare time, he enjoys all things tech and building his smart home from the ground up!
Jean has been passionate about discovering how things work for as long as he can remember. He also takes pride in providing solutions to people’s problems. Those interests, coupled with a love of puzzles and repairing broken items, led him to the field of Information Technology at an early age. He has been working in IT for over 12 years, and never lost his fascination with seeing a complex system come to life.
Roxy received her B.S in Computer Science from Systems Plus College Foundation in the Philippines. She is currently the Philippines Support OPS Team Supervisor overseeing and managing the Philippine Team which includes NexGen’s Reporting Analysts, Quality Analysts, and Real Time Analysts. Roxy is also responsible for Client Level Reports, Management Reports, Process Improvements, and Process Documentation. In her spare time she loves spending time with her dogs and volunteering with different NGO’s teaching Excel and various other computer programs.
Kara is an alumnus of Webber International University, where she received her B.S. in Integrated Marketing Communications. She began her career working within the customer service industry. At NexGen, Kara is responsible for planning, implementing and monitoring our clients’ Social Media strategies in order to increase brand awareness, enhance customer care, improve marketing efforts, and increase sales. She also serves our Lead Graphic Designer, as she develops concepts, graphics, and layouts for our in-house marketing materials. Kara enjoys researching and learning all the latest tools, technologies, and trends surrounding digital marketing. As a retired collegiate athlete, Kara loves playing co-ed slow-pitch softball after work with friends.