At NexGen Agency, our leadership team is the driving force behind our innovation and success. Led by our CEO, alongside our VP and department managers, we are committed to delivering exceptional customer experiences and industry-leading solutions. With expertise across various fields, our leaders empower teams, drive innovation, and ensure our clients thrive in a competitive landscape. Get to know the visionaries behind NexGen Agency.

Founder & CEO

NexGen Agency was founded by customer experience visionary Mike Epstein, a highly successful entrepreneur with deep roots in the BPO industry. Coming from a family of innovators in customer care, Mike has dedicated his career to redefining customer experience and building successful companies and teams.

In the early 1990s, Mike’s family business, Precision Response Corporation (PRC), grew to become one of the nation’s largest integrated customer care providers, serving some of the world’s most recognized brands with a workforce of over 13,000 employees. Following PRC’s highly successful public offering, the company became the industry’s second-largest inbound teleservices firm.

In 2003, Mike reunited with his family at C3/Customer Contact Channels, where he played a pivotal role in the company’s growth and development. Leveraging his passion for delivering exceptional customer experiences, Mike later launched NexGen Agency to address the evolving needs of Gen X, Y, and millennial consumers. NexGen specializes in Social Customer Care, Digital Media, and traditional voice channels, offering a comprehensive approach to customer engagement across all communication platforms.

Mike’s entrepreneurial spirit and vision have driven NexGen Agency’s success as a global leader in customer experience solutions. He is deeply passionate about creating unparalleled customer experiences, fostering innovation, and building a global network of customer experience centers. Through his leadership, Mike continues to push boundaries, inspiring teams and shaping the future of the BPO industry.

Senior Vice President, Global Contact Center Operations

Meet Christina, the dynamic leader who turns the art of managing global contact centers into a science of success. With a proven track record of steering large-scale operations across multiple geographies, Christina is the strategic powerhouse behind the scenes, ensuring that every center under her watch not only aligns with the company’s vision but exceeds it.

Christina thrives in the fast-paced world of operational management, where she spearheads best practices, process improvements, and efficiency initiatives across onshore and offshore teams. Her knack for fostering collaboration has created an environment where high performance isn’t just an expectation—it’s the standard.

When it comes to financial growth, Christina is a force to be reckoned with. She has led initiatives that skyrocketed annual revenue while optimizing operational budgets and maintaining impeccable service quality. Her strategic thinking and results-oriented approach make her a master at turning complex, cross-functional initiatives into smooth-running operations.

A true expert in performance metrics, Christina has developed and implemented KPIs and SLAs that keep the entire operation on track. With a sharp eye for monitoring and analyzing performance data, she ensures that every contact center consistently meets—and often exceeds—business goals and customer satisfaction targets.

But it’s not just about numbers for Christina. She is also a passionate leader who inspires and mentors a diverse, global team. By fostering an inclusive culture, she encourages professional growth and development, building a strong talent pipeline that supports the company’s long-term success.

Innovation is Christina’s middle name. Always on the lookout for ways to enhance operational efficiency and customer experience, she leads change management efforts that bring cutting-edge technologies and processes into the fold, keeping the company at the forefront of the industry.

Whether it’s driving a culture of excellence, inspiring a global team, or leading the charge on financial growth, Christina is the SVP who ensures that the company’s global contact centers are not just running—they’re thriving.

Global Operations Leader

Glad has a B.S. Degree in Business Administration, with multiple BPO Certifications.  He brings over 29 years of rich BPO experience, starting his career back in 1996 as a sales/customer service agent and quickly moving up the ladder making the BPO business his passion.

He joins us from companies like American Express and Convergys Corp, to name a couple, where he managed programs with over 1000 customer service professionals on large-size client accounts.  He has gained vast experience in relationship management, program management & development, as well as financial services.

In his current role at NexGen, focusing on Consumer and B2B Electronic Accounts, Glad brings a fresh perspective on truly providing the white glove service approach our clients expect, by truly understanding their needs on different levels, account customer KPIs as well as budgetary goals, ensuring all brand expectations are exceeded.

On a personal note, Glad was born in Isabela, Puerto Rico, moved in 1993, and has made South Florida his home since, making it a point to visit the island every year.  He’s an active community member and volunteers his spare time as a member of the Board of Directors in his city.  He’s the oldest of five sons, enjoys traveling, but most importantly, cherishes the time spent with his wife of now 10 years and their lovely 5-year-old son.

Implementation Manager

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 23 years he has held several positions within call centers, with a focus on training and development and leadership positions.

Currently in his role as an Operations Manager, he oversees several accounts at NexGen and also assists with all training and quality programs.  His top priority is meeting and exceeding the expectations of all NexGen’s clients and team members. In his spare time, he enjoys the beach, traveling and all things tech!

Senior Office Manager

Corinne joined the NexGen Agency family in 2019, and her journey has been nothing short of exciting. Initially venturing into the call center industry, she quickly embraced the dynamic environment and the opportunities it provided for growth and development. Over the years, Corinne has taken on various roles within the company, each one helping her build a versatile skill set that now supports her in her current role as Senior Office Manager.

In her role, Corinne is deeply committed to overseeing office operations and ensuring everything runs smoothly. A key part of her responsibilities is managing recruitment efforts to attract the best talent for the company. She’s passionate about finding individuals who not only have the necessary skills but also align with the company’s values and culture, helping NexGen Agency continue to thrive and grow.

Outside of work, Corinne is an advocate for healthy living and an active lifestyle. She enjoys working out, spending quality time with loved ones, and exploring new experiences that contribute to her positive outlook on life. This mindset is what drives her both professionally and personally, fueling her dedication to making meaningful contributions at NexGen Agency.

Director of IT Infrastructure and Operations

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 18 years, and never lost his fascination with seeing a complex system come to life.

Human Resources Leader

Paula has over 20 years of experience having served in a variety of increasingly important roles in Human Resources not limited to talent acquisition & engagement, compensation, employee benefit, payroll, succession planning, and training in the private sector, and public sector where her last role was that of a Human Resources Director.

She joined Nexgen in 2018 as the Human Resources Manager, where she hit the ground running as she developed and established the HR department. She currently oversees and leads in all aspects of the Human Resources Department in areas of employee relations, talent management, performance management, employee benefit, policy management, risk management, onboarding, off-boarding, legal compliance, workplace safety, audits, legal compliance trainings and diversity, equity & inclusion.

Paula is a proud alumni and athlete of Mercy University, where she received a B.S. in Psychology/International Business and a Master’s Degree in Human Resources Management. She loves people and finds it rewarding changing lives and making a difference. Her motto is “Hire for attitude, train for skills.”

She is a current member of SHRM and a former member of NAPW. She enjoys family time and her favorite pastime is visiting the sick in the nursing homes while organizing community events such as food and clothes distributions in the community.

Business Intelligence Leader

Rosey holds a Master’s degree in Information Management and a Bachelor’s degree in Computer Science. She built a strong technical and professional foundation at IBM and Dell before transitioning successfully into Business Process Outsourcing as Workforce Management handling technical and insurance accounts. Possessing strong leadership and self-starting capabilities, she excels in operational analysis and data management, utilizing her proficiency in various database formats and computer productivity software. Her expertise extends to developing insightful spreadsheets, fostering robust interdepartmental relationships, and optimizing personnel allocation for efficient resource utilization. She demonstrates a comprehensive understanding of labor union laws, seasonal workforce projections, payroll processes, and data mining. All contributing to effective cost reduction and improved customer experience.

 As a Yellow Belt Six Sigma trained and certified professional, she has proven abilities in project management and dashboard reporting. She is adept at business implementation and process improvement, making her a valuable asset for driving operational efficiency and strategic growth. MS Excel is her most valuable tool, as she uses its power to transform raw data into actionable insights and drive impactful results.

Rosey believes in the power of a unified vision, fostering camaraderie and viewing challenges as strategic pivots towards shared objectives. Outside of work, she enjoys exploring her artistic side and discovering new cultures.

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