Mike Epstein

Founder & CEO

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 for four consecutive years as one of INC Magazines top 500 successful private entities.

After a highly successful public offering, PRC became the industry’s second-largest inbound teleservices firm. In 2003, Mr. Epstein teamed back up with his family at C3/Customer Contact Channels and assisted with the development of the company. Mr. Epstein then launched NexGen Agency to fill a niche in the industry that caters to both Gen X, Y, and millennials through all channels of communication including Social Customer Care, Digital Media, and traditional voice channels.

Christina Crespo

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.

Gladimir Cruz

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.

JC Velez

Global Operations & Training Leader

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!

Corinne Ladenhauf

Marketing Communications Leader

Corinne joined NexGen Agency family in 2019, her journey has been nothing short of exciting. While this marks her first venture into the call center industry, she has quickly embraced the dynamic environment and the opportunities for continuous learning and growth. NexGen Agency’s diverse landscape has allowed Corinne to take on various roles, honing a versatile skillset that now serves her well in her current role as Marketing Communications Manager.

In this role, she is passionate about ensuring that NexGen’s marketing messages align seamlessly with the company’s overall goals. Her focus lies in developing and implementing strategic initiatives that effectively communicate the value proposition of NexGen’s products and services, ultimately attracting and retaining a loyal customer base.

Beyond the workday, Corinne is a firm believer in healthy living and maintaining an active lifestyle.  She finds joy in working out, spending quality time with loved ones, and exploring all that life has to offer. This positive outlook fuels her passion for both professional and personal endeavors.

Jean Thomas

Information Technology Leader

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.

Paula Lewis

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.

Rosey Perez

Business Intelligence Leader

Rosey just like her name is a fiercely blooming flower in the world of Information Technology. She took up a Bachelor of Commerce major in Computer Science at Centro Escolar University and finished her Master in Information Management at Asia Pacific College both in the Philippines. Her professional expedition commenced several years ago with notable stints at IBM Philippines and Dell International Philippines, where she excelled in the realm of Information Technology (IT).

Subsequently, she transitioned into Business Processing/Outsourcing roles, contributing her skills and expertise at Alorica, Cognizant Technology Solutions, and currently at NexGen Agency. As a Workforce Management, Rosey brings a wealth of knowledge encompassing forecasting, implementation, process improvement, and business analysis. Her proficiency extends to being a Yellow Belt Six Sigma-trained and certified professional, underscoring her commitment to quality and continuous improvement in the workplace. A strong believer in the power of positive thinking she actively fosters a sense of camaraderie, asserting that in her perspective: “Failure doesn’t exist. It’s only a change of direction if you have one common goal.”

Rosey enjoys a good Netflix binge but can also be found on the road exploring, traveling, and visiting art galleries and museums. She also loves to draw and enjoy the world of crystals.