NexGen is the leading VIP customer management provider delivering world-class support to our clients most valuable asset: their customers.

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 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/Customer Contact Channels 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.

Christina Crespo

Senior Vice President

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.

Gladimir Cruz

Operations Manager

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 he 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 Lewis

Human Resources

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.

JC Velez

Training and Quality 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 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 Thomas

IT Manager

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.