Call Center Outsourcing Experts - Meet the Team | CustomerServ
Nick Jiwa
Founder & President

Nick founded CustomerServ® in 2006 for a singular reason – his talent at connecting people and creating wins. Nick’s career started humbly in 1986 as a call center agent in the very early days of outsourcing. What started as a “job” ignited his true passion for people and led to a ground-breaking business model and life-long career.

Three decades of executive industry leadership taught him the pain points in outsourcing, which helped Nick reinvent the way his clients select the very best contact center partners. Nick was a customer experience fanatic – long before CX was in anyone’s vocabulary. He took that love for CX excellence and launched CustomerServ®, focused on perfecting the art of partnership. Nick’s indefatigable commitment and vision, have helped his clients outsource thousands of agents worldwide and to date, over $1.1 billion in partnership investment has been created by CustomerServ® relationships.

Nick’s first language was Swahili, he’s a WWII buff, vintage collector, soccer fanatic, 80s music nut and he’s never had trouble with his TPS reports. He fields his passion for life into his community and advocacy work. Nick stays engaged on the board of a non-profit, as a child-advocate and volunteer. The City University of New York (CUNY) is proud to call Nick a graduate with a Bachelor’s in Business Administration and a minor in Art History. Nick can be reached at:

Nick Jiwa
281-456-3649
nick@customerserv.com
facebook      socialtwittervideo

Soraia Hussain
Director of Operations and Finance

Joining CustomerServ® in 2007, Soraia is “nearly” a founder. She is an accomplished world citizen which fits perfectly in the customer contact industry. A polyglot, she humbly admits to being fluent in several languages, and has been an entrepreneur since her youth. Prior to joining CustomerServ® Soraia helped to “invent” a successful coffee company and she reinvigorated a business intelligence company among other ventures.

Soraia leads the Operations and Finance practice at CustomerServ® and does so with precision and grace under pressure as part of a growing business. Her experience as an accomplished business manager and financial analysis executive have prepared her well to be the guru of everything “financial” at CustomerServ®. Under her watchful eyes, CustomerServ®’s clients, suppliers, partners and associates have the confidence of an experienced auditor on their side and often rely on her vigilance to support their internal teams.

A graduate of George Mason University, Soraia holds a Bachelor of Science degree in Finance which she earned in 1997. She was born in Afghanistan but makes her home with her little family in sunny Houston, TX these days. She will assure you that she has many interests but most of all loves being a mom right alongside a leader in a thriving business. Soraia can be reached at:

Soraia Hussain
855-946-2728, Ext. 3
soraia@customerserv.com
facebook-logo socialtwitter-logo-silhouettevideo

 

_

Jake Scully
Senior Consultant

Jake is an accomplished professional with nearly 30 years of call center and business management experience in the broadband industry. Jake is highly regarded as a thought leader in data analytics and effective customer engagement strategies resulting in positive ROI and CX (Customer Experience) for cable and telecommunications companies.

Jake began his broadband career in 1986 with Continental Cablevision in Jacksonville, FL, where he rose through the ranks to senior management leading a 24/7 care, telesales and collections operation. Prior to that Jake proudly served our country in the United States Air Force.

For nearly 2 decades, Jake was on the executive team, then served as President of Evergreen Sales & Marketing- a pioneer in providing outsourced call center services for cable and telecommunications companies. Under Jake’s leadership Evergreen was known as the “gold standard” in call center sales, service and back office outsourcing for MSO- Multiple System Operators. Between 2006-2011, Evergreen was awarded best Telesales Vendor in Quality Control by Comcast in five of six years. During that same period, Jake grew Evergreen’s revenue by 100% and guided the company through its eventual acquisition in 2011.

Jake is currently consulting and delivering cloud-based CRM solutions within many verticals including Health Care, Non-Profit, and Telecommunications. Previously, Jake consulted with a Broadband Indirect Retailer (online retail) to consolidate and optimize call center operations across three continents — reducing cost of goods by 30% while improving quality metrics for clients like Comcast, Time Warner, Charter, Dish, and AT&T.

Jake has been a member of CTAM and PACE (formerly ATA) where he sat on the Self-Regulatory Board. Jake studied at the University of North Florida and he owns a successful brick and mortar bicycle retail business. Jake is an avid cyclist, competitive runner and sometimes musician. For all of his accomplishments, Jake credits his wonderful family. He has been married to Kelly for 28 years and together they have 2 children and a beautiful granddaughter, of whom they are both very proud.

Jake is serving on CustomerServ’s advisory board, bringing his depth of experience and leadership to CustomerServ’s initiatives in the cable and telecommunications sectors. Jake can be reached at:

Jake Scully
(386) 503-9096
jake@customerserv.com
jpaulscully@gmail.com
facebook      socialtwittervideo


Rick Johnson
Senior Consultant

Rick has over 25 years of experience in outsourced contact center services in various leadership roles both as a client and service provider. Rick’s knowledge base encompasses global operations, client services and client development for on-shore and global contact center BPO services. Having worked as a “buyer” and “provider” of contact center services, Rick brings a very deep understanding of what makes outsourcing relationships successful.

In Rick’s most recent roles, he served as a change agent and innovator in his positions as VP of Business Development, Global Head of Operations and VP of Client Services for a leading contact center BPO organization with a global footprint. He led the organizational efforts for operational delivery, strategic enhancement and expansion of client relationships that realized over 200% revenue growth over a 3 year period.

Rick began his career in contact center outsourcing as a frontline customer support agent. Having started as an agent, Rick understands the importance of the “people first” culture that is required for excellent customer experience in contact centers. He also understands the importance of career path having climbed the ladder himself. Rick has always maintained that frontline agents are the most important asset in any call center— and he speaks from experience having started as one.

Rick and his family live in the Dallas, Texas area where they have 3 children; ages 17, 14 and 9 which keep them very busy.  When time permits outside of the kids’ active calendar, he does his best to sustain a level of fitness with diverse activities.  He is an avid sports fan with heightened interest following Ohio State and Dallas Cowboys football.  Rick holds a BBA from the University of Texas of Arlington.

Rick Johnson
Senior Consultant
(817) 875-7192
rick@customerserv.com
rickjtx88@gmail.com
facebook      socialtwittervideo


Board of Advisors
David Scott Anderson
Senior Consultant, LATAM Region

David Anderson is a leader in the contact center industry for more than 2 decades, with a unique perspective on the LATAM (Latin American) region. David’s passion for call centers started in 1990 for Packard Bell Electronics where he quickly rose up the ranks and ultimately created elite technical teams within the company. David later opened the first near shore center in Latin America in 1995 for Acer America.

With David’s talents in high demand he relocated to Silicon Valley in 2011 where he helped spearhead several start-ups then ultimately founded Utopia Group—a premier LATAM region call center consulting enterprise. He has spent the last 15 years building the call center industry throughout the emerging LATAM sector and he is highly regarded as an operations and business management expert in contact centers, BPOs and captive operations, or as his peers like to refer to him “one of the founding fathers of LATAM call centers”.

David loves traveling, music, his beloved Seattle Seahawks and USC Trojan Football. He’s a Motivational Speaker, Corporate Training Expert and ambassador for goodwill and socioeconomic opportunities for the underprivileged. David is a graduate of the University of Southern California, with Bachelor’s degrees in Political Science and International Relations. Costa Rica is home for David, where he resides with his family. In addition to his work at Utopia Group, David is a Senior Consultant for CustomerServ, focusing on the LATAM region in support of CustomerServ’s global outsourcing engagements. David can be reached at:

David Scott Anderson
506-7105-0924
david@customerserv.com
facebook      socialtwittervideo

 
_

Amas Tenumah
Senior Advisor

Amas is a highly sought after thought leader in the customer experience field. He is the author of The Curated Experience, and is a keynote speaker at many industry events. Amas has helped organizations use customer experience as a competitive advantage for over a decade. He has consulted or led customer experience teams from Brands like Jetta, WeGolook, Coca-Cola, Staples, Annenberg Foundation DirecTV and Cox Communications.

Recently Amas served as Vice President Operations for The Wonderful Corporation leading the customer experience strategy and operations for Wonderful brands like Teleflora & Fiji Water. Prior to that he serviced as head of sales and service center operations for Coca-Cola where his teams won Call Center of the Year. Amas is a technologist at heart, holding a Bachelor’s in Computer Engineering from the University of Oklahoma. Amas is a proud dad, an avid Yankee fan, and a competitive soccer player whenever he is home in Oklahoma City. Amas can be reached at:

Amas Tenumah
405-928-8185
amas@customerserv.com
amas@bettercxperience.com
facebook      socialtwittervideo


Michael Replogle
Senior Consultant

Michael is a senior call center executive with over 30 years of experience in outsourced and in-sourced call center operations. Michael is responsible for successful call center operations, re-engineering and cost-containment for companies such as JP Morgan Chase, USAA, Regus, Direct Energy and 1800Flowers.com. Michael is uniquely talented in identifying strategic growth opportunities, motivating staff, negotiating partnerships and executing corporate-based initiatives that lead to shareholder value. Michael’s expertise includes executive management, WFM, start-ups, turnaround existing operations, vendor management and sourcing.

As a consultant and executive, Michael is responsible for supporting start-up sites all the way to rescuing a 2,000 seat operation for a major financial institution that was on the brink of disaster. Over the past 3 years alone, Michael has served as a consultant to multiple clients including a major healthcare organization that required a complete overhaul of contact center operations and outsourcing channel. Michael brings deep experience as well in consulting for BPO companies where he has been bought in to retool fledgling operations and “save” client relationships.

Michael resides in Tulsa, OK. Michael is married and is a proud father and grand-farther. He enjoys spending time with his family and loves the outdoors. Michael played collegiate soccer and enjoys anything to do with exercise, hunting, horses and martial arts. He has served on multiple non-profit boards and has been actively involved with volunteering for the past 25 years as a supporter of initiatives helping at risk youth. Michael can be reached at:

Michael Replogle
(417) 848-1730
michael@customerserv.com
facebook      socialtwittervideo


Bob Davis
Senior Advisor

Bob Davis is a customer contact center expert and the President of Robert C. Davis and Associates (www.robertcdavis.net), a premier consulting firm founded in 1977. Based in metro Atlanta, he has worked extensively for nearly 40 years on sales, retention and customer service engagements in contact centers across a wide array of industries.

Bob is an expert in dramatically improving the performance of sales, retention and customer service teams in outsourced and captive on-shore, near-shore and off-shore call centers. Throughout Bob’s tenure in contact center consulting, he is regarded as an authority on turning cost centers into profit centers. Bob’s clients will attest to the bottom line impact that his organization has had on sales and service performance.

The following companies have enjoyed a dramatic uptick in contact center performance thanks to Bob and Robert C Davis & Associates – ADT, AOL, The Atlanta Journal-Constitution, AT&T, DirecTV, CenturyLink, Comcast, Cox Communications, The Dallas Morning News, Houston Chronicle, Landmark Communications, The Miami Herald, Morgan Stanley, Pittsburgh Post-Gazette, Police and Fire Federal Credit Union, Princess Cruises/Holland America, SafeWay Driving Centers, San Francisco Chronicle, Vistaprint and The Washington Post.

In 2014 he authored the book The Quality Conversation, based on RCDA’s exclusive approach and methodology by the same name for driving stellar sales, retention and customer service performance in contact centers. You can find that book on Amazon. Bob and his company have consistently helped clients add millions of dollars to their bottom lines and provided exponential, sustainable returns on investment.

Bob enjoys skiing, boating, golf, tennis and is a graduate of Bates College with a BS degree in psychology. One of Bob’s favorite quotes is from Emerson: “What I need is someone who will make me do what I can.” He prides himself on being that someone for others in every interaction. Bob can be reached at:

Bob Davis
678-548-1775
bob@robertcdavis.net
bdavis@customerserv.com
facebook      socialtwittervideo


Our Videos

  • Meet our teams: the experts in customer connection!
  • Meet Nick Jiwa of CustomerServ®.