Nick’s career started humbly in 1986 as a call center agent in the very early days of the call center industry. 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 Nick the pain points of outsourcing and vendor selection— which helped Nick reinvent the way his clients find, select and retain the right call center and BPO 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® in 2006, focused on perfecting the art of partnership. Nick’s vision and commitment to the “perfect match” has led to over $1.1 billion in successful outsourcing partnerships created by CustomerServ®.
Nick resides in Houston, TX and is a proud father and husband. His 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 family, 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:
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:
855-946-2728, Ext. 3
Jake is an accomplished professional with nearly 3 decades of call center and business management experience in the broadband industry. Jake is highly regarded as a thought leader in data analytics and effective sales and customer engagement strategies 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. Prior to that Jake proudly served our country in the United States Air Force.
For nearly 2 decades, Jake was on the executive team, and then served as President of a successful call center outsourcing company which was awarded best Telesales Vendor in Quality Control by Comcast 5 consecutive years. During that same period, Jake grew the company’s revenues by 100% resulting in an acquisition in 2011.
Since then, Jake has been consulting in various roles, delivering cloud-based CRM solutions. 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 and a Senior Consultant, bringing his depth of experience and leadership to CustomerServ’s initiatives in the cable and telecommunications sectors. Jake can be reached at:
Michael is a tenured call center operations and outsourcing executive with over 30 years of experience. 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, performance management, process design, WFM, start-ups, turnarounds, vendor selection, management and sourcing.
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. Michael has deep call center experience and numerous success stories both with the buyer-side (client) and seller-side (vendor). Michael is credited with right-sourcing strategies, retooling fledgling operations and creating successful outsourcing partnerships.
Michael resides in Tulsa, OK. Michael is married and is a proud father and grandfather. 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:
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
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:
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: