Nick Jiwa

Current

Managing Director at CustomerServ, LTD

Past

SVP Business Development at Influent
Vice President Sales at Edward Blank Associates, Inc.
Director of Sales at Gannett - USA Today

Vice President Sales at TeleSystems Marketing
Operations Manager at Edward Blank Associates, Inc.

see less...

2 more...

Education

City University of New York-Baruch College

Recommended

37 people have recommended Nick

Connections

500+ connections

Industry

Outsourcing/Offshoring

Websites

My Company

Nick Jiwa’s Summary

For over 20 years, I have focused on call center outsourcing, customer care, direct marketing and business development. From the inception of the call center outsourcing industry, I developed a grassroots understanding of customer relationship management and the critical role of the contact center in the customer lifecycle. Prior to establishing CustomerServ, I held senior positions for call center BPO firms where I was responsible for developing and implementing outsourcing strategies, generating hundreds of millions in revenue. My mandate is to remain ahead of the curve on outsourcing trends and emerging first-to-market opportunities in an industry that’s rapidly growing and globalizing.

The call center BPO industry is vast with many outsourcing options both domestic and global. At CustomerServ, we provide real-world insight and guidance on choosing the right vendor in the best geographic destinations. We work with to mid to large sized corporations to several of the Fortune 100 in North America and the EMEA region and our call center delivery partners span 5 continents. While corporations look to improve customer satisfaction and retention yet remain cost competitive, we play a vital role in helping to select the right contact center outsourcing partners. These partners serve as an extension of your brand and market presence; therefore, all the elements of a successful client-vendor partnership must be present and sustainable. We specialize in domestic, near-shore and off-shore contact center services that provide an excellent customer experience, in unsaturated labor markets.

Nick Jiwa’s Specialties:

Customer care, help desk, tech support, teleservices, collections, reservations, third party verification, bilingual, non-profit, e-commerce, chat, Email, sales support, insurance and more. New markets, vendors and innovations are constant. We have a real-world approach to outsourcing challenges and we look forward to helping you deliver a world class customer experience by selecting the right outsourcing partners and destinations!

Nick Jiwa’s Experience

Managing Director

CustomerServ, LTD

(Outsourcing/Offshoring industry)

June 2007 — Present (1 year 4 months)

We provide companies in North America and the EMEA region with a gateway to improving the customer experience by selecting the right domestic and international call center outsourcing partners. We provide an extensive knowledge base in domestic and emerging near-shore / offshore outsourcing destinations. Our core competencies include customer care, help desk, tech support, teleservices, collections, reservations, third party verification, bilingual services, fund raising, telephone account management, email, chat and more. We’re engaged in outsourcing projects in over 12 countries, across 5 continents. We can help you navigate the vast and complex outsourcing landscape to find stand-out contact center partners to represent your brand in a world class manner.
SVP Business Development

Influent

(Privately Held; 501-1000 employees; Consumer Services industry)

May 1998 — April 2001 (3 years)

Influent is a leading provider of global contact center services with sites in three continents. Responsible for new client development, growth and expansion. Accomplished nearly $80 million in revenues over a 3 year span with 30% growth year over year. Diversified client base in many industry verticals.
Vice President Sales

Edward Blank Associates, Inc.

(Public Company; 1001-5000 employees; Outsourcing/Offshoring industry)

June 1992 — April 1998 (5 years 11 months)

Edward Blank Associates (EBA) established in 1968 was one of the pioneers of the call center outsourcing industry. Nick's tenure at EBA spanned 11 years including positions in operations, account management, training and eventually sales and marketing where he spent 6 years developing new clients. Nick's annual revenue stream exceeded $60 million and he is considered one of EBA's all time top producers. At EBA Nick acquired grass roots knowledge of call center operations, service delivery and client development by working alongside a team of veterans and call center experts.
Director of Sales

Gannett - USA Today

(Public Company; 10,001 or more employees; GCI; Consumer Services industry)

January 1992 — February 1993 (1 year 2 months)

Responsible for new business development in Gannett's outsourced call center operations. Performed Account Management services for all clients, reported to CEO of Gannett Teleservices. Consistently met and exceeded sales revenue growth and client development. Coordinating all program launches and campaign development in conjunction with call center operations in multiple locations.
Vice President Sales

TeleSystems Marketing

(Privately Held; 201-500 employees; Consumer Services industry)

January 1990 — January 1992 (2 years 1 month)

Company is a leading purveyor of teleservices in the non-profit industry. Responsible for diversifying from non-profit into other industries including financial services, membership services, publishing, continuities and telecommunications/cable. Responsible for developing $5 million in new business outside of non-profit industry. Responsible for re-engineering technological platform and call center operations.
Operations Manager

Edward Blank Associates, Inc.

(Privately Held; 1001-5000 employees; Consumer Services industry)

June 1986 — November 1989 (3 years 6 months)

Various operations positions including TSR, Supervisor, Quality Assurance, call center operations and training.

Nick Jiwa’s Education

City University of New York-Baruch College

BBA, Marketing Management, 1986 — 1990

Activities and Societies:

Team leader and counselor for SEEK (Search for Education, Elevation and Knowledge) program.

Additional Information

Nick Jiwa’s Websites:

My Company

Nick Jiwa’s Interests:

Volunteer at the University of Texas MD Anderson Cancer Hospital, Volunteer at Texas Children's Hospital in Houston. Enjoy traveling, soccer, baseball, art history, collecting vintage and antique memorabilia, public speaking, writing, physical fitness and humanitarian work.

Nick Jiwa’s Groups:

Incoming Call Management Institute (ICMI), International Customer Service Association (ICSA), American Teleservices Association (ATA), Hispanic Marketing and Communications Association (HMCA), International Association of Outsourcing Professionals (IAOP), Cable and Telecommunications Marketing Association (CTAM), National Association for Multi Ethnicity in Communications, Society for Consumer Affairs Professionals (SOCAP), National Outsourcing Association, European Outsourcing Association, Call Center Networking Group.