Nick Jiwa

Outsourcing Executive

Houston, Texas Area

Current
  • Managing Director at CustomerServ, LTD
Past
  • Vice President Sales at TeleSystems Marketing
  • Operations Manager at Edward Blank Associates, Inc.
Education
  • City University of New York-Baruch College
Connections
500+ connections
Industry
Outsourcing/Offshoring
Websites

Nick Jiwa’s Summary

For over 2 decades, I’ve focused on the outsourcing industry—call center services and business process. From the inception of outsourcing, 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 that generated hundreds of millions in revenue and bottom line cost savings for my clients. My mandate is to remain ahead of the curve on outsourcing trends and continuously provide cogent recommendations on the best outsourcing solutions and channels in an industry that’s rapidly changing, globalizing and diversifying.

The call center industry is vast with many outsourcing options. Geo-political issues, voice quality, agent accents, cultural affinity, learning curves, travel time, safety, expertise, scalability, technology, customer perceptions, pricing—so many variables determine vendor selection. There are geographies and vendors that you may or may not have considered yet. We have an expansive knowledge base of vendors from Iowa to South Africa, throughout Eastern Europe, Asia, Central and South America, Caribbean, North Africa, Vietnam and many more destinations. We’ve done the due diligence and developed a core group of contact center and BPO delivery partners across 5 continents. We provide unbiased, transparent and real-world assessments of vendors best suited for your needs. We’ve recommended outsourcing vendors and country destinations to many of the Fortune 500 and continue to blaze trails in emerging offshore markets. These partners serve as an extension of your brand and market presence; therefore, all the elements of a successful client-outsourcing partnership must be present and sustainable.

Nick Jiwa’s Specialties:

Customer care, help desk, tech support, SMB Account Management, teleservices, collections, reservations, third party verification, multi-lingual and multi-cultural services, e-commerce, chat, Email, sales support, back office, database management. Domestic and Global. Emerging outsourcing destinations. Traditional outsourcing destinations. RFPs, domestic redeployment, multi vendor solutions, multi site solutions.


Nick Jiwa’s Experience

  • Managing Director

    CustomerServ, LTD

    (Outsourcing/Offshoring industry)

    June 2007Present (2 years 2 months)

    At CustomerServ, we can assist you in navigating the vast and complex outsourcing landscape to find stand-out contact center partners to represent your brand in a world class manner. We provide outsourcing decision makers with a gateway to improving the customer experience by selecting outsource partners in unsaturated labor markets with a unique and distinct value proposition. Companies that will meet and exceed both quantitative and qualitative goals and objectives. We provide an extensive knowledge base with an unbiased, ongoing forensic/due diligence process on outsourced vendors both in-country and international.

  • SVP Business Development

    Influent

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

    May 1998April 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 (Aegis Communications)

    (Public Company; 1001-5000 employees; Telecommunications industry)

    June 1992April 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 1992February 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 1990January 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 1986November 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 , 19861990

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

Additional Information

Nick Jiwa’s Websites:

Nick Jiwa’s Interests:

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

Nick Jiwa’s Groups:

International Customer Management Institute (ICMI), International Customer Service Association (ICSA), National Outsourcing Association (NOA), 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 (NAIMIC), Society for Consumer Affairs Professionals (SOCAP), European Outsourcing Association, Call Center Networking Group.

  •    InHouston
  •    Link2Europe
  •    Contact Center Executive Forum
  •    Credit Cards and Consumer Banking Professionals
  •    Contact Center Group
  •    CRM Experts
  •    Romania everywhere
  •    Offshoring & Outsourcing Forum
  •    ICMI Membership Community
  •    ICMI's QueueTips Community
  •    Outsourcing to Latin America
  •    Contact Center Professional
  •    Shared Services and Outsourcing Network (SSON)
  •    Call Center Pros
  •    Call Center Employment Networking Group
  •    BPO Executives
  •    Contact Centre Executives
  •    Customer Care Network
  •    North American Call Center Professionals
  •    UK Business and Professional Network
  •    SMB Professionals Group
  •    Outsourcing Romania
  •    International Card & Payment Professionals
  •    Outsourcing & Offshoring
  •    Contact Center Managers Association
  •    The BPO and Offshoring Best Practices Forum
  •    SOCAP International
  •    GLOBAL SOURCING & OUTSOURCING EXCHANGE
  •    Contact Center Performance Forum
  •    Contact & Call Centers
  •    CCNG - Contact Center Network Group
  •    Strategic Sourcing & Procurement
  •    International Customer Service Association
  •    THE EUROPEAN OUTSOURCING EXCHANGE
  •    IAOP's Official Want to become a Certified Outsourcing Professional
  •    South Africa Outsourcing & Offshoring
  •    Outsourcing in the Central and Eastern Europe
  •    First Contact Resolution
  •    Callcentre Search
  •    The International Institute for Outsource Management
  •    Best Practices in Call Centers Worldwide
  •    Ideas, Hints and Tips from Call Centre Helper
  •    Who's Who of UK Call Centres
  •    Texas Call & Contact Center Group
  •    UK Call Centres - Outsourcing Strategy
  •    Customer Care in Mobile
  •    Emerging Outsource Destinations
  •    Nearshore Solution
  •    UK Call Centres – Best Business Practice

Nick Jiwa’s Honors:

Graduated Cume Laude.


Nick Jiwa’s Contact Settings

Interested In:

  • consulting offers
  • new ventures
  • expertise requests
  • business deals
  • reference requests
  • getting back in touch

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