Nick Jiwa

Current

Managing Director at CustomerServ, LTD

Past

SVP Business Development at Influent
Vice President Sales at Edward Blank Associates (Aegis Communications)
Director of Sales at Gannett - USA Today

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

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Education

City University of New York-Baruch College

Recommended

48 people have recommended Nick

Connections

500+ connections

Industry

Outsourcing/Offshoring

Websites

My Company

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 2007 — Present (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 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 (Aegis Communications)

(Public Company; 1001-5000 employees; Telecommunications 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. 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.