INSIDE NEXGEN
About NexGen: The People, Presence, and Principles That Set Us Apart
Discover NexGen Agency’s executive leadership, global locations, and edge in global outsourcing solutions. From U.S. HQ to four continents, we deliver trusted international support services and customer-centric excellence.
Our Edge: Innovative Global Outsourcing Solutions
At NexGen Agency, we deliver innovative global outsourcing solutions that enhance efficiency, customer satisfaction, and business growth. Our success starts with our people—passionate experts dedicated to driving exceptional results. With cutting-edge technology, refined processes, and a culture of continuous improvement, we craft tailored strategies that keep businesses ahead.
Operating globally, we bridge cultures and connect brands with customers worldwide, ensuring lasting success and providing crucial international support services.
Innovative Solutions
At NexGen Agency, we deliver innovative business process outsourcing services with a forward-thinking approach, consistently exceeding expectations. As a trusted call center services provider, we specialize in customer care outsourcing services, live chat support services, and customer lifecycle management to drive efficiency, enhance customer satisfaction, and deliver exceptional value.
Our Global Presence: Local Insight, Global Impact
The world is a symphony of cultures, and NexGen Agency is the maestro of global customer care. As a leading BPO service provider, we operate across continents, offering multilingual call center support services, customer care outsourcing services, and social media customer support to connect businesses with customers worldwide. We go beyond cookie-cutter call center outsourcing, crafting innovative global outsourcing solutions that bridge cultures, build lasting relationships, and deliver measurable results. With a passion for excellence and bold innovation, we elevate your brand to rockstar status.
OUR LOCATIONS
NexGen Agency’s presence spans the globe, ensuring we provide regionally attuned customer support with enterprise-grade infrastructure. Each NexGen location is a hub of excellence, ready to deliver culturally fluent and personalized service to your customers, wherever they are.
🇺🇸 United States of America
NexGen Agency isn’t your average customer crew. We’re a customer experience team of customer care rockstars, wielding unparalleled expertise in both care and technical solutions. We operate nationwide, but our focus is laser-sharp: delivering excellence across every touchpoint. Voice, email, chat, and social media—we conquer them all. Our dedicated team is passionate about ensuring your customers receive the five-star treatment they deserve. The result? A skyrocketing brand reputation and customer satisfaction that’ll leave your competitors in the dust.
🇩🇴 Dominican Republic
Our Dominican Republic team rocks customer care with a touch of island flair. We’re not your average call center crew—we’re a team of customer care aficionados, bringing world-class service to your most valuable asset: your customers. Our team is not only bi/trilingual, but they also understand the cultural rhythm. Our solutions are custom-crafted to resonate with your customers, ensuring every voice, email, chat, and social media interaction is a fiesta of exceptional service.
🇵🇭 Philippines
Your business deserves customer care that’s lekker (awesome)! NexGen Agency ditches the one-size-fits-all approach. We bring our customer care and crisis management expertise to your doorstep, offering custom-built solutions that address the unique needs of your region. Innovation is our shtick (specialty)! We empower brands to shine brighter than a Durban beachfront by delivering exceptional service that builds rock-solid customer relationships.
🇿🇦 South Africa
Your business deserves customer care that’s lekker (awesome)! NexGen Agency ditches the one-size-fits-all approach. We bring our customer care and crisis management expertise to your doorstep, offering custom-built solutions that address the unique needs of your region. Innovation is our shtick (specialty)! We empower brands to shine brighter than a Durban beachfront by delivering exceptional service that builds rock-solid customer relationships.
Looking to extend your reach with multilingual support?
OUR LEADERSHIP
Visionaries in Outsourcing, Experts in Human Connection
At NexGen Agency, our leadership in outsourcing is the driving force behind our innovation and success. Led by our NexGen CEO, alongside our VP and department managers, we are committed to delivering exceptional customer experience and industry-leading global outsourcing solutions. With expertise across various fields, our leaders empower teams, drive innovation, and ensure our clients thrive in a competitive landscape. Get to know the visionaries behind NexGen Agency.
Mike Epstein
FOUNDER AND CEO
Mike Epstein is a customer experience pioneer with deep roots in the BPO industry. He launched NexGen Agency to deliver smarter, scalable solutions across digital, voice, and social platforms. With decades of leadership, including at PRC and C3, Mike has built teams of 13,000+ employees and led multimillion-dollar growth strategies. His passion for innovation, technology, and human-first service defines NexGen’s mission today. From startups to global enterprises, Mike helps clients transform customer experience into long-term brand loyalty. He continues to inspire teams worldwide through his commitment to excellence, performance, and people-driven outcomes.
Christina Crespo
EVP, GLOBAL OPERATIONS
Christina Crespo leads NexGen’s global operations with precision, speed, and a people-first mindset. With deep experience in CX, crisis response, and contact center transformation, she’s scaled multilingual teams across three continents. Christina designs and delivers customer service strategies that increase satisfaction, lower costs, and protect brand reputation. Her leadership style blends structure with empathy, ensuring that every client feels supported and every team member is set up for success. Known for her operational clarity and calm under pressure, Christina is committed to delivering performance at scale—without losing the human connection that defines NexGen’s difference.
Gladimir Cruz
GLOBAL OPERATIONS LEADER
Gladimir Cruz brings nearly 30 years of BPO experience to NexGen, with leadership roles at companies like American Express and Convergys. He’s known for managing large-scale client programs with over 1,000 agents and building relationships that drive results. At NexGen, Glad leads consumer and B2B electronics accounts, ensuring high-quality service aligned with each client’s KPIs and goals. He takes pride in delivering white-glove service through deep operational understanding and people-first leadership. Originally from Puerto Rico, Glad now lives in South Florida and volunteers locally. He enjoys traveling and cherishes time with his wife and young son.
JC Velez
IMPLEMENTATION MANAGER
Honored with a Communication Degree from South Texas College, JC began his journey in the call center industry at just 17 years old. With over 23 years of experience, he has held multiple leadership roles focused on training, development, and operational excellence. At NexGen, JC oversees several accounts and leads all training and quality programs. His commitment to service and performance makes him a cornerstone of successful client outcomes. JC is passionate about helping people grow professionally and ensuring exceptional customer experiences. Outside of work, he enjoys the beach, travel, and anything tech-related.
Corinne Ladenhauf
SENIOR OFFICE MANAGER
Corinne Ladenhauf joined NexGen in 2019 and quickly became a trusted team leader. As Senior Office Manager, she oversees daily operations and recruitment—ensuring smooth processes and a strong company culture. Corinne has grown within the company through roles that sharpened her administrative, people, and problem-solving skills. Her passion lies in connecting great talent with the right opportunities and supporting teams with integrity and care. Known for her upbeat energy and reliability, Corinne helps maintain the heartbeat of NexGen’s internal operations. Outside of work, she’s a fitness enthusiast who values wellness, family, and personal growth.
Jean Thomas
DIRECTOR OF IT INFRASTRUCTURE AND OPERATIONS
Jean Thomas leads NexGen’s IT infrastructure and tech operations with over 18 years of hands-on experience. Passionate about technology since childhood, he brings a love of systems, logic, and real-world problem solving to everything he builds. Jean ensures all internal platforms and support tools run smoothly and securely, with minimal downtime and maximum reliability. Whether designing new workflows or troubleshooting backend issues, he takes pride in making complex systems simple for the people who use them. Jean’s leadership ensures NexGen stays agile, connected, and prepared for the ever-changing demands of modern business operations.
Paula Lewis
HUMAN RESOURCES LEADER
Paula Lewis has more than 20 years of HR leadership experience across public and private sectors. Since joining NexGen in 2018, she has built the HR department from the ground up—leading recruitment, compliance, performance, and people operations. Paula is known for her passion for talent development, organizational culture, and driving results through people. Her motto, “Hire for attitude, train for skills,” defines her approach to building resilient, high-impact teams. She holds a Master’s in HR Management and a B.S. in Psychology/International Business. Outside of work, Paula is deeply involved in community outreach and volunteer initiatives.
Rosey Perez
BUSINESS INTELLIGENCE LEADER
Rosey Perez transforms data into strategic direction at NexGen. With a Master’s in Information Management and a background at IBM and Dell, she brings expert-level skills in analytics, forecasting, and workforce planning. Rosey designs dashboards, improves reporting workflows, and translates performance metrics into growth strategies. As a Six Sigma Yellow Belt, she is committed to process improvement, operational excellence, and driving measurable ROI. Rosey’s collaborative spirit and attention to detail support every department across the organization. Outside of work, she’s an artist at heart, passionate about learning, creativity, and building culture through insight and innovation.
WHY NEXGEN AGENCY
Our Leadership: Experience that Builds Trust
What sets NexGen Agency apart isn’t just where we operate—but how we lead. Our difference lies in the blend of executive insight, global fluency, and a relentless focus on customer loyalty. From strategic oversight to daily execution, we deliver excellence that scales.
✓ Proven customer support leadership across high-demand industries
✓ Tech-enabled CX intelligence that drives both efficiency and empathy
✓ Global-local adaptability, ensuring cultural fluency in every interaction
✓ A unified customer experience team, aligned with your long-term brand goals
Outsourced Contact Center Solutions for Growing Brands
Discover how NexGen’s scalable, multilingual support can elevate your customer experience. Fill out the form to connect with our team and schedule your complimentary consultation.