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| Leadership Team |
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Nick Jiwa
Managing Partner |
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Nick Jiwa, in his two decade career in the Call Center Outsourcing Industry, has earned a reputation of excellence and innovation. Many of Nick’s clients and partners discovered new outsourcing channels, world class call center suppliers both domestic and international along with emerging destinations through his personal guidance, management and no-nonsense approach. Prior to establishing CustomerServ, LTD. Nick served as a senior executive and consultant for leading call center and BPO outsourcing firms as well companies like Centrica PLC, Bank of America, Fortis, GE, Comcast, AOL, AT&T, HSBC and JP Morgan Chase.
Nick’s tenure in the contact center space since 1986 enabled him to learn the business at the very early stages of the industry. Nick started as a CSR and phone agent where he acquired basic knowledge of customer interaction. After being promoted several times through key roles in operations, client services, quality assurance and training, Nick developed a grassroots understanding of the pivotal role that a call center plays in the customer lifecycle. Nick had the pleasure of serving as a key client interface throughout his various management roles in contact center operations. This expertise helped catapult him to business development in 1992 where Nick began his career in recommending call center solutions to major US and global corporations. Nick's tenure in the industry enables him to bring expansive knowledge and the hard-earned intangible of hands-on experience to help create cogent solutions for his clients.
Nick's experience encompasses many industries and verticals. Nick's entire business career has been in customer interaction services, direct marketing and business development. He provides expertise in home-shoring (utilizing domestic call centers) and international outsourcing - using near shore and offshore solutions.
Nick is a graduate of the City University of New York, Baruch School of Business where he received a Bachelors Degree in Business Adminstration - Marketing Management, cume laude in 1991. Nick is married and he resides in Houston, Texas. He enjoys sports, collecting vintage memorabillia, traveling, art history and volunteering. Nick is a volunteer at the MD Anderson Cancer Center in Houston, Texas, and an active member of several organizations.
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Kip Gordman
Partner |
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Kip Gordman has been in the Call Center Outsourcing Industry for over 13 years. In this time he has developed a reputation based on integrity, honesty and market leadership. Throughout his tenure in outsourcing Kip has generated hundreds of millions in revenue for his business partners. Kips has helped increase the valuation of the companies that he has been associated with. In addition to outsourcing, Kip is a veteran of Direct Marketing, Real Estate Development and Business Management. Kip brings a level of expertise in the call center outsourcing channel that is not only deep in experience but filled with a multitude of success stories. Kip’s business acumen coupled with his knowledge of the global contact center marketplace have provided his clients and vendor partners with an excellent value proposition. Prior to going into business for himself Kip held senior positions with major call center outsourcing companies where he acquired knowledge in every aspect of call center operations and service delivery.
Kip has a unique ability to help clients assess their needs and create a no-nonsense, direct and cogent solution to meet and exceed objectives. Prestigious corporations including many of the Fortune 500 have relied in Kip’s breadth of expertise in the call center outsourcing landscape. Kip has been entrusted with helping to make key decisions on the strategic direction of outsourcing programs for companies that are household names to the American consumer. Kip is fluent in Spanish as well and he provides hands-on involvement, in the trenches for his clients. Kip graduated from the University of Colorado, Boulder School of Business with a B.S. degree in Finance. For the past 13 years, concurrent to all of these activities, Kip has been involved in real estate development. He built a company in Omaha, Nebraska to include 35 properties that was eventually sold in 2004. In addition, he has invested in several successful private equity deals, built and owned a re-sell operation for a major wireless carrier, a sportswear franchise and he has been involved in other real estate investments in Western Colorado, and the Republic of Panama. Kip lives in Omaha, NE with his wife Bridget and their four kids, girls ages 14 and 11, and twin 7 year old boys. He spends his free time enjoying his family, coaching youth sports, outdoor activities and traveling extensively. |
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Soraia Hus
Director of Operations and Finance |
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Soraia joined the CustomerServ team after 4 years at Claraview, Inc., a Reston, Virginia company specializing in business intelligence. At Claraview she held a senior position in finance and operations where she developed and successfully implemented strategies to grow and streamline key functional areas of the company. Soraia brings cross functional expertise in accounting, business management and financial analysis. Soraia joined Claraview nearly at its inception and significantly contributed to its growth. Soraia’s expertise crosses over many channels including direct, day-to-day interaction with client contacts and major corporations as well as state and federal government contracts. Prior to Claraview, Soraia held a position with Mellon Financial in Los Angeles, California where she managed daily accounting and operational functions for a $300 million portfolio. Soraia has also played a key role in the launch and financial management of Euro Café, a retail coffee business in partnership with Hudson News. Euro Café presently has over 70 locations throughout North American airports and retail centers.
Throughout her business career Soraia has been involved in creating an infrastructure for start ups and established companies alike. She’s been integral in training and developing employees and peers, participating in senior level strategy development and implementation. She brings unique expertise both in operational, analytical, sales and business development functions.
Soraia graduated from George Mason University in Fairfax, Virginia with a BS in Finance in 1997. Soraia is married and resides in Houston, Texas, She enjoys reading, long distance running, tennis and spending time with family
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