Scott maintains a very active role in all campaign implementation and strategy. He travels to Belize regularly to work with the management staff and agents to make sure performance is always up to Transparent BPO’s high standards. Before starting Transparent BPO, Scott was the Director of Operations for a national direct response merchandise lender. There, he oversaw sales, customer service, quality assurance, and default management departments and led the company to a significant increase in customer account assets totaling over $250 million. Scott is a strong leader and team builder with expertise in coordinating offsite call centers, agents, and customer account and resources. He holds a bachelor’s degree in Business Administration from LeMoyne College in Syracuse, New York.
Bob works closely with our clients for telephone and technology implementation to support your business needs and our business goals. Bob has extensive background and experience with IT systems, including custom management software and VoIP-based systems. He excels at technical architecture and software design, data analysis, team management, and implementation of technology solutions. At his previous job, he was the Chief Technology Officer of a national direct response company where he was responsible for the development and maintenance of all IT systems. This included the implementation of a call center phone system integrated with the CRM software which increased the company’s ability to process a call volume capacity of over 10,000 calls per day and expanded the software’s capability to service a customer database of over 555,000.
Sean’s main focus is developing and fine-tuning our custom agent and supervisor applications as well as script creation. Sean has over 17 years of development experience in varied technical arenas, such as custom web applications and rich client applications. Over the past few years, Sean has become an expert and regular contributor to Asterisk, the VoIP platform on which the Transparent BPO call center platform is built. Before Transparent BPO, he was the Director of Application Development for a provider of extended service plans for the automotive industry where he managed the call center infrastructure and developed business management applications for the day-to-day operations of the organization. Sean studied Computer Science at the University of Maryland, College Park.
With a combined 100 years in management, our leadership team has the experience you’ll get from working with a large company with the hands-on approach of a small one.
Rob works from our contact centers in Belize and is responsible for call center operations and service delivery for Transparent BPO. He has over 25 years of business management experience with 16 years of leadership experience in the call center industry. Prior to Transparent BPO, he was site director at Sykes and a senior manager of business process outsourcing at Cayuse Technologies. There he was responsible for site management, service delivery, and client services for Fortune 100 client programs. We leverage Rob’s leadership and industry expertise to drive best practices and continuous process improvement at Transparent BPO.
Jason, with over 14 years of experience in the BPO industry, has a passion for finding the right fit for his customers. Utilizing a thorough consultative approach, he strives for win-win scenarios for customers to achieve KPI goals. He has had the pleasure of working with a broad array of industries as well as solutions including customer care, customer acquisition, technical support, back-office operations, customer self-service solutions, and process improvement projects. He receives the highest satisfaction from providing valuable jobs to customer service professionals supporting top brands. Connect with Jason: LinkedIn | Twitter
Marilyn has overall responsibility for the client services team at Transparent BPO. She works closely with the account management team to develop, implement and continuously improve call center campaigns for our clients. Marilyn has over 25 years of experience in the call center industry with a passion for driving key performance metrics and superior client satisfaction. Prior to joining Transparent BPO, she held leadership roles in operations and client services on both the agency and client side. Marilyn holds a Bachelor’s Degree in Business Administration from Western Connecticut State University.
Pat is responsible for the training and development of our call center team in Belize, ensuring that our agents and supervisors have the skills and resources to deliver top quality service to our clients and their customers. Pat has over 25 years of experience leading training teams in the call center industry for both facility-based and virtual call centers. In her role as a training leader, she has built agent expertise for premier brands like Victoria’s Secret and Netflix as well as for large work-from-home companies like LiveOps. She’s passionate about helping people develop the skills and confidence they need to achieve success. Pat holds a Bachelor’s Degree in Education from Michigan State University.
Lennie works from our center in Belize. She is responsible for the HR department, which includes recruiting, recognition and rewards, and employee engagement. She oversees the daily responsibilities of her HR Team while also meeting the needs of Transparent BPO employees. Her ties to the community have been instrumental in helping us find and retain talented employees to support and grow our business. Lennie holds a degree in human resource management with over 15 years of human resources experience. Prior to joining Transparent BPO, Lennie worked in the banking and telecommunications industries in Belize. Her passion for helping people and her motivation to make a difference in the lives of others is what drives her.
Jon works from our contact centers in Belize. He is responsible for supporting and developing our leadership team and sustaining operational excellence. Jon has over 13 years of call center management experience. Prior to Transparent BPO, he was site lead at Dell and senior training manager at Startek. He was responsible for service delivery, client services support, and curriculum and leadership development. He leverages his Six-Sigma training along with multi-vertical experience to create a best in class operational delivery team.
Based in Miami, Florida, Peter manages the overall IT infrastructure of our call center locations in Belize and our centralized IT facilities at the Terremark data center in Miami. He has over 15 years of experience in the design, implementation, and maintenance of mission-critical voice and data-converged networks for the BPO industry. Before joining Transparent BPO, Peter designed and implemented world-class voice and data networks for some of the largest nearshore contact centers in the region, allowing them to grow and successfully support Fortune 500 companies. Peter’s team supports an IT infrastructure designed for five-nines reliability.
Our Belize contact center operations team is the heart and soul that keeps Transparent BPO running at its best every day.