Scott maintains an 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 Le Moyne College in Syracuse, New York.
As President, Lance oversees all Transparent BPO operations. He is a growth-oriented, visionary BPO business leader with an extensive resume spanning three decades in the contact center industry. During that time, he rose through the ranks, from customer service manager early in his career to the president of operations for one of the largest BPO firms in the world. While there, Hale oversaw 88 contact centers, 50,000 employees, and hundreds of clients. He holds a bachelor’s degree in Business Administration from Weber State University in Ogden, Utah.
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.
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. Before 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.
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.
Jason, with his more than 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
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.
Shari is a results-driven contact center operational leader who is passionate about team and cultural development. Before joining Transparent BPO, her experience in the industry spanned more than 25 years leading domestic and international call center operations for companies such as Dell, Inc., Convergys, Harte Hanks, Netspend, Samsung, and LexisNexis. Shari is Six Sigma Black Belt trained and holds two Green Belt Certifications. She studied Business Management at Western Governors University.
Amy has overall responsibility for Transparent BPO’s accounting, payroll, and finance teams. She works closely with the executive team to ensure the financial health of the company and manages the accounting and payroll teams in Belize. Amy has over 25 years of experience in finance management and an obsession for numbers and analytics.
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 such as LiveOps. She is 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.