Transparent BPO Leadership

Large company management experience; a heart for developing leaders & building teams

Board of Directors

Scott Newman

Scott Newman

Founder & CEO

Lance Hale

Lance Hale

President

Jim Schleckser

Jim Schleckser

Board Member

Scott Newman

Scott Newman

Founder & CEO
[email protected]
phone: +1 (800) 276-5140

Bio

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.

Lance Hale

Lance Hale

President
[email protected]
phone: +1 (800) 276-5140

Bio

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.

The most important thing to me is to work for a company with a high level of integrity that truly cares for its clients and employees. I have found that at Transparent BPO.”

Connect with Lance on LinkedIn

Jim Schleckser

Jim Schleckser

Board Member
phone: N/A

Bio

Jim is CEO of the Inc. CEO Project, a firm that coaches CEO members to higher levels of performance using a structured methodology and regular peer group meetings.

He is also Chairman of the Board for Altovista Technology, a computer software company, board member of several other corporations, the Washington D.C.-area chapter chair of the National Association of Corporate Directors, an Inc. Magazine columnist, and author.

Leadership Team

Rob Johnson

SVP, Belize Operations

Marilyn Soares

VP, Client Services

Randy Rollin

Randy Rollins

VP, Information Technology

Natalie Dickey

VP, Finance

Jason Sterns

VP, Business Development

Steve DiBari

VP, Philippines Operations

Jon Williams

VP, Jamaica Operations

Heather Sandusky

VP, Training

Alyssa Ott

Director of HR & Engagement

Bea Andrews

Client Services Director

Craig Slone

Site Director

Julio “Juls” Rivero

Site Director, Philippines

Aleeza Sinclair

Director of Leadership Development

Casey Quertermous

Client Services Director

Tammy Gray

Client Services Director

Rob Johnson

SVP, Belize Operations
[email protected]
phone: +1 (800) 276-5140

Bio

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 Soares

VP, Client Services
[email protected]
phone: +1 (800) 276-5140

Bio

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.

Randy Rollin

Randy Rollins

VP, Information Technology
[email protected]
phone: 1 (800) 276-5140

Bio

Randy is responsible for oversight and development of all software for Transparent BPO.

After learning network management while serving in the United States Marine Corps, Randy has since spent over 20 years developing applications and supporting technologies in the contact center industry. 

Prior to joining Transparent, Randy led teams and developed software applications for clients in a wide array of industries, including medical, technical, and financial, with a focus on data security.

Natalie Dickey

VP, Finance
[email protected]
phone: 800 276 5140

Bio

As VP of Finance, Natalie oversees all Transparent BPO finance activities.  She has over twenty years of finance and accounting experience in the business process outsourcing and contact center industry.  Her professional passions include strategy, pricing, and analytics.  Natalie holds a Bachelor’s degree in Business from Miami University in Oxford, Ohio and an MBA from the University of Kentucky in Lexington, Kentucky.

Jason Sterns

VP, Business Development
[email protected]
phone: +1 (800) 276-5140

Bio

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

Steve DiBari

VP, Philippines Operations
[email protected]
phone: 443-519-2820

Bio

Steve ensures our Philippine-based agents have the resources and training they need to improve the lives of our clients’ customers with every interaction – from phone, chat and emails. He relies on his deep expertise in the customer care industry with some of the sector’s leading companies to improve performance and to grow the company’s footprint in the Philippines.

He began his career taking calls in a customer care center helping clients with their dial-up Internet service. Since then, Steve has worked in almost every facet of improving the customer experience from operations to sales and marketing.

Jon Williams

VP, Jamaica Operations
[email protected]
phone: +1 (800) 276-5140

Bio

Jon works from our delivery center in Jamaica. He is responsible for supporting and developing our leadership team and sustaining operational excellence. Jon has over 20 years of call center management experience.

Before coming to Transparent BPO, Jon was site lead at Dell and senior training manager at Startek where he was responsible for service delivery, client services support, and curriculum and leadership development. Jon previously held the position as Senior Site Director in Transparent BPO’s Belize centers before making the move to run the Jamaica operations.

He leverages his Six-Sigma training along with multi-vertical experience to create a best in class operational delivery team.

Heather Sandusky

VP, Training
[email protected]
phone:

Bio

Heather is focused on equipping the company’s learning organization with the tools, processes, and support necessary to adhere to Transparent BPO’s mission:  “Our Passion is the Success of your Brand.”

She does this by eliminating obstacles and building an inclusive environment where both training team members and learners feel safe and confident in their skills and knowledge so we produce the outcomes our clients expect from the Transparent BPO brand.

Alyssa Ott

Director of HR & Engagement
[email protected]
phone:

Bio

As the leader of global human resource function, Alyssa engages the company’s nearly 3,000 employees to create a unique culture that values community, quality, clients and transparency across North America, LATAM, APAC. She oversees all aspects of our company’s human resources function, including Field HR, Compensation and Benefits, Employee Engagement, Performance Management, Hiring and Retention and Communications.

She relies on her communications skills she honed at previous global corporations to help her listen to employees throughout the entire organization to ensure they have the resources and support they need to provide an exemplary customer care experience to our clients’ customers. This included leading a marketing communications team that focused on employee retention and recruiting efforts for the North America and Europe regions, spanning 100+ locations and more than 50,000 employees.

Bea Andrews

Client Services Director
[email protected]
phone: 800-276-5140

Bio

Bea manages our client relationships on behalf of our Philippines’ operations to ensure Transparent BPO’s agents exceed their portfolio objectives. She achieves this by working closely with each client to manage the key drivers of their program to ensure success.

Bea offers more than 25 years of experience in the contact center services industry – her knowledge stems from an entry level position as a phone representative early in her career to various management roles in Operations, Quality and Client Services. Her deep background allows her team to meet critical deadlines in fast-paced, competitive environments.

Craig Slone

Site Director
[email protected]
phone: 1 (800) 276-5140

Bio

Craig ensures our agents and their support teams in our Coney Drive facility in Belize City deliver exemplary service to our clients and their customers.

With more than two decades of call center experience, this Six-Sigma Green Belt graduate leverages his vast experience in hands-on skills development to support the center’s leadership team by rolling up his sleeves, getting out of his office and working side by side with the client teams to ensure operational excellence.

Julio “Juls” Rivero

Site Director, Philippines
[email protected]
phone:

Bio

Juls manages the operations of Transparent BPO throughout the Philippines. His work focuses on establishing highly efficient workflows that ensure operational goals are met while helping clients create an excellent customer experience for their customers. He works closely with employees at all levels to achieve individual goals and cultivates a healthy working environment by ensuring a well-planned operation that allows for a balanced time between work and family.

With more than 13 years of leadership experience in the BPO industry where he has worked with FORTUNE500 companies, Juls leans on his experience managing multiple operations in various business process domains, such as technical support, customer care, sales, and collections. His proven track record and leadership helps Transparent BPO in the Philippines continue its role as a leading business process outsourcer.

Aleeza Sinclair

Director of Leadership Development
[email protected]
phone:

Bio

Aleeza ensures that leaders emerge at every level of Transparent BPO regardless of their role or responsibility. She is dedicated to the creating and implementing programs to help our colleagues move their leadership attributes and practices to the next level while inspiring others.

To reach her global colleagues in the Philippines, Belize and Jamaica, Aleeza leans on more than a decade of experience designing curriculum for leadership development and a passion for incorporating emerging strategies for adult learning and education.     

Casey Quertermous

Client Services Director
[email protected]
phone:

Bio

Casey’s deep operational experience and business acumen enables him to identify opportunities and provide sound solutions to any client challenge. His clients value his contributions to ensure success for their business by clearly understanding their business.

His clients rely on his extensive industry background and pragmatic approach to provide common sense options to unique challenges.

Tammy Gray

Client Services Director
[email protected]
phone:

Bio

Tammy brings a strategic vision and sound execution to Transparent BPO’s clients seeking to provide an unmatched experience for their customers. Her deep industry experience also uniquely positions her as a valuable resource to mentor members on the client services team.

Her skillset includes a deep history in large scale operations as well as outbound & inbound voice services, as well as chat and social media support.