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
scott.newman@transparentbpo.com
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
lance.hale@transparentbpo.com
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

Brady Burton

Senior Vice President of Human Resources

Marilyn Soares

VP, Client Services

Randy Rollin

Randy Rollins

VP, Information Technology

Natalie Dickey

VP, Finance

Steve DiBari

Vice President, Philippines Operations

Jason Sterns

VP, Business Development

Heather Sandusky

VP, Training

Lafayette Moran

VP, Business Development

Clarence “CJ” Cardwell

VP, Jamaica Operations

Jon Williams

Site Director

Keith Smith

Director of Compliance

Hugh Rumbaugh

Director of Digital Learning

Bea Andrews

Client Services Director

Alyssa Ott

Director of Global HR and Engagement

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

Melonie Mitchell

Director of Operations, Jamaica

Rob Johnson

SVP, Belize Operations
rob.johnson@transparentbpo.com
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.

Brady Burton

Senior Vice President of Human Resources
brady.burton@transparentbpo.com
phone:

Bio

Brady ensures the values of Transparent BPO – Client, Quality, Community and Transparency – is embraced by all our colleagues, regardless of where they live and work. He draws on more than 25 years of HR experience with renowned global business outsourcing providers where he led global HR teams in multiple countries supporting more than 75 locations and 40,000 employees.  He oversees all aspects of our company’s human resources function, including staffing, compensation, benefits, training and employee engagement.

He and his global team take an entrepreneurial hands-on approach to implement best practices in the HR function at all its touch points by encouraging continual feedback and process improvement.

Marilyn Soares

VP, Client Services
marilyn.soares@transparentbpo.com
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
randy.rollins@transparentbpo.com
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
natalie.dickey@transparentbpo.com
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.

Steve DiBari

Vice President, Philippines Operations
steve.dibari@transparentbpo.com
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.

Jason Sterns

VP, Business Development
jason.sterns@transparentbpo.com
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

Heather Sandusky

VP, Training
heather.sandusky@transparentbpo.com
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.

Lafayette Moran

VP, Business Development
lafayette.moran@transparentbpo.com
phone:

Bio

Lafayette has worked in the customer experience industry for 25 years, with and for, companies ranging from startups to some of the most well-known Fortune 500 brands. 

His experience and passion for operations, customer experience and learning and development equips him with the skills to consult with companies to ensure that the optimal solutions are being implemented to meet their customer experience goals.

He believes that no matter what channel or industry: voice, chat, email, financial services, retail, healthcare, or insurance, ALL customers deserve a high-quality experience and that partnering with Transparent BPO will be a true extension of your brand.

Clarence “CJ” Cardwell

VP, Jamaica Operations
clarence.cardwell@transparentbpo.com
phone:

Bio

CJ kicked off his contact center career in an agent role nearly 30 years ago. His rise through the ranks during this time has led him across the world, garnering experience in the U.S. market, nearshore in Jamaica and Mexico, and offshore in the Philippines and India.

His success is largely owed to a key focus on the employee experience, where he developed an environment centered on recognition and healthy competition. Under his leadership, his teams achieved, then maintained, high performance which prompted client programs to grow and diversify its lines of business.

His deep knowledge about the Jamaica market and the global industry, in addition to his unwavering commitment to the employee experience, positions Transparent BPO for successful growth in its newest nearshore location.

Jon Williams

Site Director
jon.williams@transparentbpo.com
phone: +1 (800) 276-5140

Bio

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.

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.

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

Keith Smith

Director of Compliance
keith.smith@transparentbpo.com
phone:

Bio

Keith develops and manages Transparent BPO’s internal control systems to ensure adherence for all third-party, contractual, and regulatory requirements to ensure the company supports its clients and continues to grow.

Keith brings more than 20 years of experience in technology and compliance and worked for companies in the public, private, and government sectors. Keith is a Certified Information Systems Security Professional (CISSP) and holds a bachelor’s degree in Information Technology from Western Governors University.

Hugh Rumbaugh

Director of Digital Learning
hugh.rumbaugh@transparentbpo.com
phone:

Bio

Hugh is responsible for digital learning at Transparent BPO. He works closely with stakeholders throughout the company to design a learning strategy and digital mechanisms to deliver training globally through the Transparent BPO University. This self-guided learning and career development approach allows employees to build their skill set and capabilities to provide enhanced service to customers.  

Transparent BPO employees can rely on more than 15 years of digital learning and development experience Hugh offers to keep training at the forefront of a global business.

Bea Andrews

Client Services Director
bea.andrews@transparentbpo.com
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.

Alyssa Ott

Director of Global HR and Engagement
alyssa.ott@transparentbpo.com
phone: 800-276-5140

Bio

To support the Global Human Resource function, Alyssa engages our employees daily across Belize, Jamaica, Philippines, and the United States to create a unique culture at Transparent BPO. She relies on communication skills honed at large corporations to help her listen to employees throughout the entire organization to ensure they have the resources they need to provide an exemplary customer experience. She also encourages every employee to practice the Transparent BPO values in every interaction with colleagues, clients and our clients’ customers.

Craig Slone

Site Director
craig.slone@transparentbpo.com
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
julio.rivero@transparentbpo.com
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
aleeza.sinclair@transparentbpo.com
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
casey.quertermous@transparentbpo.com
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
tammy.gray@transparentbpo.com
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.    

Melonie Mitchell

Director of Operations, Jamaica
melonie.mitchell@transparentbpo.com
phone:

Bio

Melonie’s focus in Jamaica is ensuring the Transparent BPO team provide a memorable customer experience by developing a supportive interactions and connections with customers rather than straightforward transactional services. She achieves this quality performance by using data analysis and ensuring the right people are in the right positions.

With more than 15 years of experience in the BPO sector, Melonie’s passion continues to be building highly effective teams that tackle client challenges strategically by identifying root causes and underlying issues.