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

Eric Petty, COO

Eric Petty

Chief Operations Officer

Rob Johnson

SVP, Belize Operations

Steve DiBari

VP, Business Development

Natalie Dickey

VP, Finance

Randy Rollin

Randy Rollins

VP, Information Technology

Emahn Sanchez

Emahn Sanchez

VP, Philippine Operations

Heather Sandusky

VP, Training

Marilyn Soares

VP, Client Services

Jason Sterns

VP, Business Development

Jon Williams

VP, Jamaica Operations

Anna Acosta

Director, Operations

Bea Andrews

Client Services Director

Kurt Camal

Director, Operations

Tammy Gray

Client Services Director

Mo Kazi

Mo Kazi

Site Director, Belize

Alyssa Ott

Director of HR & Engagement

Casey Quertermous

Client Services Director

Aleeza Sinclair

Director of Leadership Development

Eric Petty, COO

Eric Petty

Chief Operations Officer
[email protected]
phone: 800-276-5140

Bio

Eric bring a wealth of experience and expertise, along with a long history of over 30 years in the BPO industry and Operations management in markets around the globe. 

In his role at Transparent BPO, Eric is responsible for all global Operations and Client Services efforts.  His focus will be on working with other company leaders to provide the best possible experience for our clients and to grow and strengthen the business relationships we have with our clients and their customers.  His extensive experience, strategic insights, and innovative thinking will be an important addition to our exceptional Operations team.

Most recently, Eric was the Senior Vice President of Customer Experience Operations for their LATAM region. He oversaw all activities related to P&L, client management, facilities and staffing for nearly 6,000 employees in the region.  Prior to his time with TBPO, Eric worked for other industry leaders such as Xerox, Alorica, and MCI Worldwide.

Eric currently resides in St. George, Utah

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.

Steve DiBari

VP, Business Development
[email protected]
phone: 443-519-2820

Bio

Steve thrives on defining and delivering on the mission, values and strategic objectives of the TBPO. With his extensive BPO industry knowledge, Steve ensures your outsourcing challenges are solved through first-class service delivery. One of his personal missions is to help businesses tackle their most pressing challenges in customer service, operations, and back-office support. He brings a wealth of knowledge and expertise to the table, delivering customized solutions that fit the unique needs of each of our clients.

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.

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.

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.

Emahn Sanchez

Emahn Sanchez

VP, Philippine Operations
[email protected]
phone: 800-276-5140

Bio

Emahn joins Transparent BPO with an impressive background and deep experience leading BPO operations in the Philippines, the US, and the Caribbean. His primary focus is developing his people, as well as nurturing long-lasting relationships both internally, as well as with clients. 

“The Philippines is a powerhouse in the outsourcing world, renowned for its highly skilled and English-proficient workforce. Here at Transparent BPO Philippines, we take pride in being part of this dynamic industry.”

Emahn’s story is an inspirational one. He began his career as an agent and worked his way up the corporate ladder to Site Director roles. Today, he is the Vice President of Operations, overseeing our Philippines Geo. Emahn’s hard work and perseverance are truly impressive, and he is always willing to share his insights and beliefs about effective leadership. He firmly believes that leading by example is the key to inspiring others to become the best versions of themselves. Emahn is passionate about making a positive impact on people’s lives and careers through effective leadership.

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.

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.

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

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.

Anna Acosta

Director, Operations
[email protected]
phone: 800-276-5140

Bio

Anna joined Transparent BPO in 2010, leveraging her extensive 15-year background in the BPO industry. In the last ten years, she has played an essential role in the company’s development as a Senior Operations Manager overseeing various projects from their initial stages. During her time at TBPO, she has contributed significantly to expanding one of our largest initiatives, growing the team from 20 members to over 140.

Her expertise lies in Strategic Planning and Enhancing Processes in sales and Customer Service. Anna is dedicated to creating positive interactions and fostering personal development to empower individuals to achieve success and reach their maximum potential. Anna began her career as a team member and swiftly progressed through the ranks to become a Supervisor, project lead, Senior Operations Manager, and now holding the position of Director of Operations, showcasing her outstanding leadership skills.

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.

Kurt Camal

Director, Operations
[email protected]
phone: 800-276-5140

Bio

Kurt brings nearly a decade of experience, all with Transparent BPO, and his knowledge and experience is clearly evident in his work. Known throughout the company as a charismatic, decisive, and versatile operations manager with extensive experience in customer service and sales. His leadership philosophy is centered on influence; and he firmly believes that if you can positively influence individuals, they will follow you.

Mr. Camal takes pride in consistently delivering exceptional results and mentoring future leaders. Throughout his career, Kurt has executed strategies that significantly elevated sales figures and enhanced CSAT rates. Moreover, he has demonstrated considerable talent in nurturing exceptional leaders and fostering a culture that drives phenomenal outcomes.

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.    

Mo Kazi

Mo Kazi

Site Director, Belize
[email protected]
phone: 800-276-5140

Bio

Mo brings an impeccable track record of over 20 years of call/contact center operations experience, and a unique blend of domestic and international executive management expertise. Mr. Kazi is known for not only providing excellent customer service to both internal and external customers, but also bringing process improvement. One of the cornerstones of his process and approach is the development of employees to reach their fullest potential.

“Mo” consistently strives to empower and cultivate his teams, positioning them for exceptional performance, while allowing him to focus on further enhancing bench strength. With Kazi’s decades of experience in analyzing operations and driving improvements, our already outstanding team will be fortified, ensuring sustained consistency, remarkable performance, and exceptional service through our Belize team. 

Before joining Transparent BPO, Mr. Kazi amassed over two decades of experience at prominent BPO providers such as Alorica, where he served as a Senior Site Director. In this role, he successfully oversaw multiple sites and expanded programs across various locations. He received well-deserved recognition for his outstanding contributions, with his programs earning prestigious accolades like the Customer Obsession Awards. Prior to Alorica, he served at Xerox, where he managed both domestic and international operations, supporting telecom, Federal, and US State government projects. Most recently before joining Transparent BPO, Mr. Kazi held the position of VP of Operations at a SaaS company, where he provided support for their operational functions and organizational structure.

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.

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.

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.