Transparent BPO Leadership

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

Founders & Board of Directors

Scott Newman

Scott Newman

Founder & CEO

Lance Hale

Lance Hale

President

Bob Wienholt

Bob Wienholt

Co-founder

Sean Brights

Sean Bright

Co-founder

Jim Schleckser

Jim Schleckser

Board Member

Scott Newman

Scott Newman

Founder & CEO
scott.newman@transparentbpo.com
phone: +1 (800) 276-5140 x3000

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 x3007

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

Bob Wienholt

Bob Wienholt

Co-founder
phone: N/A

Bio

Bob was one of the founders of Transparent BPO. Currently, he is CEO and Co-founder of CallShaper, a cloud-based call center phone platform.

Previously, 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.

Sean Brights

Sean Bright

Co-founder
phone: N/A

Bio

Sean Bright was one of the Transparent BPO’s founders. Currently, he is CTO and Co-founder of CallShaper, a cloud-based call center phone platform.

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 that the Transparent BPO call center platform is built on.

Previously, 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.

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.

Executive Leadership Team

Rob Johnson

Rob Johnson

SVP, Belize Operations

Randy Rollin

Randy Rollins

VP, Information Technology

Marilyn Soares

VP, Client Services

Natalie Dickey

VP, Finance

Steve DiBari

Vice President, Philippine Operations

Rob Johnson

Rob Johnson

SVP, Belize Operations
rob.johnson@transparentbpo.com
phone: +1 (800) 276-5140 x3025

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.

Randy Rollin

Randy Rollins

VP, Information Technology
randy.rollins@transparentbpo.com
phone: 704-308-6025

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.

Marilyn Soares

VP, Client Services
marilyn.soares@transparentbpo.com
phone: +1 (800) 276-5140 x3002

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.

Natalie Dickey

VP, Finance
natalie.dickey@transparentbpo.com
phone: 800 276 5140 x1234

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, Philippine 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.

Executive Management Team

Peter Fischer

Peter Fischer

VP, Network Security and Infrastructure

Jason Sterns

Jason Sterns

VP, Business Development

Jon Williams

Jon Williams

Site Director

Pat Ricken

Pat Ricken

Director, Learning & Leadership Development

Alex Lane

Director of Operations – Philippines

Keith Smith

Director of Compliance

Hugh Rumbaugh

Director of Digital Learning

Bea Andrews

Director of Client Services

Alyssa Ott

Director of Global HR and Engagement

Alan Jackson

Vice President, Business Development

Peter Fischer

Peter Fischer

VP, Network Security and Infrastructure
peter.fischer@transparentbpo.com
phone: +1 (800) 276-5140 x3005

Bio

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 Sterns

Jason Sterns

VP, Business Development
jason.sterns@transparentbpo.com
phone: +1 (800) 276-5140 x3125

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

Jon Williams

Site Director
jon.williams@transparentbpo.com
phone: +1 (800) 276-5140 x3046

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.

Pat Ricken

Pat Ricken

Director, Learning & Leadership Development
pat.ricken@transparentbpo.com
phone: +1 (800) 276-5140 x3030

Bio

Pat is responsible for the training and development of our contact 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. She 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.

Alex Lane

Director of Operations – Philippines
alex.lane@transparentbpo.com
phone: 800-276-5140 x3144

Bio

Alex manages the operations of Transparent BPO’s team in Philippines.  She rolls her sleeves up and supports the team in delivering key program metrics and quality performance, as she closely works on leadership development and operational excellence.  She believes that the success of an organization strongly relies on its values and culture.

Alex has 20 years of experience in sales, account management and customer service, with 17 years in the BPO industry.  She studied Economics at the De La Salle University, Manila

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

Director of Client Services
bea.andrews@transparentbpo.com
phone: 800-276-5140 x3142

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 x3223

Bio

As the leader of the Global Human Resource function, Alyssa engages our employees daily across Belize, 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.

Alan Jackson

Vice President, Business Development
alan.jackson@transparentbpo.com
phone: 1-615.500.5235

Bio

As a member of Transparent BPO’s Executive Management Team, Alan is dedicated to help build the company’s sales pipeline to help fuel the company’s continued growth.

He focuses on a prospect’s unique requirements to ensure they align with the company’s customer care services. Alan knows that consumers are connecting with their preferred brands in more critical and complex ways – across multiple channels – and they expect their support to be efficient, effective and painless, whether they are asking a simple question, making a purchase or seeking complex technical assistance.