Hands-On Executive Leadership

When it comes to building a successful company, experience matters.

We understand the difference experience makes in the success of an organization. That’s why we’ve assembled an executive leadership team with deep management experience and loads of hands-on operational expertise.

An entrepreneurially-minded, experienced team

Often, when presented with a challenge, growth opportunity, or need for new technology, brands turn to consultants or search the web for a fix. Transparent BPO’s entrepreneurially-minded executive leadership team, having managed thousands of employees and hundreds of contact centers, has the requisite experience and expertise to successfully address any problem you could possibly face, now or in the future. 

That vast amount of knowledge gained from their combined experience is what drives our executive team to be integrally involved in day-to-day operations and hands-on when working with clients — unlike large BPOs that often leave that responsibility to middle-management.

What sets our leaders apart?

Years of Experience

Most have anywhere from 15 to 30 or more years in the BPO and/or customer service industries. Many come from the largest BPOs in the industry — Alorica, Sykes, Startek, Convergys, Harte Hanks, and LiveOps, just to name a few.

Others worked for Fortune 500 brands, such as Dell, Samsung, LexisNexis, Victoria’s Secret, Netflix, and more.

Rose Up the Ranks

Several of our leaders began on the call center floor — as agents, trainers, QA, and managers — rising through the ranks to leadership positions.

Our CEO, Scott, started on the client-side as a director of operations for a national direct response company. The lessons he learned there are what motivated him to start Transparent BPO.

Industry Influence

Our leaders are active members of PACE, SOCAP, ICMI, and others. They’ve spoken at major BPO conferences and write for industry publications, like Nearshore Americas, CustomerThink, and ICMI.

We have also been finalists in several ICMI Contact Center Award categories, including Best Contact Center Culture and Best Outsourcing Provider.

The difference hands-on leadership makes

A global governance, risk, and compliance company needed an outsourced BPO that could take over data entry, improve quality, and speed up form completions for claims submitted by its more than 500 end-user clients.

Our leadership team configured a multi-faceted solution that resulted in a 243% increase in forms per hour production, quality score increase of 20.1%, and turnaround time decrease of 85.7% for QA reporting, and 99.9% service level within four months.

A major satellite radio company needed to outsource its customer service to a contact center with an intimate understanding of U.S. culture.

Even though Belize already has great U.S. cultural affinity, our Director of Leadership Development, Pat Ricken, and her team designed an acculturation training curriculum to give agents a thorough understanding of music genres, sports, politics, and news channels.

She also taught the agents to “think with the customer’s wallet,” not their own, to understand U.S. spending habits.

Outbound campaigns can be some of the most complicated and challenging tasks that a company can handle. But outbound campaigns are one of many areas where Transparent BPO excels, thanks, in part, to leadership from CEO Scott Newman and VP of Client Services, Marilyn Soares, both with deep-seated experience and expertise in direct marketing and telesales.

That’s why, when an innovative online pharmacy needed a partner that could provide a seamless outbound sales channel, they turned to us. The result: overall lead conversions to enrollments increased by 29%, outbound lead conversion grew by 58%, and the quality score increased to 98%, outperforming the previous vendor.

The leadership at Transparent BPO has a strong desire to understand our business and the needs of our customers. This is a valuable asset and it has created a near seamless experience for our customers.

Director, Global Customer Service Operations, Publishing Company

When it comes to building a successful company, experience matters.

Ready to partner with a BPO that understands the value of leadership experience? Then call us today.