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Transparent BPO

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Transparent BPO Announces New Organizational Structure, Leadership to Manage Growth

Record growth inspires company to shift from a shared team to site-based BPO model, hire an executive team to oversee.

Laytonsville, MD, October 17, 2019 --( Transparent BPO, a nearshore contact center and business process outsourcer, today announced that it has hired Shari Perusic and John Riel as Site Directors in two of its Belize-based contact center locations.

The company also announced that Jon Williams has transitioned from his role as Director of Operations to become Site Director over the newest operations center, Seaside, which opened in August.

The new hires and Williams’ transition occurred as the result of the company’s decision to shift from a shared-team model that supported multiple locations to a site-based organizational structure.

“Transparent’s record growth was outpacing our current shared-team model’s ability to keep up,” said Rob Johnson, SVP of Operations, explaining the reason for the change. “That model worked well for us until we got to the size we are now, especially as we expanded to a third location. We recognized we would face limitations as we continue to scale.”

Johnson added that the company consistently evaluates its organizational structure to assess what it needs to do to maintain the level of quality and consistency expected of the brand.

“We look at what’s working and what will propel us into the future,” he said. “We knew it was time to take a robust approach and bring in new leadership and move to the site-based model rather than continue making incremental adjustments.”

Perusic, whose experience in the BPO industry spans more than 25 years, led domestic and international call center operations for Convergys and Harte Hanks supporting companies such as Dell, Inc., Netspend, Samsung, and LexisNexis. She is also Six Sigma Black Belt trained and holds two Green Belt Certifications.

Riel has a well-rounded BPO background and deep sales program experience. He successfully supported companies across different verticals, primarily in the telecom and cable industry. Before joining Transparent, Riel served as AVP for Conduit Global where he managed and developed two sites in North Carolina and Tennessee.

Williams has been with Transparent BPO since 2016 and has more than 15 years of contact center management experience. Before joining the company, he 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.

In their new roles, the trio will provide leadership to all aspects of their respective sites, including human resources, facilities, client management, and operations.

About Transparent BPO

Transparent BPO was founded in 2009 to provide its clients with superior call center services and business process outsourcing at competitive pricing. As one of the fastest-growing countries in Central America, Belize is Transparent’s ideal location for its contact center operations.

Belize offers an educated English-speaking population, reliable telecommunications, and an overall friendly environment. With Spanish being the second language of Belize, Transparent BPO can offer highly qualified bi-lingual agents. Also, Transparent’s state-of-the-art call center system development and IT support allow for seamless integration, resulting in a transparent business relationship.

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Transparent BPO
Paul Chaney

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