Lance Hale Email & Phone Number

Kaysville, Ut, Us

Rockville, Maryland, Us

Rockville, Maryland, Us

I’m responsible for the overall success of Transparent BPO and ensuring the organization maintains its strategic direction towards achieving the mission, with client success at the core.With a focus on transforming business processes for our clients, we have become the go-to BPO team for US companies looking for near-shore support. We will help you to:o Significantly reduce operational costs (Typical savings = 15%)o Increase client retention and acquisition rates. (Typical improvement = 25%)o Improve your customer service operationsLet's see if we're a great fit to help grow your brand. Please book a call on the link below.It would be great to demonstrate how Transparent BPO can transform your business ops via near-shore support: https://calendly.com/lance-hale

Irvine, California, Us

- Lead the Integration Management office across all functional areas of the company. - Develop presentations and present to PE firm, EMT, Steering Committee and operational business owners.- Manage functional area project leads, project plans and workstreams for the acquisition of a $200M ARR carveout acquisition closed in 2019.- Extensive TSA management, synergy identification, tracking and attainment, and business process transformation.

Irvine, Ca, Us

- Full P&L responsibility for $1.5 billion of annual revenue.- Member of the Executive Leadership Team and Director of Alorica subsidiaries (many due to acquisitions) and Chairman of the Board of China entity.- Member of the acquisition team and was responsible for the due diligence, planning, synergies, and integration of the West ($575M ARR) and EGS ($1.2B ARR) acquisitions.- Last responsibility was for North America & Europe operations including 88 call centers and over 50,000 employees. Prior role (SVP) at Alorica included operations in Latam, Philippines and China.- In partnership with the Chief Sales Officer, responsible for the strategy, new business sales for North America & Europe, growth, and site strategy.- Responsible for negotiating and approving pricing, contracts, MSA/SOWs, Service level agreements, key performance indicators, and metrics.- Responsible for the success, and results, of over 300 different clients.

- Responsible for Customer Care, BPO, and Recovery Services in the Healthcare Payer sector supporting most of the large Payers.- Consistent double-digit year over year growth for the past 5 years.- P&L responsibility for over $300 million in annual revenues.- Seven Vice Presidents as direct reports supporting my LOB.- Indirect reports of approximately 7,000 worldwide. - Managed outsourced Service Centers for Xerox offshore, nearshore and domestic.- Key contributor involved in selling and transformation of global BPO deals.- Involved in M&A process for multiple acquisitions as well a key player in the transformation process when we were acquired by Xerox environment. Spent one year in Sao Paulo, Brazil transitioning legacy Xerox Services business to the ACS team. - Responsible for developing pricing, contract negotiations, MSA/SOW development, service level agreements, key performance indicators, metrics etc.- Identification, selection and implementation of new centers globally.- Held an equity position in the company.

Ogden, Utah, Us

MarketStar is an outsourcing company with clients such as HP, Whirlpool, Motorola, Sony, Intel, Lotus, IBM, etc. with approximately 4000 employees in North America and partnerships with companies that include 18,000 employees worldwide. Responsibilities:- - Oversaw the direct channel in operations and budget of $12M in ARR. - Responsible for 20% revenue growth annually. - Direct reports including five Account Managers and three Directors. - Indirectly managed over 300 inside and outside sales professionals.- Strategic Planning and Management with Fortune 100 companies- Managed relationships, pricing, proposal writing, and develop business requirements for new and potential clients added to the direct channel at MStar.- Extensively involved in the selling, pricing and acquisition of new clients.- Member of the Executive Operations committee to establish policies and procedures and to help determine the company’s long-term strategy.

Roseland, New Jersey, Us

HBA is a company that handles Benefits and Human Resource outsourcing for Fortune 500 companies in the U.S. The company is currently a subsidiary of ADP.Responsibilities:- Managed up to 250 employees and five projects concurrently.- Responsible for the Call Center projects and their full life cycle. This included creating the bid, the development of business requirements, assisting with screen development on AS400 system, and benefits consulting.- Extensive client interaction, hiring, training, staffing, managing the business.

- Operations Manager responsible for 85 inbound/outbound customer service reps, 4 supervisors, and was the Help Desk Manager for the department (45 associates). - Owned the workforce management (WFM) for the entire department. - Planned and conducted training courses for the Operations Center (1200 seats). - Composed business requirements for requested projects. Wrote test plans and tested these projects for product implementation.- Planned and developed the Call Center Technical Support start-up in Gray, Tennessee. Project Manager and liaison between the Utah Operations and Riverwoods, IL (SPS Headquarters).