Marianne Rutz
Marianne RutzFounder

When Marianne started out in the contact centre industry in August 1999, she had no idea that a nine-month engagement with Hertz would lead to a wonderful career and eventually to her own consulting business in the multilingual contact centre world

Marianne has always been passionate about people. She says, “I learned from my dad, Rev. Niklaus Rutz, to follow the ‘Soup, Soap, Salvation’ principle – people need to be fed and watered before you can offer or sell them anything. No wonder the firm’s LEAP framework also follows that very principle.

Marianne speaks German, English, French and Italian fluently, helping her to understand what’s really going on in the contact centre world on a much deeper level than just outsourcing opportunities and process improvements. Having lived in Dublin, Frankfurt, Bangalore, Manchester, and now Stirling, she knows that trust with people needs to be earned, respecting cultures and values of her clients being at the core of successful transformation.

Marianne is the host of the industry-leading “Operational Excellence Show” podcast featuring leadership topics, industry news and training episodes, as well as renowned guest speakers.

In her spare time, Marianne loves to spend time with her husband Kevin or her three children and their families, preferably in the mountains or over a glass of wine! She is also an advocate for cancer travellers, supporting Maggie’s Cancer Care Centres with fundraising activities and very practical workshops, having travelled her own cancer journey in recent years.

Marianne Rutz
Marianne RutzFounder

When Marianne started out in the contact centre industry in August 1999, she had no idea that a nine-month engagement with Hertz would lead to a wonderful career and eventually to her own consulting business in the multilingual contact centre world

Marianne has always been passionate about people. She says, “I learned from my dad, Rev. Niklaus Rutz, to follow the ‘Soup, Soap, Salvation’ principle – people need to be fed and watered before you can offer or sell them anything. No wonder the firm’s LEAP framework also follows that very principle.

Marianne speaks German, English, French and Italian fluently, helping her to understand what’s really going on in the contact centre world on a much deeper level than just outsourcing opportunities and process improvements. Having lived in Dublin, Frankfurt, Bangalore, Manchester, and now Stirling, she knows that trust with people needs to be earned, respecting cultures and values of her clients being at the core of successful transformation.

Marianne is the host of the industry-leading “Operational Excellence Show” podcast featuring leadership topics, industry news and training episodes, as well as renowned guest speakers.

In her spare time, Marianne loves to spend time with her husband Kevin or her three children and their families, preferably in the mountains or over a glass of wine! She is also an advocate for cancer travellers, supporting Maggie’s Cancer Care Centres with fundraising activities and very practical workshops, having travelled her own cancer journey in recent years.

Teresa Robertson
Teresa RobertsonL&D and HR Expert

Teresa has extensive experience, encompassing HR, L&D, training, business change and coaching. She has successfully led both companies and people through culture and operational change by delivering effective training and coaching programmes. At the heart of her approach is the skill to engage with and understand people, their drivers, so that they themselves become champions of change and their own learning and development.

An integral member of the Rutz Consulting team, Teresa’s proven ability in coaching, training and developing individuals has resulted in the creation of customised training programmes through our LEAP Academy and hands-on coaching support for those working in the contact centre industry.

Teresa has worked and continues to work in multiple industry sectors, both UK and internationally. Her energy and personal style build rapport quickly with all company levels, and she is seen as instrumental to making change and learning a success.

Teresa Robertson
Teresa RobertsonL&D and HR Expert

Teresa has extensive experience, encompassing HR, L&D, training, business change and coaching. She has successfully led both companies and people through culture and operational change by delivering effective training and coaching programmes. At the heart of her approach is the skill to engage with and understand people, their drivers, so that they themselves become champions of change and their own learning and development.

An integral member of the Rutz Consulting team, Teresa’s proven ability in coaching, training and developing individuals has resulted in the creation of customised training programmes through our LEAP Academy and hands-on coaching support for those working in the contact centre industry.

Teresa has worked and continues to work in multiple industry sectors, both UK and internationally. Her energy and personal style build rapport quickly with all company levels, and she is seen as instrumental to making change and learning a success.

Laura Dalby
Laura DalbyPersonal Assistant and Finance

Ensuring all areas of Rutz Consulting are ticking over smoothly, we often find ourselves asking, ‘where would we be without Laura?’

A multi-skilled and dependable professional, Laura is an integral member of the Rutz Consulting team and supports Marianne with a number of administrative tasks, including podcast and social media management. Laura shares the fundamental values that underpin Rutz Consulting, and she believes in working smart to deliver objectives and exceed expectations.

As the founder of LD Compliance, Laura has a knack for ensuring accuracy, efficiency and organisation. With experience in project management, financial compliance and PA duties, Laura offers a personally catered service at every turn.

Laura Dalby
Laura DalbyPersonal Assistant and Finance

Ensuring all areas of Rutz Consulting are ticking over smoothly, we often find ourselves asking, ‘where would we be without Laura?’

A multi-skilled and dependable professional, Laura is an integral member of the Rutz Consulting team and supports Marianne with a number of administrative tasks, including podcast and social media management. Laura shares the fundamental values that underpin Rutz Consulting, and she believes in working smart to deliver objectives and exceed expectations.

As the founder of LD Compliance, Laura has a knack for ensuring accuracy, efficiency and organisation. With experience in project management, financial compliance and PA duties, Laura offers a personally catered service at every turn.

Andrew Madden
Andrew MaddenMedia Production

From an early age of having a camera put into his hands, Andrew was hooked on media production creativity and exploring all aspects of the process in photography, videography and sound production. Andrew is the technical whiz behind The Operational Excellence Show, editing and producing our weekly podcast.

Andrew specialises in sound, video, and photography, and his creative flair and genuine interest in the contact centre industry have helped the Rutz Consulting brand flourish and grow. Aside from making our podcast a reality, Andrew edits our promotional video content for social media platforms.

Andrew has told us, “Working with Marianne and the Rutz Consulting team is a joy. Together, we aim to shed light on industry leaders and their best practices for the wider sector to learn from.”

Andrew Madden
Andrew MaddenMedia Production

From an early age of having a camera put into his hands, Andrew was hooked on media production creativity and exploring all aspects of the process in photography, videography and sound production. Andrew is the technical whiz behind The Operational Excellence Show, editing and producing our weekly podcast.

Andrew specialises in sound, video, and photography, and his creative flair and genuine interest in the contact centre industry have helped the Rutz Consulting brand flourish and grow. Aside from making our podcast a reality, Andrew edits our promotional video content for social media platforms.

Andrew has told us, “Working with Marianne and the Rutz Consulting team is a joy. Together, we aim to shed light on industry leaders and their best practices for the wider sector to learn from.”

Mark Buckley
Mark BuckleyOperations

Mark has a passion for making things better for customers and for colleagues. He brings energy and a solution oriented mindset to any task or team that he get works with.

He’s a great believer in the power of marginal gains - the theory that small yet significant improvements can lead to monumental results.

Mark has over 30 years’ leadership experience in customer-facing roles and Operations. He's enjoyed a varied career: as a Regional Manager in a bank; running Operations teams; managing customer experience and call quality for financial services contact centres; and most recently leading service quality and an operational excellence programme for an international bank. His global roles mean that he’s adapted his skills from side-by-side coaching to meet the challenges of cross-location working.

Mark is proud of his Yorkshire roots and lives in the village of Golcar, near Huddersfield. A huge fan of the great outdoors Mark likes to spend his time walking; mountain-biking; and skiing. When he’s not spending time with his family, he’s more than likely going to be following his key passions of playing golf or riding his motorbike.

Mark Buckley
Mark BuckleyOperations

Mark has a passion for making things better for customers and for colleagues. He brings energy and a solution oriented mindset to any task or team that he get works with.

He’s a great believer in the power of marginal gains - the theory that small yet significant improvements can lead to monumental results.

Mark has over 30 years’ leadership experience in customer-facing roles and Operations. He's enjoyed a varied career: as a Regional Manager in a bank; running Operations teams; managing customer experience and call quality for financial services contact centres; and most recently leading service quality and an operational excellence programme for an international bank. His global roles mean that he’s adapted his skills from side-by-side coaching to meet the challenges of cross-location working.

Mark is proud of his Yorkshire roots and lives in the village of Golcar, near Huddersfield. A huge fan of the great outdoors Mark likes to spend his time walking; mountain-biking; and skiing. When he’s not spending time with his family, he’s more than likely going to be following his key passions of playing golf or riding his motorbike.

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