Marianne Withers's Location
United Kingdom, United Kingdom
Marianne Withers's Contact Details
Marianne Withers work email
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Marianne Withers personal email
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About Marianne Withers
We at the Verity Centre are committed to the highest standard of conversations for our clients across a broad spectrum of communication channels. Our aim is to enhance their customer experience journey, whether Inbound or Outbound activity, through review, visualisation, innovation as the programme progresses.Our pursuit of excellence will ensure that we continue to strive to achieve the best fit solutions for our clients. We listen, learn, and understand our clients’ needs and offer brand advocacy, strategic operational approaches that enable us to deliver our clients’ objectives. This is accomplished by our approach to our clients, our people, processes, and technology solutions.The Verity Centre is an appointed representative of OneClickCover Limited (“OCC”) (FRN: 974291) which is authorised and regulated by the Financial Conduct Authority. OneClickCover Limited (No 10861483) is registered in England and Wales. Registered office: Waterside, 1650 Arlington Business Park, Theale, Reading RG7 4SA.
Marianne Withers's Current Company Details
Marianne Withers Work Experience Details
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Business PartnerAtombitUnited Kingdom
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Founder & DirectorWithers Jones Dec 2024 - PresentAt 'withers jones', we specialise in Experience Optimisation, integrating AI-driven analytics with human expertise to craft exceptional customer journeys. By aligning advanced technology with a people-centric strategy, we help businesses enhance interactions, drive efficiency, and exceed customer expectations. With the power of AI and human insight combined, we deliver smarter, more impactful results that transform your customer experience.We also support you in making the right BPO choice, ensuring seamless operations and long-term success. -
Entrepreneur In ResidenceUniversity Of Portsmouth Feb 2022 - PresentPortsmouth, Hampshire, GbAs one of the Entrepreneurs in Residence, my role is to undertake activities and be an ambassador for Portsmouth University. Helping to contribute to the shaping of the strategy, enterprise, and entrepreneurial learning programmes of Up/Business School.We actively support the development of the Business School Community of staff, students, SMEs, and entrepreneurs through our contribution to workshops and providing mentoring advice and career guidance.We are here to role model “Entrepreneurship” and share our experiences, develop, support and most importantly inspire entrepreneurship activity of the Up/Business School.The role of Entrepreneurship in Residence is a voluntary role as an Ambassador for the University, which I adore being part of and I was immensely proud to be asked. -
Founder & Managing DirectorThe Verity Centre Mar 2021 - Dec 2024I lead a ‘Boutique Outsourced Contact Centre’ - At The Verity Centre, we go beyond conventional approaches to deliver transformative outcomes. Our ethos revolves around harnessing the power of technology to enhance human interactions, ensuring that every engagement is meaningful, authentic, and empathetic. By intertwining People Experience and Customer Experience, we create the optimum Human Experience that drives loyalty and satisfaction.Founded by myself, a leader with over 30 years of experience in the contact centre industry, The Verity Centre is at the forefront of pioneering solutions that prioritise Human Experience.We are The Verity Centre - we are Positively Differentwww.tvc15.co.ukPart of the ATM Group of Companies (AT Management Ltd,: Unit 3 & 4 St Margaret's Business Centre, Burleys Way, Leicester, England, LE1 3BE) -
Chief Operating OfficerYour Centre Ltd Sep 2014 - Feb 2021Chief Operating Officer - 6.5 yearsYCL was a highly flexible and quality focused outsourced contact centre businessDesigned, Created and Implemented end to end customer journeys - increasing contact rates and achieving higher ROIWe handled specialist communications every day via your customer’s channel of choice, be that web chat, email, social media, SMS or the traditional telephone
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DirectorEmc2 (Gb) Ltd Apr 2010 - Mar 2015Consultancy - Operational & Technology Transformation & Implementation (Clients:-Post Office, Ember Services, Listening Company, Serco, Agilisys, DXI, Aspect)Post Office – Full Audit on AONPost Office – a year with Post Office Agilisys – Systems transformationDXI – Transformation from 1st Line to Board Level, all inclusiveSerco (The Listening Company) - Operations & Technology Transformation
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Consultant - Operations Director & Head Of Dialler & Data ManagementSerco Global Services (The Listening Company) Apr 2011 - Jun 2013Richmond, Surrey, GbConsultancy - Operational Transformation & Implementation and Technology (Clients:-Post Office, Ember Services, Listening Company, Serco, Agilisys, DXI)• The Listening Company / Serco – Consultant – Operations Director & UK Head of Dialler & Data (2 year 3 months) – supported The Listening Company achieve their extended payout • Increased revenue for division by 20%• Set up & transformation of below campaignso British Gas - 170 seats - Energy acquisition & Kitchen Appliance Cover (Set up)o EDF Energy - 50 seats - Energy acquisition (transformation)o EON - 25 seats - Boiler care acquisition (transformation)o Simplify Digital - 55 seats - Broadband acquisition (transformation)o Three - 45 seats - Mobile acquisition – (transformation)o Santander - 55 seats - appointment setting - banking services (Set up)o Head Dialler and Data Management - oversaw 700 Outbound Seats over 5 Sites (transformation) -
ConsultantPost Office May 2010 - Apr 2011London, England, GbDesigned, established, piloted and very successfully managed a specialised outbound business to business telephone account management programme. -
Senior ConsultantEmber Services Ltd (Consultancy) Apr 2010 - Apr 2011London, England, GbTransformation & Implementation - Operational -
Head Of Sales & ServiceBritish Ceramic Tile May 2007 - Dec 2009Newton Abbot, GbConsultancy initially - Re-engineering Sales & Service departments into an "Integrated Contact Centre". Offered permanent role as Head of Sales and Service to implement all the recommendations Instrumental in delivering new telephony and CRM system.Increased revenue by 16% 2008-2009Increased profit by 5% 2008-2009Saved 20% on cost.Increased customer satisfaction rates from 88% to 97%. -
Sales & Service DirectorAdler Business Gifts Nov 2004 - Mar 2007Reading, GbA Global manufacturer of corporate business gifts.• Responsible for 150 seats - Outbound Sales seats in Slough - New Business acquisition & retention - Additionally 20 Inbound Customer Service seats• Increased Revenue by 23%• Increased Profits by 10%• Lead project team - opening up additional 100 Outbound Sales seats in Cardiff - New Business acquisition -
Site DirectorThe Listening Company Jan 2002 - Nov 2004Richmond, Surrey, GbOutsourced Contact Centre - Portsmouth Site - 320 seats Took site from a minus 37% gross margin to a plus 35% margin within 5 monthsTransformed 150 fte loss making Outbound Energy Sales Programme, into a 75 fte positive 33% gross marginDelivered and increase of revenue on Bank of America from 500k annual account to 2.5m annual clientClients included - British Gas, Bank of America, Cornhill Insurance, Ace Insurance, Zurich Insurance, O2, Microsoft, My Hotels and Page One
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Outsource Channel ManagerBritish Gas Jul 2001 - Jan 2002Windsor, England, GbContract - Outbound B2C & B2B Sales Acquisition - 7 Outsource Companies - 11 sites managed.Target to achieve 95,000 acquisitions in 6 months, 115,000 achieved in 5 months.Contract re - Negotiation, decrease in number of Outsourcers used, increase in productivity of remainder sites, increase in compliance and quality and increase of ROI from all remainder centres -
Operations DirectorGolley Slater Jan 1999 - Jul 2001Cardiff, Wales, GbOutsource Boutique Contact Centre• Transformed Operations, Client, IT, Recruitment & Training • Turned company from loss to profit within 3 months • Delivering a 15% net profit -
Uk - Outbound Product ChampionSitel Nov 1997 - Jan 1999Miami, Fl, UsUK - Outbound Product Champion (5 Sites) - June - Dec 98General Manager of Banbury Site (232 seats) - Jan - May 98Tactical Project Manager - Oct - Dec 97 -
Operations ManagerGolley Slater Jun 1992 - Nov 1997Cardiff, Wales, GbResponsible for Operations and Client
Marianne Withers Skills
Outsourcing
Crm
Contact Centers
Strategy
Management
Account Management
Performance Management
Call Centers
Team Management
Operations Management
Customer Experience
Telemarketing
Leadership
B2b
New Business Development
Inbound Marketing
Recruiting
Change Management
Business Strategy
Business Development
Training
Sales
Customer Satisfaction
Employee Training
Call Center
Bpo
Team Leadership
Customer Service
Sales Process
People Development
Stakeholder Management
Service Delivery
Customer Retention
Business Process Improvement
Data Analysis
Negotiation
Sales Management
Business Transformation
Team Building
Data Management
Outbound Training
Outbound Marketing
Process Improvement
Coaching
Project Management
Strategic Planning
Dialer Management
Project Planning
Outsourcing Management
Management Consulting
Marianne Withers Education Details
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Howardian High SchoolEnglish Language & English Literature
Frequently Asked Questions about Marianne Withers
What company does Marianne Withers work for?
Marianne Withers works for Atombit
What is Marianne Withers's role at the current company?
Marianne Withers's current role is Business Partner.
What is Marianne Withers's email address?
Marianne Withers's email address is ma****@****ent.com
What schools did Marianne Withers attend?
Marianne Withers attended Howardian High School.
What skills is Marianne Withers known for?
Marianne Withers has skills like Outsourcing, Crm, Contact Centers, Strategy, Management, Account Management, Performance Management, Call Centers, Team Management, Operations Management, Customer Experience, Telemarketing.
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