Andy Hollaway

Andy Hollaway Senior Consultant

Andy is a Customer Service and Operations consultant providing expert support in the fields of Operational/Emergency Procedures, Control Rooms and Resource Management solutions. His fundamental desire to consider what is best for the customer coupled with his understanding of people at all levels have resulted in much praise.

Andy’s introduction to the rail industry was as a Customer Service Representative for Heathrow Express in 1997, helping to deliver a customer service culture that is now revered. Critically, he quickly progressed into the control room and following two promotions became the control room manager. As well as being responsible for a control team who managed the train service, physical assets and staff resources, he was also responsible for contingency planning - creating, maintaining and testing the company’s operational and emergency procedures.

In 2003 Andy left Heathrow Express to concentrate on his specialist skills, resource management, contingency & emergency processes and planning, underpinned by a fundamental desire to think customer. A measure of his success is that his work always results in repeat business.

Before entering the rail industry Andy had a varied career incorporating engineering, customer service and law enforcement roles, this coupled with his travel and mountaineering experiences have led to Andy being a rounded individual, able to cope whatever the pressure and to work with staff at all levels.