1. CURRICULUM VITAE – ANDREW HORNSBY
Contact Details
Address: 22 Irving Road, Solihull, West Midlands, B92 9DQ
Tel: 07758 535 516
Email: amhornsby@outlook.com
Professional Profile
Highly motivated, committed and customer focused professional with extensive experience in customer
account & systems management and many years in the hospitality industry.
Starting my career in the pub and restaurant trade I have strong business management skills, a solid
understanding of retail processes and a passion for good customer service. I am comfortable in high pressured
service environments and this has enabled me to develop clear communication and meticulous organisational
skills something which has given me great ability to organise and delegate in more back office support roles.
I motivate and influence those around me to achieve success both as individuals and as a team. I remain very
much customer facing, mainly internally but with some external 3rd party partners and thrive on building on
new and existing stakeholder relationships.
.
Employment History and Experience
2011 – 2016 Consumer & Mobile Billing Assurance Analyst
 Part of the Consumer and Mobile Growth Delivery team @ Virgin Media reporting into the parent
company of Liberty Global UK Ltd.
 Design and assurance review of billing systems and agent actions within multiple billing platforms
 Project Management support for CAPEX projects designed to increase growth and revenue.
 Reporting of weekly, monthly and annual work flow statistics for billing teams
 Reporting on customer spend and payment trends
 Process improvement and delivery across billing (internal) and (care) teams.
 Alpha & Beta testing of new Mobile tariff and billing systems to separate our operations from external
partners.
 Creating and running reports of internal billing systems using Microsoft SQL manager 2008
 Collations and statistical analysis of SQL report results
 Resourcing of internal and external partners to build investigation and reporting tools to report to our
parent company for the purposes of improvements and resource changes.
 Design planning and implementation of new software with internal and external 3rd party partners
 Monthly Stakeholder meetings with 3rd party partners / suppliers
 Daily fault / error diagnostics for internal billing systems and fix / report applied and delivered to internal
customers.
 Large investigations in partnership with external software providers for mass faults (priority 1 faults)
 Pro-active information sharing and reporting to internal stakeholders
 Dedicated out of hours’ phone respondent for weekends and national holidays.
 Set up of colleagues ‘work from home’ connections on personal hardware via dedicated Citrix interface
portal.
 Download and set up of software to Lenovo network units for new starters.
 Network maintenance for both cable and mobile networks alongside internal and external technicians
2007 - 2011 - Specialist Collections Adviser - Virgin Media (previously Telewest)
● Part of the Credit & Collections office in Contact Management for Virgin Media Payments Ltd

2. ● Telephony based inbound and outbound customer contact environment and associated systems
● Assisting customers to manage account arrears
● Agree and implement flexible payment schedules or service offers in order to lift service restrictions,
recover revenue and retain customers
● Piloting and testing of new outbound systems in conjunction with business process change
● Creation of internal work-flow definitions and staff training documentation - later adopted nationwide
2007- 2007 - Credit Risk Assessor - Virgin Media (previously Telewest)
Duties as per above, including:
● Risk assessment of potential customer accounts using external credit reference agencies and internal
legacy customer records.
March 2007 - August 2007 - Collections Account Manager - NCO Financial Services
● Debt recovery within an inbound and outbound customer contact team
● Assisting Orange Mobile and Broadband customers with accounts in arrears over 12 months
January 2007 - March 2007 - Grill Chef - Harvester Restaurants
● Preparation and cooking of meals from an extensive menu
● Working within a high pressured and fast paced environment
● Supporting and motivation of a skilled team to deliver high quality standards
● Developing strong communication and organisational skills
● Responsible for Health & Safety within the kitchen area including equipment safety checks
June 2006 – January 2007 – Kitchen Manager - The Harvester Public House (private)
● Responsible for all aspects of catering at a privately owned Public House
● Creation and continued development of a high quality, six-day lunchtime and evening menu
● Recruitment and management of kitchen and front of house staff
● Working directly with customers to ensure satisfaction levels remained high and making changes as
required
● Ownership of catering budget working with the business owner to ensure the kitchen remained
profitable
March 2005 - May 2006 – Customer Service Officer - LloydsTSB Bank
● Customer facing service role at a branch level assisting customers with daily banking transactions.
● Dealing with customer referrals to relevant advisers and sales staff for advice on products and
services.
September 2000 – February 2005 – Duty Manager & Business Unit Manager - Whitbread Restaurants
● Duty manager at Brewster’s pub/restaurant attached to a Travel Inn Hotel
● Role expanded after 12 months to Relief Manager covering South Birmingham, Staffordshire and
Cheshire and the Wirral
● Responsible for service across the regions’ restaurants and hotels
● Management of weekly accounts, staff wages, P&L reporting and cash / hours budgets
● Implementation of an on-line automatic stock, sales and ordering platform
● Progressed to fully manage a Restaurant & Hotel site taking responsibility for the business operation
including sales forecasting and operating budgets
● Consistently exceeded sales targets whilst staying at or below operating costs
Qualifications
● 5 GCSE Qualifications at Grade C and above
● NVQ Level 2 - Hospitality & Catering Management
● National Licensees Certificate & British Institute of Inn keeping Associate exams
Interests

3. My hobbies include sports especially football and motor racing. I do not manage to attend as many games or
live races as I would like to however I do follow a lot of sports on TV. I enjoy reading, especially murder mystery
& investigation novels. I go to the gym at least twice a week.
I have a wide appreciation of music and enjoy going to live events mostly rock / guitar based bands &
performances of classical music. I try to attend Birmingham Symphony Hall a couple of times a year.
References
Available on request.