Caleb Dallaway

I have over 3 years experience resolving complex issues across multiple systems in a fast paced environment. Recognised as a subject matter expert and mentor, with experience training new team members, improving workflow efficiency and improving team capability through creating internal guides and knowledge sharing.

Smart Meter Advocate - E.ON Next (via Sigma Connected)

(2023-04)

• Investigated and resolved complex smart metering cases, including firmware issues, connectivity failures, and data discrepancies.
• Used multiple systems (Kraken, Business Orchestration Layer, ECOES, XOSERVE, DCC interfaces) simultaneously to diagnose and resolve technical issues.
• Acted as a go-to technical expert within the team, supporting colleagues, leadership and operations managers with high-priority and escalated cases.
• Identified recurring issues, reproduced bugs, and provided detailed examples to support resolution and process improvements.
• Collaborated with team leaders and operations managers to resolve time-sensitive and complaint-driven cases.
• In March 2024 onwards I was selected to train and onboard any new team members due to strong technical knowledge and performance.
• Created internal troubleshooting guides to improve team self-sufficiency and consistency.
• Provided ongoing mentorship, becoming a trusted escalation point for complex technical queries.
• Supported colleagues on newly introduced AI support tools, improving usability across teams.

Customer Advisor - E.ON Next (via Sigma Connected)

(2022-08 - 2023-04)

• Handled customer calls in a high-volume, back-to-back environment, alongside email support.
• Responsible for a 'one and done' approach ensuring that I took ownership of all customer journeys from the initial phone call through to resolution.
• Resolved billing, account, and service issues while maintaining high customer satisfaction scores.
• De-escalated frustrated customers using structured communication techniques and clear problem-solving.
• Investigated account and billing issues in real time using internal systems.

GCSE - Maths (B), Physics (B), English (C), Chemistry (C), Biology (C), Media Studies (C), BTEC ICT (Merit) - Kingshurst CTC Academy

International Baccalaureate - Maths (4), English (4) - Kingshurst CTC Academy