Caleb Dallaway

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.

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