Sala Gray
Johnsonville,NZ
Summary
Results-driven and highly experienced Faults Dispatcher with a strong background in electricity network operations, customer service, and technical coordination. Proven ability to manage reactive and planned faults, prioritise workloads, and support field teams in high-pressure environments while meeting strict service performance targets. Recognised for clear communication, sound decision-making, and a flexible, self-directed work style. Brings extensive experience across utilities, telecommunications, insurance, and service centre roles, with a consistent focus on safety, accuracy, and customer satisfaction.
Overview
25
25
years of professional experience
Work History
Reactive Conroller
Omexom
Silverstream, Upper Hutt
04.2025 - Current
1. Fault and Service Request Management.
- Receive, assess, and administer all incoming electricity fault and service requests from Wellington Electricity clients, and stakeholders.
- Ensure service requests are properly logged, prioritised, and tracked through to job closure and billing. Adzuna
- Efficiently dispatch field crews and resources based on priority, response time goals, and operational needs.
- Monitor fault response times and shift tasking to meet service level expectations. Adzuna
- Maintain proactive and clear communications with:
Field crews
Supervisors and leadership
Internal teams (e.g., IT support, applications specialists)
External clients regarding fault restoration status - Capture accurate operational data and updates for reporting. Adzuna
- Maintain dispatcher rosters, ensuring coverage and smooth rotational shifts.
- Provide Level-1 support for IT issues affecting field mobility systems, escalating unresolved issues appropriately. Adzuna
- Capture and maintain accurate data related to faults, dispatch actions, crew movements, and resolution outcomes.
- Contribute to operational metrics, key performance indicators (KPIs), and continuous improvement insights. Adzuna
- Build and sustain strong working relationships with crews, supervisors, internal teams, and clients.
- Act as a reliable point of contact between operational field activities and client requirements. Adzuna
- Understand and work within established operational, quality, and customer service processes.
- Propose and participate in improvements to dispatch, communication, and response workflows where appropriate. Adzuna
Faults dispatcher (Wellington Electricity)
Northpower Limited
Wellington, NZ
02.2011 - 03.2025
- Co-ordinate dispatch of faults staff for reactive work and booked appointments.
- Ensure all administrative tasks supporting dispatch are completed.
- Provide assistance to supervisor for escalation of issue for Dispatch (eg. Feeder Faults, Storm, Alerts, Oil spillages, Low Voltage/High Voltage).
- Regular Liaison with call centre to ensure effective co-ordination of dispatch and customer service.
- Ensure effective communication between field staff and dispatch during the shift and when handing over to the next 'shift'.
- Data collected and entered accurately and target times achieved, Faults staff used efficiently and target times are met.
- Updating and inputting information for activity reports for supervisor.
- Completion of faults invoicing.
- Keeping customers informed according to Wellington Electricity service performance levels.
- Verbal and written communication throughout the shifts via daily reports & emails.
- A service provider to Northpower’s Faults and Maintenance team to ensure prompt response to fault repairs on the electricity network in Wellington.
Corporate Partnership Claims Advisor
IAG Insurance
07.2009 - 02.2011
- To Proactively contribute to achieving required customer satisfaction levels by responding to customers queries, initiating claims settlement and mitigation via internal and external service providers.
- Registering claims and arranging for a specialist to visit the claimant.
- Approve expenditure by the client to mitigate the cost of a claim.
- Refer claims to a negotiator or technician when the circumstances exceed personal delegations or capabilities.
- Contacting and arranging settlement of a non-complex claims to the mutual satisfaction of both parties, within the appropriate policy terms and delegations.
- Assist with the settlement of complex claims by proactively recommending solutions.
- Carry out other tasks required by the Claims Team Manager.
- Answering high volumes of calls coming through to the call center and directing.
Business Install Co-ordinator
Downer EDI Engineering contractor to TelstraClear Limited
03.2007 - 05.2009
- To co-ordinate, manage and provide solutions for business installs and work activity between work groups and wholesale suppliers under the TelstraClear Ltd agreement.
- Work within TelstraClear Health and Safety policy and maintain a safe and healthy work environment.
- Dispatch and coordinate all network installation and 'Moves, Adds and Change' work to external Wholesale suppliers including validation and correction to requests.
- Coordinate between the Sales channels and Contact Centre to Telecom to meet customer service demands, commitments and expectations.
- Ensure that feedback is provided to the appropriate channels with respect completions dates and any potential delays in order to set customer expectations.
- Undertake resource coordination, planning, organisation and utilization of staff resources to meet or better team objectives for service delivery.
- Receive and Quality check orders into Clarify from Sales, both internal and external to the company.
- Initial point of contact and escalation for installation issues that impact Business installs and Service Deliveries, meeting TelstraClear's customer’s expectations and exception management issues.
- Delivery – Purchase requisitions (bond carts), submitting contract registrations, and authority to bill advices, maintaining customer support schedules & their service levels.
- Network Maintenance Resigns on a National basis via telesales - Pricing and providing customer with quote.
- Face to face sales for Wellington customer resigns and MACs - Pricing and providing customer with quote/Variations or new contracts.
- Administration and pre-calling for Telstraclear Residential Installations.
Contractor/Technical Support
Astute Limited
11.2003 - 03.2007
- Provide first-line technical support by receiving, logging, and responding to technical issues via phone, email, or ticketing systems.
- Troubleshoot and resolve common technical issues related to software, hardware, systems, or connectivity, escalating complex problems when required.
- Maintain accurate documentation of support requests, resolutions, and troubleshooting steps in the support system or knowledge base.
- Communicate clearly with users and stakeholders, providing updates on issue status, resolution timeframes, and outcomes.
- Collaborate with internal teams (IT, engineering, vendors) to ensure timely resolution of incidents and continuous service improvement.
Helpdesk Support
Indeserve Limited
Wellington, NZ
09.2002 - 10.2003
- Provide first-line technical support by receiving, logging, and responding to technical issues via phone, email, or ticketing systems.
- Troubleshoot and resolve common technical issues related to software, hardware, systems, or connectivity, escalating complex problems when required.
- Maintain accurate documentation of support requests, resolutions, and troubleshooting steps in the support system or knowledge base.
- Communicate clearly with users and stakeholders, providing updates on issue status, resolution timeframes, and outcomes.
- Collaborate with internal teams (IT, engineering, vendors) to ensure timely resolution of incidents and continuous service improvement.
Service Centre Representative
Telstraclear
Wellington, New Zealand
08.2000 - 08.2002
- Handle inbound customer enquiries
Answer phone calls, emails or live chats from customers, providing accurate information about products, services, billing, and general questions. Randstad - Resolve issues and complaints
Assist customers by troubleshooting problems, resolving complaints where possible, and escalating more complex issues to appropriate teams. Randstad - Record and update customer information
Log all interactions, updates, and resolutions into the service centre’s systems to ensure accurate records and support continuity of service. Randstad - Provide product/service guidance
Offer advice and guidance to customers on using products or services, including explaining features, policies, and procedures. Randstad - Collaborate with internal teams
Work with technical support, billing, or field teams to help resolve issues, coordinate responses, and improve overall customer outcomes. Randstad
Education
Certificate - Kiwi Host Travel & Tourism
Porirua College
Porirua, Wellington, New Zealand01.1998
Skills
- Faults dispatch & network coordination
- Prioritisation & time management
- High-pressure decision making
- Strong verbal & written communication
- Customer & stakeholder service
- Field staff & resource coordination
- Problem solving & escalation handling
- Data accuracy & reporting
- Multitasking & operational awareness
- Technical systems & support knowledge
- Teamwork & cross-functional collaboration
- Adaptability & self-directed work style
Accomplishments
• Student Council Representative
• Made the Wellington Women’s Secondary School’s rugby team in 1997
• Captain of the Senior Girls Volleyball Team in 1998
• Leader of the Samoan Polynesian Group
• Certificate in Kiwi Host Travel and Tourism.
• Made the Wellington Women’s Secondary School’s rugby team in 1997
• Captain of the Senior Girls Volleyball Team in 1998
• Leader of the Samoan Polynesian Group
• Certificate in Kiwi Host Travel and Tourism.
Reference
- Diana Draghici, Coordinator, 021 240 5135, diana.draghici@omexom.co.nz
- Dion Whitehouse, Reactive & Vas Manager, 021 734 904, dion.whitehouse@omexom.co.nz
Timeline
Reactive Conroller
Omexom
04.2025 - Current
Faults dispatcher (Wellington Electricity)
Northpower Limited
02.2011 - 03.2025
Corporate Partnership Claims Advisor
IAG Insurance
07.2009 - 02.2011
Business Install Co-ordinator
Downer EDI Engineering contractor to TelstraClear Limited
03.2007 - 05.2009
Contractor/Technical Support
Astute Limited
11.2003 - 03.2007
Helpdesk Support
Indeserve Limited
09.2002 - 10.2003
Service Centre Representative
Telstraclear
08.2000 - 08.2002
Certificate - Kiwi Host Travel & Tourism
Porirua College