Kerrie-Anne Waddell
Marcoola,Australia
Summary
Experienced and dependable Control Room Operator with over seven years of hands-on expertise in water and sewerage operations at Unitywater. This includes 14 months as a Network Isolation Planner and over two years in secondment roles as Control Room Team Leader.
Proven track record in leading shift operations, managing incidents, and supporting team performance in fast-paced, high-pressure 24/7 environments. Recognised for strong situational awareness, attention to detail, and a calm, methodical approach under pressure—ensuring network control and consistent service delivery. Technical expertise in SCADA, GIS, CMMS, and isolation planning, with a strong commitment to collaboration, safety, and regulatory compliance.
In addition, over 10 years of diverse experience in finance, insurance, administration, and sales, with proven strengths in analytical thinking, organisation, and customer service. Recognised for effective collaboration, data-driven decision-making, and maintaining high performance under pressure in dynamic, fast-paced environments.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Control Room Operator
Unitywater
02.2020 - Current
- High level of system thinking and situational awareness to monitor, examine and identify linkages and interactions between SCADA alarms and events. Efficient and effective in recognising lead indicators of network faults.
Isolation Planner
Unitywater
09.2023 - 11.2024
- Utilise operational systems to develop comprehensive isolation plans for Planned Network Interventions, identifying potential impacts on the network and customers. Ensure appropriate measures are implemented to minimise disruption, maintaining network integrity and supporting a positive customer experience.
- Created and planned detailed isolation plans ensuring safe and efficient operations during planned shutdowns of Unitywater's network.
- Ensured that safe drinking water requirements and water quality risks were mitigated and any potential for dirty water, flushing plans implemented.
Control Room Officer
Unitywater
07.2017 - 02.2020
- Performed 24/7 real-time network monitoring and dispatching of work for Unitywater’s potable water, recycled water, sewer reticulation, and operational technology networks to ensure regulatory compliance and deliver a high-quality customer experience."
- Efficient and high level of situational awareness to guide network repair and restoration works in line with safety policies and procedures, ensuring optimal customer service and efficient resource utilisation.
- Undertake all administrative tasks to support efficient response to reactive events. Understanding support services and equipment required, (eg excavators, vacuum tankers, traffic management, BYDA.)
- Facilitate and liaise with key stakeholders to ensure works both reactive and planned are co-ordinated effectively to minimise customer impact.
- Played a key role in the successful handling of various emergency situations, providing critical support and coordination to ensure swift resolution and minimal impact on operations. (eg Trunk Water Main Repair Bribie Island Rd)
- Supported emergency response efforts by providing real-time updates on evolving situations to the Incident Management Team, led by Network Operations Manager.
- Effective communications skills both written and verbal, ensuring communication is relevant, structured and consistently reflects Unitwater's brand, ethics and values.
- Actively support and role model Unitywater’s Work Health and Safety (WH&S) policies, procedures, and practices, ensuring compliance with current standards and fostering a safe working environment.
Dispatch Officer/Scada Operator
Unitywater
05.2017 - 07.2017
- Dispatching of service requests, ensuring correct priority for allocation of crews.
- Monitoring and control of the water and sewer reticulation through operational technology networks.
- Monitoring and coordination of unplanned outages and restoration of the network.
- Dial before your dig, arranging traffic management and equipment to support reactive works.
- Liaising with stakeholders to ensure quality customer experiences.
- Comply with regulatory obligations in relation to safe drinking water requirements and environmental requirements in relation to sewer spillage or overflows.
- Use of MS office suite, Unify, Intranet, Objective, Unimap (GIS), Maximo (CMMS), Scada.
Customer Service Officer
Unitywater
05.2015 - 05.2017
- Customer enquiries – Billing, Metering, Development, Private Works, GIS, Reactive Maintenance and Emergency interactions.
- Sound knowledge of reactive job prioritising
- Inter departmental liaison and relationship building
- Real time monitoring of customer calls through Webcc
- Knowledge and understanding of Unitywater’s regulatory obligations
- Training and mentoring of new staff and within the Contact Centre
- Supervisory support roles such as floor walking
- Use of MS office suite, Unify, Intranet, Objective, Unimap, Global View
- Retail Services staff engagement team (REAL) - Customer Service Representative
- Digital Meter Pilot – Customer Service Representative
- Customer Scripting Improvement – Customer Service Representative
Sales & Service Consultant
Suncorp Bank
09.2009 - 05.2015
- Use of Ms Word, Excel, MS Outlook, Protect, Insure, Hogan, Sun Loans, ALFI, Citic, Citrix, Intranet
- General and Business Banking enquires, Account Opening and Know your Customer identification
- Interpret the Banks Banking Procedure Manual and Implement the procedures
- Management of Branch Term Deposit Portfolio
- Personal Lending, credit applications processing and funding
- Interpret Credit Risk Policies and Implement the procedures
- Financial Hardship applications and processing
- Branch reporting through Cognos and Hogan
- CRM reporting for sales statistics and term deposit management
- Needs Analysis to identify sales opportunities
- Ensure sound working relationships with the team, management, internal support, external parties. Exceeding sales targets in General Insurance, Lending, Banking and Wealth related opportunities
- Effective ability to plan and prioritise work loan to meet demands and needs of customers through face to face dealings, over the phone and email communications
Client Services Manager
Networth Financial Planners
08.2007 - 11.2008
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Excellent organisational skills to ensure time related deadlines were reached.
- Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
- Administrative support and assistance to Financial Planners.
- Collation and presentation of Statement of Advice documents.
- Assistance with the presentation of Statement of Advice Plans.
- Superannuation Fund comparisons.
- Follow up on external Superannuation rollovers and administrative requirements.
- Co-ordinate and arrange client seminars and functions.
- Organise travel arrangements for Financial Planners.
- Stationery maintenance and ordering.
- Prepare correspondence and compile bulk mail outs to clients.
- Use of MS Word, Excel, MS Outlook and Hillross Financial Services systems and in house data base.
Sales Consultant/Team Leader
Oasis Homewares
05.2005 - 12.2007
Relationship Officer, Loans Centre
City Coast Credit Union Ltd
01.2001 - 01.2005
Relief Loans Officer/Branch Manager
City Coast Credit Union Ltd
01.1998 - 01.2001
Senior Member Service Officer/Loans Officer
City Coast Credit Union Ltd
01.1994 - 01.1998
Accounts Clerical Officer, Area Office
Department of Community Services
01.1992 - 01.1994
Secretary to the Chief Executive Officer, Area Office
Illawarra Developmental Disability Services
01.1990 - 01.1992
Clerical Assistant
Wollongong Community Health Centre, Illawarra Health Service
01.1989 - 01.1990
Education
High School Certificate - undefined
Berkeley High School
Wollongong, NSW01.1988
Skills
- Scada operation, proficient ability to operate systems to monitor and control functions to operate the water distribution and the wastewater network
- Equipment monitoring, understand how to track and interpret data from flow meters, pressure sensors and level indicators System use like TaKadu, I20
- Process knowledge, of water treatment (filtration, chlorination, etc) and wastewater treatment and network (aeration, chemical dosing MHL, gravity and pressure flows)
- Data Analysis & Troubleshooting, ability to interpret data trends to identify anomalies or inefficiencies
- Decision Making, quick to make sound judgments under pressure and maintain operational security
- Incident Management, effective management of reactive Incident management and reporting
Certification
- 2014 – Apply Senior First Aid, Surf Life Saving Queensland
- 2013 – Age Managers Certificate, Surf Life Saving Queensland
- 2009 – Senior First Aid, ABC Licence Training Pty Ltd
Accomplishments
- 2010 – 2015 Multiple Internal Suncorp Sales competitions for Sales and Lead Generating
- 2007 – Top Sales Consultant for 2006/2007, Oasis Homewares
- 2006 – Highest Winter Sales Consultant, Oasis Homewares
Timeline
Isolation Planner
Unitywater
09.2023 - 11.2024
Control Room Operator
Unitywater
02.2020 - Current
Control Room Officer
Unitywater
07.2017 - 02.2020
Dispatch Officer/Scada Operator
Unitywater
05.2017 - 07.2017
Customer Service Officer
Unitywater
05.2015 - 05.2017
Sales & Service Consultant
Suncorp Bank
09.2009 - 05.2015
Client Services Manager
Networth Financial Planners
08.2007 - 11.2008
Sales Consultant/Team Leader
Oasis Homewares
05.2005 - 12.2007
Relationship Officer, Loans Centre
City Coast Credit Union Ltd
01.2001 - 01.2005
Relief Loans Officer/Branch Manager
City Coast Credit Union Ltd
01.1998 - 01.2001
Senior Member Service Officer/Loans Officer
City Coast Credit Union Ltd
01.1994 - 01.1998
Accounts Clerical Officer, Area Office
Department of Community Services
01.1992 - 01.1994
Secretary to the Chief Executive Officer, Area Office
Illawarra Developmental Disability Services
01.1990 - 01.1992
Clerical Assistant
Wollongong Community Health Centre, Illawarra Health Service
01.1989 - 01.1990
High School Certificate - undefined
Berkeley High School
Similar Profiles
Denise TrundleDenise Trundle
Change Management Consultant at UnitywaterChange Management Consultant at Unitywater
Corrina ForbesCorrina Forbes
CUSTOMER SERVICE OFFICER at UnitywaterCUSTOMER SERVICE OFFICER at Unitywater
Vanessa JamesVanessa James
Branch Administration Officer – Customer Delivery at UnitywaterBranch Administration Officer – Customer Delivery at Unitywater
Jessica AndersonJessica Anderson
Veterinarian at Burpengary VetsVeterinarian at Burpengary Vets
Ella DonoghueElla Donoghue
Bottle Store Attendant at BWSBottle Store Attendant at BWS