Jessica Huleatt is the Customer Service Manager for the City of Flagstaff,AZ a role she has been in for three years. She oversees the customer service and meter reading teams. Prior to joining the City, Jessica was General Manager at the local multi-plex theatre for 17 years. Her background in hospitality and guest service in the private sector gives her an unique perspective to municipal customer service, especially working with delinquent customers. Jessica obtained her bachelor's degree in business administration from Northern Arizona University and plans to pursue her master’s in public administration starting Spring 2022. Outside of work Jessica enjoys spending time in beautiful Flagstaff with her fiancé and 8 year old daughter.

Flower McCaleb is a Supervisor with 21+ years of experienced in Customer Service who is driven by her passion for providing the best service to everyone she interacts with on a daily basis. As a Supervisor for the City of Durham Water Department, Flower assists customers in getting back on track with their payments and finding long term solutions for their individual needs. In addition to her primary job functions, Flower has been recognized by her management team for her highly effective time management and interpersonal skills and was appointed to the Advisory Team of AccessH2O due to her input of ideas and recommendations to the newly formed nonprofit on how to improve processes to benefit the customers of Durham. Outside of work, Flower loves spending time with her husband and their three beautiful children.

Natalia Agrela has 25+ years of experience in software implementations and is currently a Client Partner at SAP working with Utilities. She is passionate about the Energy and Utility market and all the innovations that are taking place in this space but more than anything she is passionate about helping her clients succeed in their endeavors. Natalia’s roles in delivery and sales brought her to live and work internationally in the U.S., U.K., Ireland, Italy, Romania, Portugal, Colombia, Spain, Belgium and France, allowing her to fulfill her other passion which is learning about other cultures and bridging the understanding gap between individuals.

Tarja Nummela is the Customer Service Manager with the City of Tempe. She has her BS in Marketing and MBA in International Business.  Tarja has over 25 years of Water Utility experience.   She currently manages the Customer Service Division; responsible for Utility Billing, City Cashiers, and Meter Reading.  Her experience includes multiple system implementations of CIS, IVR/IWR, Meter Reading Systems including Tempe’s recent AMI installation, and other utility related projects. She has been a speaker on change management, customer engagement, and AMI project experience for AZ Water Annual Conference, UMC, CS Week and Itron Utility Week.  Tarja is a member of the Customer Service Subcommittee of the American Water Works Association and AZ Water Customer Service Committee.   Outside of work, Tarja enjoys spending time with friends and family in Finland and being a doting mom to her teenage daughter.

Heidi Hackett is currently the Utility Finance Manager with the City of Durham North Carolina, Department of Water Management. Water Management provides safe clean drinking water and sanitary sewer services to over 95,000 customers and around 250, 000 residents and businesses. Heidi is an accomplished finance and customer service professional, with more than 30 years of diverse experience.   She previously served as the Finance and Customer Service Director for the Town of Hillsborough North Carolina and as the Finance and Customer Service Manager for Orange Water and Sewer Authority in Chapel Hill North Carolina. She is passionate about helping others and volunteers on several boards and committees. Heidi graduated from Bentley University with a BS in Management and completed her Masters of Business Administration at the University of Phoenix. Additionally, she is a Certified Local Government Finance Officer. Outside of work, Heidi enjoys traveling, hiking and spending time with friends and family. She is married, has six children and three granddogs.

Duncan Rice serves as the Utility Services Manager for the City of Surprise in Arizona. In his current role, Duncan oversees the operation of all Customer Service, Utility Billing, and Field Meter Services. He studied at Central Washington University where he earned a Bachelor’s degree in business administration. He is a native to Phoenix, Arizona but recently moved from Washington State after 20 years with his wife and two dogs. Duncan’s career has been in the Utilities industry with a concentration in leadership for the last 10 years. His passion is to serve communities by delivering innovative public service with exemplary customer service, integrity, professionalism, and sustainable economic growth. Duncan currently serves on multiple education, safety, and utility advisory boards in Washington and Arizona. He is dedicated to find creative solutions to better serve communities.