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 spent over 25 years of Water Utility experience, with the last 19 years in the City of Tempe.
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.
Amanda Jones has 7 years of experience in the water industry and is currently the Business Services Coordinator for Marana Water. In her current position,she oversees customer service, finance, and community engagement for a growing water and water reclamation utility.
She is a Trustee-at-Large on the AZWater AWWA board, active on the UMC Young Professionals Summit programming committee, co-chairs the Water For People golf event in the Arizona section, is the 2020 AZ Water Young Professional of the Year, created a Womxn in Water professional development group, and is a member of the 2021 Duke University Water Innovation and Leadership Development Program.
Amanda has Bachelor’s and Master’s degrees from the University of Arizona, and in her spare time she loves to sing, work out and listen to podcasts.
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.
Chona Emerson is an industry and product strategy leader with expertise in utilities customer care and billing operations. She has over two decades of experience working with electric, gas, and water utilities worldwide to help solve challenges and problems through business process improvement and software design/implementation.
She and her husband are enjoying newly retired life in her home country of the Philippines where she continues to focus on the utility industry through her love of volunteerism. Prior to AccessH2O, Chona was a Director of Product Strategy at Oracle Utilities Global Business Unit.
Bob Cooke has a distinguished career in both credit and collections as well as utility operations. As former Vice President for AT&T's credit card operations and Citibank, Bob married operational efficiency from his days as a Marine with compassion to the customer.
Bob’s recent work includes the marriage of the customer’s need for anywhere/anytime self-servicing with the utility’s desire to migrate to cost-effective digital channels resulting in lower expenses and increased customer satisfaction. He has also introduced “affordable” payment options which help customers to remain current, and reduces delinquency and severance actions.
His outside activities include his family's passion for activism and enjoying time with his wife and about to leave the nest college-bound daughter.