Raleigh Water Employee March 2025 newsletter

Contributed by: Nikki Evans & Angela Hodges

Congratulations Susan Decker! Susan recently retired with 27.5 years of service. Susan started her City career in 1997 in the Finance - Revenue Division as the Payment, Mail Room and Cashier Supervisor. She brought innovation and ideas and helped move the Division from completely manual processes to more efficient automated methods. She was quickly promoted, moving up until becoming the Utility Billing Manager. She successfully led the Division through rapid growth and numerous changes, such as integrating billing for solid waste services, stormwater, six merger communities, moving to a new location, and transitioning to Raleigh Water. Susan has effectively managed several significant technology projects during her tenure including developing the Interactive Voice Responsive (IVR) phone call tree, implementing Oracle ’ s Customer Care & Billing application plus several upgrades, the customer web self - service portal, and building a training curriculum. Susan worked tirelessly always moving us forward, focused on the work but also taking the time to show how much she valued her staff by making everyone feel included and important. Customer Care & Billing, Raleigh Water, and the

City of Raleigh owe Susan a huge THANK YOU for all she has accomplished! She will be missed in her former role but we are thankful that she will still be assisting the billing team part - time with special projects after her retirement. She is also very active in helping out with charity and volunteer work with a local non - profit animal rescue, Paws for Life NC.

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