The City's Employee Spotlight series recognizes and celebrates our people and the great work they do serving the residents of Thunder Bay.
February Employee Spotlight: Susan Morgan
Storms and sunrises are some of Susan Morgan’s favourite things.
She feels lucky to have an open view of the dynamic skies that frame the Sleeping Giant from her office where she works as a Water Revenue Analyst in the City’s Revenue Division.
“Sometimes, if I’m early enough in the morning, I’ll pull into Marina Park and snap some photos,” she says, “and I often walk along the waterfront during my lunchbreaks, it’s a beautiful place.”
Susan began at the City 30 years ago as a high school student in a co-operative placement with Thunder Bay Fire Rescue, which then led to some temporary positions in Community Services and Parks and Recreation before joining Revenue in 1994. There, she worked as a Cashier and Billing Clerk before becoming a Water Revenue Analyst in 2007.
Her role includes the coordination and processing of all water bills for the City including residential, commercial and City properties. She works closely with her team throughout the billing cycle to ensure water meters and readings are accurate and aligned with payment schedules.
“The work is cyclical in nature where we are balancing today’s billing cycle while preparing for the next, so there’s always a lot to do, which can be challenging, but we have a good system and a good team that gets it done.”
While Susan often works independently, she relies on a wider team, including clerks, meter readers, and staff from other areas such as Sewer & Water, and Development Services, who together share key responsibilities to successfully complete the billing process.
“I’ve always gravitated to customer service,” says Susan. “I like anticipating the needs of people and working with my team to find answers and ways to always improve.”
Employees are encouraged to nominate a colleague for an upcoming Spotlight and help shine a light on the great work underway at the City. Send submissions to rebecca.eras@thunderbay.ca
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