Autumn is the Utility Billing Manager at Rochelle Municipal Utilities (RMU), where she works at the intersection of customer service, technology, and utility operations. She believes great customer service is about more than answering questions or resolving problems—it’s about listening, building trust, and finding ways to make things easier for customers. Through her work, she focuses on improving processes, empowering her team, and finding practical ways to balance customer needs with the day-to-day realities of running a municipal utility. She enjoys exploring new ideas and learning from others to continually improve how RMU serves its community.