Supervisor sets the bar high

Mayling Fernandez is a Customer Service Supervisor 1 at the Miami-Dade Water and Sewer Department (WASD). She is an effective leader with a team of thirteen serving our residents.

“We handle all kinds of situations with our customers,” Fernandez said. “Ultimately, we want to be responsive and help each individual. We work together to keep customers connected to water services.”

“Mayling is a hands-on supervisor who ensures every customer's needs are met," according to one of her team members. "She embodies WASD’s mission to care for all our residents and brings genuine care to each interaction and ensures our customers feel valued and heard.” 

“I encourage the team to think outside the box and stay within the procedures and protocol," Fernandez said. "It requires balance, but empowering them provides members with a sense of ownership and responsibility. It also develops a strong work ethic that includes reliability. It’s what our customers deserve and that's our best.” 

Fernandez grew up in South Florida and feels a strong connection to our community and WASD. She worked in the pet supply industry for many years prior to bringing her customer service skills to the County in 2017. She has also been able to work in several different areas, including handling constituent complaints for the Mayor’s Office and Commissioners. She gathered knowledge and built relationships that contributes to her success today.

“It is essential to welcome coaching opportunities and build a strong team,” she said. “I believe every interaction matters. Sharing knowledge is essential to supporting the needs of our residents.”

“I’ve gained so many skills and so much confidence,” the team member added. “Mayling sets the bar high with her strong work ethic and commitment. She encourages all of us to push beyond our comfort zones and strive for excellence.”

Interestingly enough, Fernandez expressed her appreciation.

“I have been lucky enough to encounter and work under supervisors that have mentored me and allowed me to develop my strengths and goals,” she expressed.

When not at work, Fernandez enjoys traveling. She has visited many places around the world but was wowed by her recent visit to Alaska.

“It was just incredible,” she said. “We traveled by helicopter to the top of a glacier and joined a dog sledding team. Between the huskies, the mountains and the snow, I’m not sure what I enjoyed most. It was quite the adventure.”

Back home, Fernandez rescues dogs and cats and helps to get them rehomed via a few amazing rescue groups.

“I’m truly passionate about animals," she said. "Being able to do this makes me happy and saves and protects deserving creatures who need a safe place to grow.”