Compassion and Empathy

“Being an advocate for our customers and showing them empathy and compassion” is how Yanima Rivero, a Customer Service Manager in the Office of Public Engagement at the Water and Sewer Department (WASD), approaches every interaction. With more than 25 years of service, all with WASD, Yanima has built a career showcasing dedication and growth. “Miami-Dade County is a great place to work,” she shares. “I began as a clerk 26 years ago this September, and I’ve had the opportunity to grow and work in different divisions within WASD. From Customer Service and the Deputy Director’s Office to Business Processing, and now the Office of Public Engagement, I’ve stayed true to my roots here at WASD.”
 
In her current role, Yanima assists Miami-Dade County residents with constituent requests. “These requests typically come through our elected officials, such as County Commissioners or the Mayor’s Office, as well as from the Director’s Office,” she explains. “I’m tasked with helping individuals with whatever issues or concerns they may have.” From service concerns to billing issues, Yanima serves as a key point of contact, helping residents find resolution. She emphasizes the importance of approaching each interaction with empathy and compassion: “We don’t know what situations or hardships people are facing, but I always assure them that I will do everything possible to resolve their issue or provide detailed steps on how to move forward.”
 
Recently, a resident shared an email highlighting the impact of Yanima’s work: “I’m writing to commend an amazing team member, Yanima Rivero. We had an issue that required someone to dedicate time and care to address it. Ms. Rivero was professional, understanding, and compassionate. She took the time to resolve our needs and is a true testament to the fantastic team at WASD. We are very grateful.” Yanima credits her faith and her commitment to helping others as the foundation of her approach. “Anyone I’ve assisted over the years knows that I explore every possible avenue and share all available solutions to help resolve their concerns,” she adds.
 
Outside of work, Yanima enjoys staying active through spinning and boating and is an avid reader of paranormal fiction novels. Her advice to others is “enjoy what you do, never give up, and pursue your goals. You can accomplish anything you set your mind to, as long as you do it the right way.”
 
Keep THRIVING, Yanima!