Customer service guided by compassion

Treating others with compassion, the same way she would treat her family, is the philosophy that guides Estella Donna Gray, a Customer Service Representative 2 at the Water and Sewer Department (WASD).

“Customers come here every day with questions or concerns about their bill,” Gray explains. “My role is to listen, understand and assist them.”

Since joining WASD at the Joseph Caleb Center in 2013, Gray has become a cornerstone of the team. Her career with WASD began in 1996 as a meter reader and over the years, she has continually demonstrated her commitment to service.

“Serving the community is what motivates me every day,” she said.

Her dedication hasn’t gone unnoticed.

“Over the years, I’ve had customers return whenever they need assistance,” Gray shared.

One Miami-Dade County resident summed up Gray's exceptional service in a handwritten note.

“Dear Donna, I just want to thank you for your assistance. Your patience and attention to detail made the process so much smoother and I truly appreciate the time you took to help me. Thank you again for your outstanding support.”

Though grateful for the recognition, Gray is quick to share credit with her team, she explained that everyone on that team is dedicated to the customers.

Her kindness and professionalism extend beyond her customers.

“Donna has a great work ethic and is always willing to assist," collegue, Gwendolyn Thomas-Clayton said. "Her experience helps a great deal when assisting customers. She gives me comfort and assurance that whatever task comes her way, she is ready and willing to assist. I greatly appreciate her.”

When Gray isn’t helping the residents of Miami-Dade County, she finds joy in the simple things in life like reading, watching TV, taking walks in the park and attending church services.

Gray embodies the spirit of service, compassion and professionalism.