At Fusion CX, we believe true transformation starts with the people. It is the dedication and contribution of our incredible workforce that defines who we are, and this month, we are thrilled to shine the spotlight on one of our exceptional CX specialists – Christian B. Icatlo from Manila, whose unwavering commitment, passion, and energy are reshaping what it means to go the extra mile, delivering excellent services and experiences to our customers.
Christian creates memorable experiences in every interaction. So, what is his secret? It’s simple: he genuinely cares about the customers, their experiences, and how to make a meaningful difference in people’s lives. This dedicated customer experience professional works tirelessly to manage a high volume of inquiries with a calm and empathetic demeanor, no matter the challenge! Join us as we explore his story, his approach to customer experience, and what drives him to go above and beyond day after day.
A Day in the Life of Christian B. Icatlo: Passion, Purpose, and Productivity
Christian’s day does not start with a routine. It starts with purpose. He shares, “I begin my day by reviewing my to-do list, prioritizing tasks, and setting clear goals to ensure I’m focused on what needs to be done.” His intention is clear – “stay organized, yet flexible enough to handle whatever comes his way.” A quick review of his tasks and a few deep breaths, and he’s ready to face the day’s challenges. Christian prioritizes tasks based on urgency and importance. His morning routine includes assisting colleagues to take calls for a few hours. He takes short breaks throughout the day to stay energized and focused. His day ends with reviewing his accomplishments and planning for the next one.
As the day comes to a close, Christian takes time to reflect on what he has accomplished and plans for the tasks ahead for the next day. His day does not end with the last task; he remains available for urgent matters, always ready to assist when necessary. He confirms, “My workday typically ends when I’ve completed my main tasks, but I remain available for urgent matters if needed.”
Key Tasks and Tools: A Commitment to Efficiency and Service
Christian’s role involves several key responsibilities, including handling member inquiries, ensuring accurate information, and providing timely resolutions to each customer. Christian’s dedication to delivering quality service shines through his work, whether taking calls, resolving issues, or providing clear and accurate information. He relies on tools to stay organized and on track. “These tools help me manage my time and ensure I’m meeting my goals,” he explains. “I prioritize my workload by first assessing the urgency and importance of each call I handle. I use a combination of strategies to stay organized and ensure I’m working efficiently,” says Christian B. Icatlo, who knows staying flexible and organized is a high priority for succeeding in this domain.
Collaboration with other departments is also an important part of Christian’s role. “Collaboration with other teams, such as HR, IT, and Marketing, is essential to achieving company-wide goals, and I focus on building strong, open communication to ensure smooth collaboration,” he notes.
Facing Challenges Head-On: Time Management and Empathy in Action
One of Christian’s biggest challenges is managing high volumes of inquiries during peak times. Product launches, promotions, and other events can lead to an influx of customer contacts, making it hard to maintain response times. However, Christian B. Icatlo handles pressure with poise and intelligence. In these crucial moments, the key is “effective time management, maintaining a calm and empathetic tone of voice and managing customer expectations” efficiently. His ability to stay composed during critical times ensures that every customer feels valued, even during high demand.
A Story of Success: Going the Extra Mile
One of Christian’s most memorable customer success stories involved a long-time member facing financial difficulties and at risk of losing their insurance coverage. After understanding the situation, Christian suggested a more affordable plan that met the member’s needs. “I took the time to thoroughly understand their issue, asking probing questions to ensure I had all the details, and what I did was to offer the member to check other plan options that suit their needs but much less than what they are paying on their previous plans,” he recalls.
By offering a better-suited plan, he helped that member continue their coverage while easing their financial burden. This is just one example of how Christian takes the time to understand the customer’s needs and offer tailored solutions.
The Fusion CX Approach
At Fusion CX, our approach is more than just answering questions. It’s about creating personalized customer experiences by understanding their needs and connecting with customers. Christian recently worked on a project where he helped a member struggling with portal access due to unclear communication during enrollment. By taking the time to listen and understand the issue, Christian guided the members through the solution, ensuring they felt reassured and cared for, creating a sense of trust and satisfaction. “It wasn’t just about fixing the technical problem. It was about providing clarity and showing the customer that we’re there to support them,” he says.
Ensuring a seamless experience across different channels is central to his work. Christian B. Icatlo instills trust and builds loyalty among his customers. He ensures that every call he handles is clear and concise, leaving the customer feeling heard. In his words, “the information I provide is correct and accurate. I always make sure that the member feels like they are being taken care of and their concern is addressed correctly.”
A Unique Perspective: Filipino Culture and the Customer Experience
As a customer service professional in the Philippines, Christian understands the unique cultural values that influence customer expectations. “Filipino customers tend to prioritize trust, personal relationships, and value for money,” he shares. With this in mind, Christian approaches every interaction with respect and understanding, ensuring that the customer feels valued and that their needs are met in a way that resonates with their cultural preferences.
The Philippine market is also experiencing rapid digital transformation, and Christian stays ahead by keeping a close eye on trends like e-commerce growth and social media engagement. Christians know how to adapt to these changes without losing sight of the importance of human connection. Christian aims to blend technology with empathy to create the best possible customer experience.
Why Christian Loves What He Does
What Christian B. Icatlo enjoys most about his role is the opportunity to make a tangible impact on people’s lives. “Every customer interaction is an opportunity to solve a problem, provide value, and create a positive impression that can last.” Knowing that “I can turn a frustrating or challenging situation into a positive one drives me to go above and beyond,” Christian adds. This passion is what motivates him to go above and beyond consistently. For Christian, customer service isn’t just about fixing issues—it’s about creating positive moments that make a difference.
Advice for Future CX Professionals
Christian has some valuable advice for anyone considering a career in customer experience: “Someone considering a career in Fusion CX would be to have a good customer service representative mindset and stay adaptable.” He emphasizes, “Fusion CX is all about delivering personalized, seamless, and data-driven customer experiences across various channels and touchpoints,” so it is essential to prioritize the customer’s needs at every stage of the journey.
Working at Fusion CX has helped the ace CX specialist Christian B. Icatlo to develop a range of skills, from problem-solving and adaptability to mastering the tools of the trade. Fusion CX has given him the opportunity to grow both professionally and personally.
Life Beyond Work: Creative Passions and Family
When he’s not assisting customers or collaborating with colleagues, Christian embraces his creative side as a tattoo artist. Outside of work, Christian enjoys spending time with his wife and three kids. To recharge, he loves going on long motorcycle rides. These are his ways to reset and clear his mind.
Get Inspired!
Christian’s story is just one example of the incredible talent we have within Fusion CX. We celebrate our employees’ passion, dedication, and expertise worldwide, each redefining what excellent customer service looks like. Stay tuned for more inspiring stories of people who are consistently delivering extraordinary customer experiences.