Most people find comfort in structure—clear rules, predictable routines, and neatly packaged tasks.
But Agnieszka Sikorski isn’t most people.
She thrives where others hesitate: in the middle of layered problems, rapid-fire questions, and emotional conversations. As a customer experience professional at Fusion CX, Agnieszka doesn’t just manage queries—she becomes a quiet force of clarity, empathy, and resolution.
The Rhythm of Her Day Begins Before the First Call
Agnieszka’s day starts early. As a mother and a professional, she balances two demanding worlds with grace. “It is critical to be on time every day,” she shares. “So I start my day very early because I am also a mum, and for me, punctuality is crucial.”
By 7:50 a.m., she is logged in, headset ready, prepared for the unknown. No two calls are alike. Working for a major telecommunications and public safety network means every conversation holds urgency, vulnerability, or both. But Agnieszka Sikorski stays steady—resolving problems, untangling confusion, and leaving every customer better than she found them.
Multitasking with Meaning
What most don’t see behind the calls is the mental juggling act she performs—navigating multiple CRM systems, troubleshooting in real-time, and even jumping into Google when needed. “I use all the programs and tools I can to satisfy my customers and perform the best customer service,” she says. “Very often, I use Google to find information on the company website.”
When the case demands collaboration, she doesn’t wait. She reaches across teams—HR, IT, or anyone else necessary—because for Agnieszka, a seamless resolution is never a solo act.
People Over Protocols
Ask Agnieszka Sikorski what defines her work, and she will answer in one word: connection.
“I try to treat every customer individually and help resolve the problem. It is my main goal,” she says. “I ask many questions to understand the issues correctly and provide better help. For me, the key is communication.”
She especially enjoys the longer, more complex calls—the ones that require not just patience but perspective. The ones others might shy away from.
“Very often, customers have multiple issues and many questions. But for me, this kind of call is the most satisfying—and I enjoy it.”
Her strength lies not just in solving the problem, but in making the person feel heard along the way.
“I believe that when you genuinely like people, a job in customer service can be fun and interesting—because every customer is different and has their own story.”
The Life Coach Advantage
What makes Agnieszka stand out even more is something unexpected—her background as a life coach. It adds another dimension to how she supports her callers.
“My experience as a life coach is invaluable,” she says. “Of course, there are many differences here, but it helps me break routine, work with heart, and feel real satisfaction when my customer is happy.”
It is not just about knowing what to say. It is about learning how to say it—and when to listen.
Why Fusion CX Feels Like the Right Place
For someone who thrives on variety, Fusion CX offers the perfect canvas.
“I enjoy the diversity most at my work,” she says. “I can have different issues and topics to resolve, and it is fantastic. I hate when my job is boring—that’s why I like my position here.”
She approaches each interaction with empathy and imagination: “I always think from the customer’s perspective and how I would like to be served. Patience is a value, and so is self-esteem.”
And when things get tough—when a case is especially tangled or sensitive—that’s when she leans in the most: “Helping and investigating hard cases gives me the most motivation to work.”
Advice for Future CX Professionals
To those thinking of joining the customer service world, Agnieszka offers this insight:
“This job is great for anyone—young or old—who loves working with people and is passionate about helping others,” she says. “It’s even better than I expected. It helps me grow. And I feel proud of what I do.”
The Last Word: Presence Over Process
In a world racing toward automation, Agnieszka reminds us that presence still matters.
She doesn’t rush to check boxes or chase metrics. She listens. She relates. She responds.
Because to her, customer service is not just about finding a solution, it is about restoring trust.
Thank you, Agnieszka Sikorski, for showing us what it means to serve with integrity, insight, and heart.
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