Some leaders push for results. Others build the kind of teams that deliver them, again and again. Meet Dola Roy, a two-time award winner in a year, whose brand of leadership blends discipline, empathy, and an almost uncanny sense of timing. Her secret? Clear priorities, calm structure, deep analysis and a belief that great outcomes begin with great alignment and focus.
Getting a Head Start
Officially, Dola’s day begins at 10 a.m.
Unofficially, her team knows she’s already checking in by 9:30.
“My shift starts at 10 AM, but being a TL, I begin follow-ups at 9:30. It sets the tone for the whole day.”
That quiet 30-minute head start helps her spot bottlenecks early, rally the team, and turn what could be a chaotic morning into a confident launch.
Structure Before Speed
When deadlines compete, Dola doesn’t panic. She plans. Her go-to move: the Eisenhower Matrix, a time-management tool that separates what’s urgent from what’s important.
“I evaluate tasks based on deadlines, importance, and impact. It keeps us focused on what really moves the needle.”
The result? A team that steers by purpose, not by noise.
Collaboration That Clicks
Ask Dola about her toolkit, and you will hear less about software and more about people.
“Collaboration is key. I make sure everyone’s aligned on goals and next steps.”
Clarify, coordinate, confirm. That is her three-step rhythm for making sure cross-team dependencies don’t become last-minute surprises.
Promises Kept, Clients Delighted
For Dola, delivery equals trust. Every commitment to a client is a promise she intends to keep.
Her reliability hasn’t gone unnoticed: two Rewards & Recognition honors in 2024 underscore both her consistency and her team’s reputation for follow-through on tasks and responsibilities.
Feedback Equals Free Coaching
Where some hear criticism, Dola hears data. With that mindset, she turns everyday input into process upgrades and coaching sessions with real bite.
Grace Under Pressure
Team conflicts? Tight turnarounds? Mixed motivations? Dola’s response is equal parts structure and empathy.
“I stay focused, delegate effectively, and lead with empathy.”
It’s how she transforms friction into forward motion and keeps morale steady when deadlines loom.
What Fuels Her Fire
Three essentials keep Dola energized:
Supportive colleagues who’ve got each other’s backs
Flexibility that respects real life
Balance that lets her bring her best self to work
Add client appreciation notes, and you’ve got a leader who thrives on both culture and craft.
Wisdom for the Next Wave
Thinking about a career in CX? Dola’s advice is refreshingly practical:
“Understand the job, the growth path, and the trends. Learn from experienced professionals.”
Translation: do your homework, find mentors, and keep learning; it’s a formula that works.
Growth That Travels with You
Since joining Fusion CX, Dola has sharpened her critical thinking, problem-solving, and time management skills that outlast any role. That kind of portable growth is exactly what makes a Fusion CX career so rewarding.
Life Off the Clock
When she is not leading meetings or mapping priorities, you will find Dola traveling, listening to music, or spending time with her husband and son—the trio that keeps her grounded.
The Takeaway
Dola Roy proves that standout leadership is not about grand gestures. It is about the steady rhythm of showing up early, thinking clearly, and improving continuously. Her story is a masterclass in how small, consistent habits build big, sustainable success.
Inspired? Follow this space for more stories of Fusion CX teammates who lead with purpose, passion, and excellence—and explore open roles to start your own journey.