Jadumani Dalai refuses to be late!
The shift officially starts at 10:00 a.m., yet one station is already occupied long before the floor fills up. By 9:30, Jadumani is at his desk, earphones in place, yesterday’s loose ends tied, today’s priorities mapped. It’s not a gesture; it’s an investment that keeps him calm, prepared, and always one step ahead of whatever the queue throws at him during his day.
Straightforward, reliable, and softly spoken, Jadumani carries the quiet confidence of someone who truly knows the process inside out. When the team leader is absent, the entire shift quietly pivots toward him. Queues stay green, escalations get defused, and new joiners suddenly have someone steady to shadow. Today, let’s meet Jadumani Dalai, the calm, consistent heart of Fusion CX Kolkata’s customer experience team.
The Ritual of 9:30
He will tell you he reports half an hour early because “it keeps delays away.” Those thirty minutes are when he maps the day: overnight cases or recurring errors from the previous shift, which agents might need a quick word before the rush begins. By 10:00 a.m., when the floodgates open, he is not reacting. He is executing.
“I usually pre-plan every task and my daily activities so that nothing gets delayed.”
The Floor That Leans on Him
On days the team leader is absent, Jadumani Dalai becomes the unofficial axis. He is still closing his own tickets, catalogue fixes, payment reconciliations, the thousand small knots that keep sellers breathing, but now he is also watching the real-time dashboard, redistributing cases, and walking over to the struggling newcomer with practical tips. The shift simply keeps running smoothly, the way it always does when he’s around. Other times, he credits his supervisors, a support that has helped him learn quickly while he continues to offer the same guidance and encouragement to those around him.
The Craft of Not Rushing
Ask Jadumani about the hardest part of the job, and he doesn’t hesitate:
“One of the biggest challenges in my role is managing the fast-paced, high-volume nature of customer interactions while ensuring each customer feels heard and valued. It’s easy for the process to become transactional, but my goal is to maintain a high standard of personalized service.”
That single sentence contains everything he believes about customer experience. In a world that measures success in seconds, he chooses to slow down just enough: repeating the seller’s concern to confirm understanding, asking one extra question that uncovers the real issue, staying on the line until the relief in the caller’s voice is unmistakable.
For him, seamless support isn’t a buzzword; it’s a daily discipline.
The continuity is what turns frustrated sellers into loyal ones and turns everyday calls into memorable moments for sellers.
The Call That Wasn’t About the Problem
This year, he received the Reward & Recognition as Best Customer Service Associate. The real moment, though, came on an ordinary afternoon when a supplier called back just to say thank you. He received an on-call appreciation from a customer who stated that his guidance was a key motivator in helping him grow his business.
The Private Scorecard
Leaderboards are fine, but the feedback that truly motivates him comes from his team lead and the Quality Auditor.
“My motivation has been significantly boosted by the positive feedback from both the Team Lead and the Quality Auditor.”
Home, Cricket, and the Next Innings
At 7:00 P.M., he logs off and heads home to his wife and young son. Weekends are for cricket on real turf, where he still opens the bowling “because someone has to take the new ball.”
The Advice He Gives
“Focus on developing a strong blend of technical proficiency and empathy.”
Jadumani emphasizes the importance of balancing skills and empathy. For anyone starting at Fusion CX, his guidance is clear: develop both technical proficiency and the ability to understand people. In his view, new joiners should take the time to truly learn everything once, building a strong foundation that will serve them well throughout their career.
Jadumani Dalai Where Reliability Meets Heart
Jadumani measures success in relieved voices and solved problems, in positive notes from the Quality Auditor or his team lead, and in those unexpected calls from sellers who phone back just to thank him. Everything else—arriving early, pre-planning every task, refusing to let high volume erase the human touch—flows from that quiet drive to do right by every customer. At Fusion CX Kolkata, that is what excellence looks like: steady, human, and built on the small daily choices that shape extraordinary experiences.
If stories like Jadumani’s inspire you, explore more journeys, roles, and opportunities with us.