At Fusion CX, true excellence is not just measured in metrics. It shines through every interaction. It is in how challenges are met or how a voice turns queries, confusion, or frustrations into unwavering trust. Fusion CX is a place where a customer experience specialist is more than just a problem solver. They connect customers with the brand, build relationships, and champion customer confidence. But the most compelling of all, they are the reason someone ends their call with a smile.
Mikael Del Rosario, known to colleagues and friends as Miki, is just the kind of specialist who inspires trust and brings smiles to every customer interaction. Michel’s approach is simple yet effective – grounded in commitment, resilience, and a touch of brilliance. It is no wonder the upbeat and cordial CX professional leads with confidence and closes each call with impact.
So, are you curious about Miki’s journey in Fusion CX Houston? Keep reading as we uncover his daily hustle in more detail!
Michel’s Day Anchored in Purpose
Every workday for Mikael Rosario begins with a mindset that sets the tone: optimism and a quiet readiness for whatever comes.
Miki Shares with confidence, “I usually start my day with optimism and having a mindset that I won’t be fazed by whatever comes in front of me.”
Next, he dives into handling customer account migrations. “I handle customer account migrations, which revolves around building rapport, providing necessary information regarding whichever action is to be done for customers to have peace of mind.” To maintain focus and productivity, Miki starts with the most challenging tasks first. “I prioritize tasks that are harder and that require my immediate attention—callbacks. From there, I assign myself ten leads at a time. In that way, I have a sense of accomplishment.”
His toolkit is precise and practical: CRM, Google, and Microsoft applications.”
Rising to the Moment—The Fusion CX Way
When asked about the Fusion CX difference, Mikael Rosario, aka Miki, does not hesitate. He recalls a time when a customer had endured months of unresolved issues due to a long-overdue disconnection.
“I had a customer who had numerous issues regarding a disconnection that should have taken place months ago. I went above and beyond to assist the customer’s needs.”
It is a testament to how Miki approaches every situation – with empathy, persistence, and just the right mix of intuition and guidance from his coaches and managers.
For Mikael Rosario, delivering a seamless customer experience starts with active listening and ends with reflection.
He “learns from every phone call interaction and makes incremental improvements.”
Staying Grounded When the Pressure Is High
Like any customer-facing role, rejection is an inevitable part of this job. But Mikael handles it with perspective and grace.
His regional understanding also influences how he presents himself in every conversation.
“Be cordial and upbeat. Western people are more complicit to people who can relate to them.”
And when asked about regional challenges?
His answer is simple: “I adapt according to the customer that I’m handling.”
What Sets Him Apart
What Miki enjoys most about his role is the variety of tasks he has. Every call, he says, is a different world of its own.
In his words: “Every call is a unique interaction.”
But more than variety, what drives him is the impact.
“I get instant gratification if I’m able to help a person.”
And sometimes, that impact is deeply personal for Mikael Del Rosario.
“Restored someone’s hope in a company because they’d been tossed around so many times and resolutions were not provided to their concern, but here I am, the knight who would save the day and make everything right. I am the redeemer,” Miki claimed proudly. His advice to those looking to join Fusion CX?
“Be coachable and be open to criticism.” And what has Fusion CX done for him? “It has helped enhance my active listening skills and surely has built my patience.”
Outside the Headset
When he is not managing migrations or resolving customer issues, Miki enjoys unwinding in quiet, creative ways.
“Video games, reading manga, and playing the flute.”
Outside of his shift, he feeds his curiosity through podcasts.
But his ultimate recharge?
“I spend time with family and go fishing for tranquility.”
At Fusion CX, professionals like Mikael Del Rosario not only represent the company but also embody its mission. They bring structure to complexity, care to conversations, and meaning to every customer moment.
In Miki’s world, every interaction is an opportunity for growth. And with every call, he proves that empathy, effort, and excellence—no matter how quiet—create the kind of impact that lasts.