Four years at Fusion CX, Howrah. Two processes mastered. Two months of top performance. And one person who decided that good enough is never going to be enough in customer service excellence. Meet Rakhi Chakraborty — Customer Service Representative, Fusion CX, Howrah, India. She connects brands with customers, transforms perceptions, and brings genuine satisfaction to every interaction.

Rakhi spent her initial years mastering a complex support process, then crossed into e-commerce seller support and learned that too. Her four years at Fusion CX are not simply a tenure but evidence. Evidence of a journey — how she started, learned deeply, moved into new territory, and excelled. Recognized for top performance two months in a row, her approach to tough conversations is as clean as her case notes:

“I stay calm, listen carefully, and respond with clear, policy-based solutions.”

In the fast-moving customer service space, she chose to stay, learn, and evolve — with a team that made every step of that worth it.

How Rakhi Levelled Up

Two processes. One standard. Zero excuses.

Two and a half years in a high-stakes claims support process with return policies, financial decisions, and complex cases. Precision required to get a resolution right the first time demands a particular kind of professional composure, but she nailed it. Then she crossed into Seller Support. Different sellers. Different policies. And different pressure points, but she showed the same standard and accuracy.

Now in e-commerce seller support, Rakhi handles seller queries across calls and chats, resolves order and return issues, and manages follow-ups with the same precision she built in her previous process. Different domain, different policies, but same Rakhi and her excellence: double-checking guidelines before closing a ticket, verifying evidence before making a call, maintaining clear notes so nothing falls through. The learning never stopped because she never let it stop, and the habits of accuracy and excellence she built for years paid off well.

The Accuracy Era

Not a trait but a daily practice

Here is what Rakhi’s daily practice actually looks like: a CRM is open on her system, internal dashboards are running, and policy guidelines are reviewed before the ticket closes. Case notes are clear and complete. Evidence verified. Resolutions are delivered fast and correctly. It is no longer a practice for Rakhi but has become a reflex while navigating order queries, returns, and sellers’ concerns.

She names complex claims with unclear documentation as her biggest challenge. And then describes exactly how she handles each one. That gap between identifying a hard problem and having a clean system for it is where her four years of experience live. Through consistent learning, self-discipline, and curiosity, she transformed that challenge into skillful expertise.

Every seller deserves to feel heard – it is the core belief that drives Rakhi. It gives her immense satisfaction when a seller feels supported and appreciates her assistance. There is a difference between resolving a ticket and making someone feel like their problem and feelings mattered. Rakhi knows the difference well.

The Case That Built Her Confidence

A resolution stayed with her for years.

A seller had been facing return losses repeatedly. Not once but repeatedly. The kind of case that arrives already carrying the frustration of previous interactions that did not help the frontline associates, catering to customers or sellers. Rakhi gave him clarity. Rakhi reviewed it carefully and found the correct resolution per policy. No shortcuts. She took the right call and closed it properly.

The customer appreciated it. What Rakhi gained was not the appreciation but the confidence that followed. The knowledge that when a case is genuinely complex, she can navigate it. That is the kind of confidence that does not come from a training module. It comes from real challenges, ground experiences, and decisions taken under real pressure.

The case is closed. The confidence it built is still open.

The Human Behind the Headset

The bits that actually tell you who she is

Outside of work, Rakhi is just as tuned into life’s meaningful beats:

• A night owl with a warm cup of coffee.
• A lover of calm playlists that unwind her mind.
• Someone who finds joy in music, books, and free-flow conversations with family and friends.

Her workday theme song is Hum Sab Jo Saath Mein Rahe — “we who stay together” — a song about the people who stay alongside. But that answer, given naturally, without overthinking, says something that four years of performance data cannot: she actually likes where she is and who she is there with.

Her end of shift or weekends belong to coffee, Arijit Singh on the playlist, and sometimes momos (the steamed dumplings beloved across South and East Asia). Fun Fridays are her reset at work, and music can lift her mood at any point in the day. Ask her favourites, and she does not hesitate: SRK, Virat Kohli, Arijit Singh. Aspiration, discipline, and every feeling that needs a song.

Still Here. Still Winning.

There is a version of a career in customer experience that is purely transactional — show up, handle the volume, leave. Rakhi Chakraborty is not that version.

Her story reveals passion: Four years of cases reviewed correctly. Two processes navigated. One double-check after another. A team she actually likes being part of. A standard she built herself and has held with dedication, year after year.

In her own words:

“I am dedicated, detail-oriented, and always strive to provide accurate and timely support while continuously learning and improving in my role.”

That is more than her mantra. It is the heartbeat of her CX journey.

If you are looking for a place in Howrah — or anywhere in India — where the work is real, the growth is measurable, and the person in the seat next to you might become someone worth staying for: this is what it looks like from the inside. There are more people like Rakhi at Fusion CX. More stories like this one. Stay with us.