Fiona Hasani: Who Is It?

There is the morning person who exercises before work, the Customer Support Associate who spends her day helping with patient cases where her customers refuse to forget her name, and the woman who heads to the boxing gym after her nine-to-six shift. Then there is the reader who enjoys Dostoyevsky, the fan of Friends, and the person whose idea of a perfect mood-lifter is simply a slice of cake. With a favorite song like Michael Jackson’s “Who Is It?”, the question feels particularly fitting. Fiona is full of contrasts, and that is part of what makes her story interesting.

She likes a routine but leaves room for spontaneity. She approaches patient conversations with empathy and can still find reasons to laugh after a challenging day. And she values learning, enjoys helping colleagues, and takes pride in becoming someone others can turn to. At Fusion CX in Kosovo, Fiona brings this mix of focus, warmth, and individuality to her work.

After two years and three months at Fusion CX, there is more to Fiona than her job title can capture. Her story is a reminder that professionalism does not mean being one-dimensional. You can be focused, funny, thoughtful, and energetic, and bring all those qualities to the way you work and connect with others.

A Calm Voice on the Line

Fiona’s workday begins with a coffee. Before anything else, she makes her to-do list, checks her emails, and sets the order of the morning. Then she turns to the heart of her role, helping patients and colleagues with typical patient cases. She finds the work endlessly interesting as it never repeats itself.

“Every patient is different, every case is different, and even every set of teeth is different,” she says with a laugh.

And recognizing this diversity of customers and their needs is how she approaches the job. After the cases come the back-office tasks, and through all of it she tries her best to help the people around her and enjoy her work.

What patients feel in those conversations comes down to two things, and Fiona is always careful about the tone of her voice and the empathy behind it. She wants every person to feel comfortable enough to trust her, and the proof of it arrived in a patient’s own words, spoken in Italian:

“Sei stata super veloce a risolvere il mio problema, non dimenticherò il tuo nome.” In English, that is “You were so quick to solve my problem. I will never forget your name.”

It is the kind of sentence that stays with an agent for a long time, and Fiona remembers it as one of the customer interactions she will always carry with her. Her own explanation of why it works is simple and unembellished. Her smile is her CX superpower, because it makes a positive impression, and the warmth in it is backed by real willingness to help.

The Storm Underneath

Then there is the other side of the answer. Fiona wakes up and exercises before work, spends her nine-to-six hours in focused service, and after the day is done, she goes boxing for another workout. Boxing is her sport and her reset, the thing that helps her relax, clear her mind, and recharge once the workday is behind her. It also sheds light on the answer she offers when asked what colleagues might not know about her: she says she is a calm person but can also be like a storm sometimes. The calm is what patients and colleagues meet at the desk, and the storm is the energy and drive that she channels into the gym and into doing things properly.

That same balance shapes how she handles tough conversations. Her approach is to build trust, be honest, and make people feel that she is truly there to help them. There is no performance in it, only a steady commitment to being someone people can rely on when a conversation gets harder than expected.

Lazy Song, Early Alarm

If Fiona’s workday had a theme song, she says it would be “The Lazy Song” by Bruno Mars, which is a wonderfully cheeky choice for a self-described morning person who is exercising before most people have finished their first alarm. Her taste in sound is just as flexible. Calm playlists or loud beats? That depends on the day, or, as she cheerfully puts it, on her hormones. Tea or coffee? Both, naturally, though the day always begins with coffee.

Her small pleasures are refreshingly honest. A slice of cake is the one small thing that instantly lifts her mood. At work, she secretly enjoys finishing a task and heading off for a ten-minute break with her two closest colleagues, a little ritual that turns good teamwork into good company. Even her humor has a charming ordinariness to it. Asked for the funniest thought she has had in the middle of a serious work moment, she admits it was simply when she worries: “Did I leave the iron plugged in?” We have all been there, and it is good to know composure and a passing household worry can share the same head.

“One of my favorite little work rituals is finishing a task and taking a ten-minute break with my two colleagues.”

Crime Novels, Sitcoms, and Other Companions

Outside work, the clues keep multiplying. Fiona’s reading leans toward Dostoyevsky, her go-to show is Friends, and her favorite song is Michael Jackson’s “Who Is It. Games are not her thing, and she is quite clear about it, because her energy goes into boxing instead. It is a lovely mix: the weight of a Russian classic, the easy laughter of a sitcom, and the rhythm of a pop legend, all coexisting happily in one person.

When a long day is finally over, her comfort food is just as unfussy as the rest of her. Give her meat of any kind with potatoes, and she is happy. There is something refreshing about someone who knows exactly what she likes, enjoys it without apology, and does not need it to be complicated.

“After a long day, give me meat of any kind with potatoes, and I’m happy.”

Someone You Can Count On

If you asked Fiona’s colleagues to describe her, the words she uses for herself would probably fit: always on time, always ready to help, solving problems and making the best of every day. Her own journey backs it up. The back-office incident tasks that were difficult when she began now feel normal and manageable, and the progress is something she notices and values.

Training a new colleague once felt like one of the biggest challenges in her role, yet over time she began to enjoy it and learned how to manage it well. She counts the moment she started helping a new colleague, and making new friends along the way, among her proudest recent memories, right alongside the day her team leader asked for her help.

“Training a new colleague felt challenging at first, but it became something I genuinely enjoyed.”

What Fusion CX means to her follows naturally from all of this. Work is a big part of her daily life, and since she spends so much of her time there, she always tries to give her best and do a good job. That mindset is exactly why she became someone others turn to.

Answering the Question

So, who is it? Fiona is the smile that makes people feel comfortable and the voice that earns their trust. She is the calm in the room and the storm in the gym, the early riser with a lazy-song theme tune, the reader of Dostoyevsky who laughs at Friends and stops mid-meeting to wonder about the iron. What keeps her grounded and motivated is a steady set of habits: always do her best, keep learning, and help other people whenever she can. She stays motivated by seeing her own progress and by knowing that her work can make a positive difference to the people on the other end of the conversation.

“Always do my best, keep learning, and help other people whenever I can.”

That, perhaps, is the real answer. Fiona Hasani is a face behind Fusion CX that people remember by name, which is exactly what one grateful patient promised she would never forget.

Discover more inspiring employee stories through #FUSIONFACES and explore career opportunities at Fusion CX in Kosovo. Your next chapter could start here.