Who is Roxanne Madrazo? Roxanne Madrazo is a shining exception in a world where customer service often feels like a transactional exchange. She is a dedicated CX Specialist with over 8 years of experience in Fusion CX Manila who brings empathy, efficiency, and passion to every interaction, bringing customers closer to the brand. With a deep commitment to her craft and the people around her, she exemplifies how passion and dedication shape a CX career, customer service, and people’s experiences.
Starting the Day Right: Setting the Tone for Success
For Roxanne Madrazo, every day begins with preparations. “I start my day by logging into our system at least 5-10 minutes before my shift officially starts,” she says. But this early start is not just a habit; it is more of a philosophy that drives Roxanne. Her typical schedule includes checking for potential issues and updates every day before she starts taking calls. These measures ensure when calls come in, she is fully prepared to offer a seamless experience to every customer.
A hybrid and tenured agent, Roxanne’s role centers around verifying customer information for an energy company. But to her, it is more than just a process—it is about clarity, patience, and helping every customer understand complex details. Roxanne describes, “I guide customers through the terms of their agreement, confirm important details, and ensure everything is clear before proceeding” to the next step.
Balancing Complexity with Clarity
Managing a hybrid role is difficult, but Roxanne Madrazo has mastered it. Her day is a blend of diverse tasks and duties like answering customer calls, monitoring the queue, managing escalations, and helping teammates when they need. “I prioritize tasks based on call volume and the complexity of each case,” she shares. Roxanne carefully examines what is urgent and what is important and decides her next course of action. Moreover, her method of breaking down tasks into smaller chunks ensures that she stays organized without feeling overwhelmed.
Whether guiding a customer through a verification process or handling a problematic escalation, her approach is always systematic yet empathetic. Customer satisfaction is at the heart of everything Roxanne does.
Tools of the Trade: Staying Efficient, Staying Connected
At Fusion CX, we equip our team members with the best tools to ensure success. Roxanne uses a combination of cutting-edge CRM platforms, verification portals, and call management systems to ensure each interaction is handled efficiently. A communication and collaboration platform ensures seamless collaboration across departments. From internal reporting to staying in touch with IT and QA, Roxanne Madrazo knows how to leverage her tools to stay ahead. These systems help her stay organized, and her clear communication and quick problem-solving skills make her a highly effective CX professional.
Overcoming Challenges: Embracing Change
Working in customer experience means constantly adapting to new processes and guidelines. For Roxanne Madrazo, one of the biggest challenges is keeping up with the ever-evolving nature of her role. “After 8 years in this role, one of the biggest challenges I face is dealing with the constant changes in the campaign’s processes and guidelines, “she admits.
But rather than seeing these changes as obstacles, this incredible professional has learned to welcome them. She says, “Over time, I’ve learned to embrace these changes and understand their purpose.” “The key is recognizing the reasons behind these changes and applying them promptly for compliance,” She explains more. In third-party verification, where she handles legally binding verbal agreements, it is crucial to stay compliant. She understands how neglecting changes could affect customers, sales agents, and the company and always ensures she follows the correct procedure.
Roxanne’s adaptability is not just about following new procedures; it is about understanding the bigger picture and maintaining a balance between compliance and customer care.
Memorable Moments: Turning Frustration into Satisfaction
It is not just the tools that make Roxanne successful—it is her approach to customer experience. Recently, she had a call that reinforced the Fusion CX ethos. A customer was frustrated because they had been transferred multiple times and did not fully understand the terms of their energy plan. She recalls the incident thoughtfully: “I took the time to break down everything step by step and ensured they understood before moving forward,” and she ensured complete clarity and customer satisfaction.
By the end of the call, the customer felt reassured and appreciated Roxanne’s time clarifying the entire issue. For Roxanne, the moment reminded her of why she loved her role. “It reminded me how important patience and clear communication are in creating a positive experience,” she says, reflecting on the importance of genuinely connecting with customers.
By the end of the call, he was satisfied and appreciated how she handled his concerns. It was a fulfilling moment for her. For Roxanne, this story is a perfect example of why she is so passionate about her role: creating positive, lasting customer experiences, no matter their complaints or frustrations.
The Filipino Touch: Personalizing Every Interaction
Being Filipino, Roxanne Madrazo brings a unique cultural understanding to her role. “We have this ‘kababayan’ culture, which means ‘fellow Filipino’, and an immediate connection is formed when we realize we share the same ethnicity,” she explains with a smile. This connection creates a sense of comfort and trust, which Roxanne leverages to support her Filipino customers. She adds, “Filipinos are known for their hospitality, so I go the extra mile to help my kababayan.”
This personal touch resonates with Filipino customers, who value connection and understanding. This is why Roxanne’s approach is so effective in cultivating strong relationships and delivering an exceptional customer experience.
Advice for Newcomers: A Place for Growth and Learning
What would Roxanne tell someone considering a career at Fusion CX? “I’d say, if you’re looking for a place that values people and career growth, Fusion CX is the right environment for you,” she says. “It’s not just about the job, it’s about the people you work with and the opportunities for growth.” She emotionally recalls, “My work experience here has not only shaped my professional journey but also helped me pursue and complete my college degree, allowing me to graduate this year while continuing to work and provide for my family.” Fusion CX is a place where dreams are realized and lives are transformed.
A Day Well Spent
Roxanne finds fulfillment in resolving customer issues and the personal connections she builds. “For me, it’s all about making a real difference in someone’s day,” she says. “When I have the chance to step in and help turn things around, it feels really rewarding.”
Roxanne spends time with her family and friends when she’s not at work. Whether it’s enjoying a meal together, singing karaoke, or simply spending time in good company, she cherishes the moments that allow her to reset. “I find that simple activities like a walk in the park or reading a book really help me feel refreshed,” she shares.
At Fusion CX, we’re proud to have people like Roxanne Madrazo on our team who deliver exceptional service and inspire others to grow, learn, and connect with those they serve. Stay tuned for more Employee Spotlights as we continue to celebrate the stories of the fantastic people who make Fusion CX a truly exceptional place to work.