At Fusion CX, our people are the heart of our mission. This month, we’re thrilled to spotlight Vivek Prabhashankar Shukla, one of our standout CX specialists based in Mumbai. Vivek’s approach to customer experience embodies what Fusion CX is all about: empathy, professionalism, and delivering solutions that leave a lasting impact. Let’s dive into his day-to-day life, his passion for CX, and the wisdom he brings to the role.
A Day in Vivek’s Life
Vivek’s day starts like most productive days do—with preparation and focus. He logs into Fusion CX platforms like MWP and CRM daily, checks his Mail for updates, and reviews the previous day’s performance. If there’s a team meeting, he’s all in, collaborating to ensure everyone’s on the same page.
From there, it’s go-time. Vivek Shukla starts answering customer queries and addressing concerns via phone. Whether resolving an issue, guiding a customer through their hair care journey, or helping with an order, he’s always professional, empathetic, and laser-focused on getting it right. His mantra? Every interaction matters.
Lunch offers a well-deserved break, giving him the energy to tackle his afternoon tasks, like following up on unresolved queries and documenting every interaction in detail. By the time his shift ends, Vivek has reviewed his progress, hit his targets, and ensured everything is completed on time. It’s all about finishing strong and improving every day.
What Does Vivek Do?
Vivek juggles multiple responsibilities, each crucial to ensuring a seamless customer experience. Here’s a glimpse into his role:
- Addressing Customer Concerns: Answering questions, providing guidance, and resolving issues—always with a positive and empathetic approach.
- Order Management: Helping customers place, modify, or cancel orders, ensuring a hassle-free process from start to finish.
- Customer Education: Sharing practical tips to help customers get the best results from their hair care products.
- Documentation: Keeping detailed records of every interaction so the next experience is just as seamless.
- Staying Informed: Keeping up with new products and trends so customers always get accurate, up-to-date advice.
A Moment That Stood Out
Every job has memorable moments, and Vivek recalls one that showcases what Fusion CX is all about.
A customer called, frustrated that a hair growth serum wasn’t delivering results after two months. They were ready to give up on the product—and the brand. Instead of rushing through the call, Vivek took the time to listen. He asked about the customer’s routine, offered tips to maximize the serum’s effectiveness (like using it on a clean scalp and pairing it with supplements), and reassured them with genuine empathy.
That interaction didn’t just resolve the customer’s concerns—it turned their experience around. Vivek Shukla’s personalized approach restored their confidence in the product and the brand, showing how extra care can go a long way.
Why Mumbai Makes a Difference
Working in Mumbai has a unique flavor. Vivek understands that the city’s diverse customer base requires a flexible, thoughtful approach. He adapts his communication style to connect with people from different backgrounds, ensuring that every interaction feels personal and relatable.
But like any CX role, it has challenges—especially when dealing with frustrated customers. For Vivek, patience, empathy, and active listening are his go-to tools for turning difficult situations into opportunities to build trust.
What Keeps Vivek Going?
For Vivek, the most rewarding part of his job is the chance to make a real difference. Whether helping a customer resolve an issue, giving advice, or simply providing reassurance, knowing he’s improved someone’s day keeps him motivated.
And it’s not just the customers who inspire him—it’s his team. Vivek truly values working with passionate, like-minded colleagues who are committed to delivering exceptional experiences. Collaboration, brainstorming, and sharing best practices create a work environment that fuels success.
Advice from Vivek
If you’re considering a career in customer experience, Vivek Shukla has some words of wisdom:
“Empathy and communication are everything. Listen to your customers, understand their needs, and tailor your response. It’s not just about solving problems but building trust.”
Life Outside of Work
When he’s not helping customers, Vivek unwinds with a good book. Reading is his way of recharging and staying inspired. He also shares a close bond with his brother, who’s always been a pillar of support.
Why Vivek Represents Fusion CX
Vivek’s story is a perfect example of what makes Fusion CX special. His dedication, empathy, and professionalism are the cornerstone of the exceptional experiences we strive to deliver daily.
We’re proud to have team members like Vivek Shukla who go above and beyond to make a difference for our customers and our entire organization.
Stay tuned for our next Employee Spotlight to meet more incredible individuals driving excellence at Fusion CX.