Open to opportunities

Shahana Airah Malaguiok

@shahanaairahmalaguio

Message

Dedicated customer service professional skilled in communication and problem solving.

Philippines

Message

What I'm looking for

I am looking for customer-facing roles where I can provide empathetic support, handle email/phone inquiries, and grow my skills with stable teams and clear processes.

I am a dedicated, detail-oriented customer service professional with strong problem-solving abilities and a passion for helping others. I bring hands-on experience across email support, telephony, lead generation, and healthcare-related customer service.

Throughout my roles I have handled email support, cold calling, virtual market research interviews, and clinical benefits/eligibility inquiries, consistently following project guidelines and protecting data confidentiality. I am proficient with Microsoft Office, Google Workspace, HubSpot, Apollo, Canva, and CapCut, and I apply a proactive, adaptable approach to improve processes and drive positive outcomes.

I work well in teams, handle administrative tasks such as email and data entry, and contribute through clear communication and attention to detail. I seek roles where I can continue to support customers, learn new tools, and grow my impact on team success.

Experience

Work history, roles, and key accomplishments

Email Customer Service Rep

Qentori

Nov 2024 - Jun 2025 (7 months)

Provided email-based customer support, resolving inquiries and issues while maintaining service quality and timely responses across customer accounts.

Email Support Customer Service Microsoft Office Google Workspace Communication Data Entry Problem Solving Attention To Detail

Market Research Interviewer

Dynata Global

Sep 2024 - Nov 2024 (2 months)

Conducted project-based phone interviews following study protocols, ensured data confidentiality, and reported findings to managers.

Market Research Confidentiality Reporting Communication Attention To Detail Microsoft Office

Lead Generation Specialist

ABF Solution

May 2024 - Aug 2024 (3 months)

Performed cold calling and emailing to generate new business leads and qualified prospects, supporting sales pipeline growth.

Cold Calling Lead Generation Communication Microsoft Office Data Entry

Customer Service Associate

Sutherland Global Services

Sep 2023 - May 2024 (8 months)

Assisted providers with behavioral health benefit and claim status inquiries, improving resolution times and provider satisfaction.

Behavioral Health Claims Customer Service Communication Microsoft Office Problem Solving Data Entry

Customer Service Representative

Transcom

Aug 2022 - Jul 2023 (11 months)

Handled telecommunications billing complaints and resolved product/service issues by clarifying charges and guiding customers to solutions.

Billing Disputes Customer Service Communication Problem Solving Microsoft Office

Customer Service Representative

Teleperformance

Nov 2016 - Jun 2017 (7 months)

Supported healthcare providers and patients with benefit eligibility and claim status inquiries, ensuring accurate information and timely follow-up.

Communication Microsoft Office Attention To Detail

Education

Degrees, certifications, and relevant coursework

Cotabato State University

Bachelor of Science, Community Development

Completed a Bachelor of Science in Community Development at Cotabato State University, focusing on community-oriented programs and development practices.