KIRSTINE QUEENIE ARNIBAL
Account Specialist
M Vertica KL City Residences, Kuala Lumpur, Malaysia,14
Summary
Experienced customer service with 10 years experience in the call center industry. Effective in identifying client's needs and committed to providing effective solutions to problems. Focused on surpassing expectations and driving team success. Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about Health, Financial Services and Hospitality Management practices.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Account Specialist
TDCX Malaysia
09.2022 - Current
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Reviewed account activity to assess financial status and evaluate discrepancies.
Appeals and Grievance Coordinator
Optum Global Solutions
1 2015 - 09.2022
- Ensure the insurance member's complaint has been categorized correctly.
- Ensure that the appeal has been reviewed by Clinical Pharmacist and Medical Director.
- Communicate with the insurance health provider and member about the appeal outcome.
- Create an authorization for the member's approved serviced or medication.
Customer Service Representative
Qualfon
01.2014 - 01.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science in Hospitality Management -
Asian College of Technology
Cebu City, Philippines 01.2010 - 04.2014
Skills
Customer Engagement
Timeline
Account Specialist
TDCX Malaysia
09.2022 - Current
Customer Service Representative
Qualfon
01.2014 - 01.2015
Bachelor of Science in Hospitality Management -
Asian College of Technology
01.2010 - 04.2014
Appeals and Grievance Coordinator
Optum Global Solutions
1 2015 - 09.2022
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