Maila Grace Tura
Muntinlupa,Philippines
Summary
To achieve high career growth through continuous learning process and keep myself dynamic, visionary and competitive. I aim to be more flexible, excellent and adaptable to this industry of multiplicity. I look forward to working in a company where I can show my talent and enhance my skills to meet company goals and objective with full integrity and zest.
Overview
13
13
years of professional experience
Work History
Client Specialist
Access Healthcare
Pasay, Philippines
09.2025 - 12.2025
- Evaluate agents calls made by providers and patients to verify patient coverage, patient request status, payments and disputes.
- Monitored adherence to Datavant processes and HIPAA regulations to protect patient information.
Quality Analyst
Infosys BPM
Taguig, Philippines
02.2024 - 09.2025
- Evaluated inbound calls for Truist Care to support quality assurance processes.
- Assisted team lead in enhancing agent performance through collaborative efforts.
- Facilitated calibration sessions and weekly readiness updates to uphold service standards.
Customer Care Professional
American Express Inc.
Taguig, Philippines
08.2021 - 02.2023
- Managed small business client relationships, ensuring timely account maintenance and facilitating card upgrades to meet client needs.
- Enhanced customer interactions through client profiling and strategic upselling, resulting in increased product adoption.
- Recognised for delivering exceptional customer service, contributing to improved client satisfaction.
Senior Quality Coordinator
Capital One Philippines Support Services
Muntinlupa, Philippines
01.2015 - 01.2021
- Evaluated inbound calls and cases related to fraud and disputes for Capital One customers.
- Assisted in investigations and assessments to identify areas for improvement.
- Trained newly hired managers on internal business and federally mandated policies.
Sales and Customer Service Representative
Expert Global Solutions
Muntinlupa, Philippines
12.2012 - 12.2014
- Assisted customers in booking hotel, flight, and car rentals.
- Supported clients with travel inquiries and service requests.
- Facilitated itinerary changes via email and phone communications.
Education
Hotel and Restaurant Management
Philippine Women’s University
CalambaSkills
- Quality assurance
- Compliance adherence
- Process improvement
- Customer focus
- Client orientation
- Upselling techniques
- Communication skills
- Active listening
- Relationship-building
- Remote teamwork
- Critical-thinking
References
ACCESS HEALTHCARE
- Raymund Junrel Pador - Client Specialist - 09504353955
INFOSYS BPM
- Jethroel Obispo – Truist Chief of Head - 09992200801
AMERICAN EXPRESS
- Ryonel Rivera - Customer Care Professional - 09451089600
CAPITAL ONE
- Nathaniel Talubo - Senior Unit Manager - 09171439596
Timeline
Client Specialist
Access Healthcare
09.2025 - 12.2025
Quality Analyst
Infosys BPM
02.2024 - 09.2025
Customer Care Professional
American Express Inc.
08.2021 - 02.2023
Senior Quality Coordinator
Capital One Philippines Support Services
01.2015 - 01.2021
Sales and Customer Service Representative
Expert Global Solutions
12.2012 - 12.2014
Hotel and Restaurant Management
Philippine Women’s University