Aiveen Hamor
Customer Service & Virtual Assistant Specialist
Marikina City
Summary
Dedicated customer service and virtual assistance professional with 9 years of experience in managing client inquiries through chat, email, and phone. Proven ability to resolve issues efficiently, maintain professionalism under pressure, and contribute to high customer satisfaction scores.
Overview
11
11
years of professional experience
9
9
Certifications
Work History
Customer Service Representative
Gogo Grandparent
03.2024 - 10.2025
- Handled incoming calls from older adults and individuals with disabilities to book rides, meals, and other essential services
- Assisted seniors in booking rides and deliveries via phone
- Coordinated ride details, wait times, and service updates
- Monitored rides and sent alerts to caregivers for safety
- Handled account updates, billing inquiries, and service issues
- Ensured a smooth, respectful, and reliable client experience
- Provided exceptional customer support by resolving inquiries and complaints, enhancing customer loyalty and satisfaction.
- Managed high-volume call flow, ensuring timely responses and adherence to service level agreements.
- Collaborated with team members to streamline processes, resulting in improved efficiency and reduced response times.
- Trained new staff on customer service best practices, fostering a collaborative environment that enhanced team performance.
Vendor Credentialing Specialist
RealPage
02.2023 - 02.2024
- Managing W-9s, insurance certificates and other documents that is required by the vendors client for them to become compliant.
- Sending emails to insurance agent, the vendor and property management about the status of the vendors requirements
- Taking phone calls and helping the vendor with their account status to become compliant.
Appointment Setter / General Virtual Assistant/ Social Media Manager/ Transaction Coordinator/ Admin Assistant
05.2022 - 01.2023
- Administrative Task
- Following up with the leads using email and SMS
- Cold calling to set up an appointment.
- Update CRM with notes on leads
- Circle Prospecting
- Generating new lists using MOJO circle prospecting
- Administrative Task
- SMS Campaign
- Email Campaign
- Creating Photo/Video Ads
- Email Management
- Social Media Management
- Processing on boarding of New Real Estate Agent
- Basic Transaction Coordination Task
- Transcribing audio and video file
- Transaction Coordinator Tasks
Escalation Expert
Quantrics Enterprise
11.2019 - 04.2022
- Responds to and manages complaints of the customer via email, chat, and phone call.
- Responsible for managing escalation relating to customer services.
Inbound Retention Specialist
Quantrics Enterprise
08.2019 - 11.2019
- Receiving calls from customers who want to cancel their services.
- Implement customer retention strategies to increase loyalty and retain business.
- Offering services/product upgrade to be eligible with a Promotion
Sales Representative
Results CX (Formerly The Results Company)
05.2017 - 07.2019
- Offer promotional radio subscriptions to eligible car owners in the US through inbound and outbound calls
- Handled different campaigns for different varieties of promotion
- Top performer 2018
Technical Support Representative
Teleperformance Philippines
07.2016 - 05.2017
- Received inbound calls and assist customer with their technical concern about their internet, tv, and cable services
Admin Assistant
Banco De Oro
07.2014 - 07.2016
- Data Entry (Entering customers data into the system and making there is no error)
- Documents Management (Organizing and maintaining files)
Education
Associate of Science - Information Technology
Montessori Professional College International
Marikina CitySkills
Canva
Cupcut
Adobe
Meta Ads (IG and FB)
Tiktok Ads
Single View
NMI
Onebill
MOJO
Skype
Zillow
Slack
Citrix
Ring Central
Google Workspace (Google Sheets, Google Docs, Google Meet, Google Slides, Google Drive)
Tymbl
DotLoop
Latercom
Matrix
Grasshopper
Real Geeks
Realvolve
KVCore
Eventbrite
Bitrix
OpenPhone
Trello
Vendor Credentialing CRM
Outlook
Genesys
Salesforce
Five9
Certification
Basic of Real Estate: Home buying and Selling
Timeline
Customer Service Representative
Gogo Grandparent
03.2024 - 10.2025
Vendor Credentialing Specialist
RealPage
02.2023 - 02.2024
Appointment Setter / General Virtual Assistant/ Social Media Manager/ Transaction Coordinator/ Admin Assistant
05.2022 - 01.2023
Escalation Expert
Quantrics Enterprise
11.2019 - 04.2022
Inbound Retention Specialist
Quantrics Enterprise
08.2019 - 11.2019
Sales Representative
Results CX (Formerly The Results Company)
05.2017 - 07.2019
Technical Support Representative
Teleperformance Philippines
07.2016 - 05.2017
Admin Assistant
Banco De Oro
07.2014 - 07.2016
Associate of Science - Information Technology
Montessori Professional College International