Ellaica Hangdaan

I am a Customer Service and Virtual Assistant professional with over four years of experience providing exceptional support across e-commerce, technical, and healthcare industries. My career has been built on a strong foundation of communication, problem-solving, and adaptability, enabling me to deliver outstanding results for clients and customers alike.

In my current role as a General Virtual Assistant at Imperia Global Enterprise, I manage end-to-end e-commerce operations. This includes product research, funnel building, ad campaign support, and creative development. By streamlining workflows and supporting digital marketing efforts, I have contributed directly to increased productivity and revenue growth. I also assist with ad campaigns, helping clients improve reach and conversions, which adds measurable value to their businesses.

Previously, I worked as a Customer Service Specialist for Peak Support, where I handled roadside assistance cases. I coordinated with customers, insurers, and service providers to ensure timely solutions. In a high-pressure environment, I consistently reduced response times and maintained a customer satisfaction rating above 95%. This experience sharpened my ability to stay calm under pressure and think critically to resolve urgent situations quickly.

My background also includes healthcare customer service with Optum Global Solutions, where I supported patients in understanding insurance coverage, billing, and claims. By clarifying complex policies and resolving discrepancies, I improved first-contact resolution rates and strengthened trust with patients. Additionally, I gained technical support expertise at VXI Global Holdings, where I assisted AT&T customers with device and service issues, achieving a 90%+ resolution success rate while also identifying upsell opportunities to improve retention.

Across my career, I have consistently been recognized for my empathy, professionalism, and ability to exceed performance targets. My skill set includes customer support, virtual assistance, administrative support, product research, and the use of tools such as CRM systems, Meta Ads, and WordPress. I am also trained in social media management and executive assistance, which adds versatility to the services I provide.

What drives me most is helping businesses deliver excellent customer experiences while creating efficient systems that allow teams to focus on growth. I thrive in remote and collaborative environments, where I can contribute my skills to ensure smooth operations and happy customers. With a track record of maintaining high satisfaction rates and optimizing workflows, I am confident in my ability to bring value to any team or project.