2016
Bachelor Science in Information Technology
Universal College Paranaque – City
General Virtual Assistant
I am Angelo Elly P. Cascon, a 30-year-old professional from Parañaque, Metro Manila, Philippines. I am single and a dedicated fur dad.
I hold a 2-year degree in Bachelor of Science in Information and Technology and have earned certifications under ProVA-GVA in Social Media Management, Medical VA, SEO VA, and Executive VA.
With 7 years of experience in the BPO industry, I have handled BlueCross and BlueShield accounts, specializing in patient appointments, medical billing, claims and benefits, prior authorization, and HIPAA compliance. Additionally, I have experience in the iGaming industry, focusing on technical support, risk and payments, and AML processes.
I am proficient in tools such as Zendesk, CRM, Salesforce, Google Calendar, Asana, Teams, Slack, Canva, and Adobe Photoshop. I also have extensive experience managing social media platforms, including Facebook, Twitter/X, Instagram, TikTok, and YouTube. My expertise extends to search engines and digital optimization strategies.
Let’s collaborate and grow your business together! 🚀
My Skills and Competencies
Medical Virtual Assistant
Appointment Setter
Executive Virtual Assistant
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2023
-
2025
Williamhill Services – Pasay City, State
(Real Time Anaylst)
Monitored real-time performance of agents across multiple queues to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
Analysed real-time data to identify trends, delays, and performance bottlenecks, providing actionable recommendations to supervisors for immediate intervention.
Utilized Nice, Zendesk, Aspect, Oracle, LivePerson to track call volumes, handle times, and agent availability, adjusting staffing levels as needed to meet service goals.
Worked closely with operations and workforce management teams to ensure optimal staffing levels during peak hours, reducing idle time and improving overall efficiency.
Assisted in the development of shift schedules, break patterns, and resource allocation to ensure maximum productivity and minimize wait times.
Delivered real-time coaching to agents based on performance metrics, improving team adherence to quality standards and reducing average handle time.
Identified performance gaps by reviewing real-time data and recommending immediate corrective actions.
Managed escalations of critical service level violations, providing immediate support to resolve issues and prevent negative customer experiences.
Prepared and delivered daily, weekly, and monthly performance reports to senior management, outlining trends, challenges, and opportunities for improvement.
Played a key role in forecasting and capacity planning, ensuring optimal agent utilization across different time zones and channels.
Monitored and tracked agent adherence, absenteeism, and schedule compliance, ensuring minimal disruptions to workflow.
2021
-
2023
NCH Customer services INC. – Pasay City
(Customer Service/Support Advisor/Risk and Payments Analyst (BetMGM))
In-depth knowledge of casino games and terminology (Sports, Slots, Poker, Blackjack, etc.).
Payment processing and understanding of financial transactions in a casino environment.
Familiarity with anti-money laundering (AML) regulations and responsible gaming practices.
Multitasking in a high-pressure environment.
Ensuring that all customer onboarding and transactions adhere to anti-money laundering (AML) regulations and other legal requirements. This may involve developing algorithms and working with cybersecurity teams to safeguard against financial crimes.
Providing a customer assistance via phone, emails and chats with our players. We do AML, KYC checks and fraud investigation. We also process and quality check the deposits and withdrawals for our player.
Strong communication skills to handle both technical and customer-related inquiries.
Experience with customer management software and CRM tools specific to the casino industry.
2025
-
2025
GVA-ProVA
(General Virtual Assistant)
Finished training for Virtual Assistant under Social Media Marketing, Medical VA, SEO VA & Appointment Setter.
I can create and manage ads on mobile or desktop. I can run ads on Facebook, Instagram, Messenger or Audience Network. I have tools for creating ads, managing when and where they'll run and tracking how well your campaigns are performing.
I am proficient in medical terminology, coding, and procedures. I have strong verbal and written
communication abilities and am very well-organized. I can quickly pick up new ideas and
technology and I feel at ease working in a fast-paced setting.
In terms of scheduling patients, confirming insurance, and maintaining medical records, I have a
great deal of experience. I'm eager to meet with you and learn more about the position. I am
delighted to support your business and offer first-rate patient care.
As a highly skilled SEO Specialist, I read your posting for a new SEO Specialist. My experience aligns well with the qualifications you are seeking. I am certain I would make a valuable addition to your organization.
I am adept in original content development, friendly architecture solutions, and keyword research. I excel at:
• Systems Implementation and Training
• Business Intelligence and Data Analysis
• e-Marketing and Social Media
• Website and Keyword Analysis
In addition to my experience and personal qualities, I have a solid educational foundation and a passion for business development and Internet marketing.
2017
-
2021
Teleperformance Philippines. – Paranaque City
(Customer Service Representative (Blue Cross Blue Shield Health Care account))
HIPAA Compliance and privacy management.
Claims Processing and Billing expertise.
Knowledge of health insurance plans (e.g., PPO, HMO, Medicaid, Medicare).
Familiarity with ICD-10 codes and medical terminology.
Eligibility Verification and prior authorizations.
Healthcare Customer Service and communication skills.
Experience with CRM software and healthcare management systems.
Ability to handle sensitive patient data in compliance with regulations.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.