Fredderick M

Virtual Assistant I Customer Support

Uber • Tiempo parcial

Mar 2026 - Aug 2026 • 5 mos

• Assisted senior clients with ride bookings, urgent transportation needs, and recurring rides for medical visits and errands • Guided seniors through phone-based ride requests, coordinated with drivers, and documented service requests and case notes for compliance • Helped new clients sign up, explained how the service works, and highlighted its benefits • Promoted additional services such as grocery and prescription delivery • Built trust and rapport with elderly clients through patience, empathy, and clear instructions

Customer Support

Accenture • Tiempo completo

Oct 2024 - Mar 2026 • 1 yr 5 mos

Blue Cross Blue Shield of California (US-Based) • Verified patient insurance coverage and benefits before services were rendered October 2024 – March 2026 • Reviewed clinical documentation, ICD-10 diagnosis codes, and treatment history for prior authorization requests • Submitted and tracked authorization requests through payer portals, fax, and phone systems • Communicated with providers, members, and insurance representatives to clarify requirements • Prevented delays in patient care through timely, accurate intake processing and streamlined prior authorization workflows • Documented all actions in CRM systems for compliance and follow-up; escalated complex cases to supervisors when necessary • Handled high-volume cases while meeting strict deadlines and service level agreements

Customer Service

Tata Consultancy Services • Tiempo completo

May 2022 - Jul 2024 • 2 yrs 2 mos

Australian Gas Light Company (US-Based) • Handled billing inquiries and explained charges clearly to residential and business customers • Processed payments, refunds, and account adjustments accurately • Assisted with service connections, disconnections, transfers, and new account setup • Guided customers through tariff plans, usage details, and account updates • Resolved disputes, escalated complex issues, and ensured compliance with company policies and regulatory standards • Provided proactive communication about outages, service changes, and billing cycles • Met service level agreements in a high-volume call environment and supported customer satisfaction scores