Monique Browne Email & Phone Number

Greensboro/Winston-Salem, North Carolina Area

• Assists members with medical and pharmacy benefits, eligibility, claim resolution, and improving health care literacy.
• Manages multiple types of claim payment adjustments, including closed and denied fraud claims.
• Identifies opportunities to resolve member issues timely, enhancing customer satisfaction and operational efficiency.
• Research complex issues across multiple databases and work with support resources to resolve member issues and/or partner with others to resolve escalated issues.

Greensboro, NC

• Primary responsibility of providing telephonic customer service.
• Positions in this function are responsible for providing expertise and customer service support to members as part of our UnitedHealthcare Advocate4Me model.
• Direct phone-based customer interaction to address complex member needs and provide recommendations on services that may help close gaps in care for the member and/or the member's family.
• May authorizes claims payments or refer claims to investigators for further review.

Burlington, North Carolina

• Develops and implements store awareness programs addressing theft, safety, inventory, and operational controls.
• Administers product protection strategies, awareness, and deterrence programs in the store.
• Works in partnership with store management to ensure operational excellence and reduce exposure to theft through operational assessments and associate training/awareness.

Durham, North Carolina

• Managed large team of loss prevention detectives, ensuring the effective operation of the loss prevention department and technology.
• Coordinated and conducted internal investigations such as employee theft and violations of corporate loss prevention policies.
• Performed internal fraud investigations, onsite interviews, store surveillance, safety inspections, and compliance audits.
• Enhanced profits by reducing shrink and preventing loss of merchandise due to theft, vandalism, and employee fraud.
• Developed and implemented security awareness programs that successfully aided in reduction of fraud & theft losses.
• Conducted external investigations, suspect interviews related to possible violations of law.

Greensboro, North Carolina

• Diagnosed and remediated technical issues, achieving a first call resolution rate of 90%.
• Implemented preventive action plans to reduce system outages by 34%.
• Maintained reporting and root cause analysis of system outages and technical issues

Greensboro, North Carolina, United States

• Created and optimized test scripts for manual and automated testing of both Windows and Web-based applications.
• Leveraged data analysis and mining techniques to review operational performance, identified opportunities for cost savings and process automation.

Master'S Degree, Forensic Studies: Specialty In Investigations

Activities and Societies: National Society of Leadership and Success Association of Certified Fraud Examiners (ACFE)Gained understanding.

Bachelor Of Science, Management Information Systems

Activities and Societies: Association of Information Technology Professionals (AITP) (President 2009-2011, Vice President 2009.

Bachelor Of Science, Computer Science

Analyze a complex computing problem and to apply principles of computing and other relevant disciplines to identify solutions. Design.