Shaniqua Brooks
Lawrenceville,GA
Summary
Detail-oriented and patient-focused professional with experience in healthcare benefits support, escalated customer service, and account resolution. Skilled in explaining coverage, processing payments, verifying eligibility, and handling sensitive or complex member concerns. Known for maintaining professionalism, accuracy, and empathy while resolving issues efficiently and upholding HIPAA confidentiality.
Overview
7
7
years of professional experience
Work History
Fraud Supervisor
Genpact
12.2021 - 08.2025
- Supervised a fraud support team to ensure accuracy, compliance, and strong customer experience.
- Handled escalated customer concerns and de-escalated high-stress situations to maintain service quality.
- Tracked team performance and provided coaching to improve productivity and reduce turnover.
- Collaborated with leadership to update fraud handling procedures and reduce account risk.
Loan Counselor
Wipro Technologies
02.2020 - 11.2021
- Guided borrowers through repayment and loan modification programs with clarity and empathy.
- Assessed income and financial documentation to determine repayment eligibility accurately.
- Reduced delinquency by helping customers develop realistic repayment strategies.
- Maintained detailed account notes and ensured compliance with financial documentation standards.
Pharmacy Claims Representative
Cigna
10.2018 - 01.2020
- Assisted members with selecting and enrolling in healthcare benefit plans based on their coverage needs.
- Explained copays, deductibles, premiums, and out-of-pocket costs in clear, understandable terms.
- Processed payments and verified member billing and eligibility information accurately.
- Maintained a high level of customer service while following HIPAA confidentiality standards.
Education
High School Diploma -
Charlotte Amalie High School
05.2014
Skills
- Healthcare Benefits & Eligibility
- Payment & Billing Processing
- Escalated Customer Support
- Coverage & Copay Explanation
- Fraud / Identity Verification
- HIPAA Privacy Compliance
Timeline
Fraud Supervisor
Genpact
12.2021 - 08.2025
Loan Counselor
Wipro Technologies
02.2020 - 11.2021
Pharmacy Claims Representative
Cigna
10.2018 - 01.2020
High School Diploma -
Charlotte Amalie High School