Roycenett Gilbert
Humble,TX
Summary
I've had experience direct and indirect with Customer Service being a Professional Hairstylist for 27 years. Over 10 yrs of Call Center and Telesales Excellent customer service, communication, administrative assistant, utilizing critical thinking, and interpersonal skills. Offering a number of years of experience in skills training and motivation. Expert in professional development and performance assessment. Professional demeanor and the ability to work with people from various diverse backgrounds. Advanced experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, PowerPoint, database and internet proficiency. Detailed oriented with the ability to meet multiple simultaneous deadlines, a proven track record to produce work highly accurately and exceed performance/audit metrics. Compassionate Case Manager with substantial background in social work and providing support to vulnerable populations. Skills include crisis management, care coordination, and advocacy for clients' rights and needs. Demonstrated ability to establish trust with clients while effectively managing high caseloads. Notable impact on improving client well-being through personalized care plans and resource allocation. Compassionate Direct Care Worker known for productivity and efficient task completion. Specialize in behavioral support, personal care assistance, and medication management. Excel in communication, empathy, and patience, ensuring optimal care and support for individuals with diverse needs.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Job Skills Trainer
Texas Workforce Solutions
Houston, TX
05.2021 - 08.2024
- Identified individuals strengths based on assessments and observations.
- Trained numerous employees in leadership, communication and productive workplace practices.
- Promoted program engagement and adherence to training principles by applying motivational and interpersonal skills.
- Monitored and prepared reports on training outcomes and general program success.
- Stayed up to date on requirements of all team positions to optimize training.
- Developed and implemented strategies to enhance team performance, improve processes and boost results.
Technical Support Representative
Comcast
Houston, TX
11.2017 - 05.2021
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Supported customers with online billing, access and account issues.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Used remote login tools to assist clients with technical and product questions.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
Receiving Dock Associate
Amazon
Houston, TX
11.2016 - 04.2018
- Received, unloaded and documented incoming stock in warehouse and staged merchandise for easy retrievability.
- Used pallet jack and forklift to load and unload shipments while observing safety protocols.
- Reviewed work orders to check correctness of deliveries.
- Routed received merchandise to proper storage areas according to product specifications.
- Maintained clean work area that adhered to strict safety standards.
Salon Owner/Operator
Salon Sheik Shears
Houston, TX
08.2015 - 05.2018
- I hire staff according to their skills, I do payroll, order supplies and materials, I give hair technique classes, also assisting and servicing my clients in the salon as well as new ones
- Opened salon to prepare for daily demands by setting up registers, counting totals and organizing all needed supplies.
- Placed inventory orders, monitored shelf stock and tracked expenses.
- Trained and mentored team members to achieve optimal performance and meet challenging business targets.
- Addressed customer problems quickly and according to service standards.
- Adhered to state laws and regulations regarding licensure, sanitation standards.
- Organized and scheduled appointments for clients using software systems.
- Monitored stock levels of products used in services offered at the salon.
- Promoted special offers through social media platforms to attract new customers.
- Managed staff by recruiting, training and coaching employees.
- Performed administrative duties such as filing paperwork and responding to emails.
- Conducted regular meetings with staff members to discuss performance goals.
- Maintained salon finances, including budgeting, payroll and bookkeeping.
- Provided exceptional customer service to ensure repeat business.
- Inspected workstations regularly to ensure they are clean and organized.
- Ordered supplies and equipment needed for daily operations.
Appointment Setter
Dunrich Holding
Houston, TX
08.2012 - 06.2015
- Performed Outbound Calls to potential customers to set them an appointment to view timeshare property
- Scheduled and confirmed appointments.
- Provided exceptional customer service through effective telephone communication and follow-ups.
- Maintained daily calendars, set appointments with clients and planned daily office events.
Customer Service Representative
Access 2 Care
Houston, TX
10.2011 - 05.2014
- Serve as a liaison between the patient and transportation providers
- Manage inbound calls from our members to verify eligibility and coordinate non-emergent transportation utilizing proper systems
- Coordinate scheduling of trips with network transportation providers
- Verify patients insurance Medicaid, Medicare, and Commercial
- Monitor and evaluate operations, programs, processes and workflows for quality and effectiveness; make recommendations for improvement
- Conduct training with representatives as needed
- Improve system handling and identifying trips that go to park and pending
- When possible, resolve question directly so patient receives prompt satisfaction
- Work with the
- Pending Team to help identify problem areas and providers within all plans
- Recommend a process to decrease the amount of negotiated trips by customer service representatives
- Add members’ information into data system while maintaining confidentiality and HIPPA rules.
Receptionist
Diversity Home Health Group, LLC
Houston, TX
01.2008 - 07.2012
- Greet and assist visitors with visitor badges, escort them to an office or meeting room
- Answer a high volume of incoming calls, messages and transfer to the appropriate employees
- Manage, coordinate, and directing all office operations such as; mail, fax, and scheduling board meetings
- Manage Outlook calendar, including prioritizing calendar demands
- Sort and file appropriate patient and employee records, and handled bookkeeping
- Perform general administrative assistant duties to ensure the efficient operation of the area assigned
- Assist other administrative staff with overflow work, including word processing, data entry, photocopying, scanning, etc.
Case Manager
Alijah House Children Services
Houston, Texas
05.2024 - 08.2024
- Maintained accurate case records and documentation according to agency guidelines.
- Advised staff members on effective strategies for working with challenging client behaviors.
- Compiled reports on cases and submitted them to supervisors as required.
- Organized group activities to provide socialization opportunities for clients.
- Participated in interdisciplinary team meetings to discuss treatment options.
- Developed individualized care plans with input from clients and their families.
- Conducted home visits to assess the safety of living environments for clients.
- Provided crisis intervention support for clients in emergency situations.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Collaborated with medical professionals to coordinate treatment plans for clients.
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Attended court hearings as a representative of the organization when needed.
- Developed trusting relationships with social services, health care providers and governmental agencies.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Maintained up-to-date case records with case activity status.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
Direct Care Worker
Graceful New Beginnings
Houston, TX
08.2024 - 12.2024
- Actively promoted positive behaviors among clients through reinforcement techniques.
- Adapted strategies depending on individual needs while adhering to established protocols.
- Maintained confidentiality according to agency policies regarding client information.
- Monitored client progress and reported changes in behavior or physical condition to supervisor.
- Responded promptly to emergency situations using sound judgment techniques.
- Encouraged socialization through recreational activities such as group outings and community events.
- Participated in team meetings to discuss best practices for providing quality care.
- Performed basic first aid procedures when necessary.
- Respected cultural diversity when interacting with individuals from different backgrounds.
- Established trusting relationships with clients by being a reliable source of support.
- Made beds, swept floors, and sanitized surfaces to support activities of daily living.
- Supervised medication administration, personal hygiene, and other activities of daily living.
Education
Bachelor of Arts - Writing For Film And Television
The Los Angelas Film School
Los Angeles, CA03-2026
Cosmetology License in Cosmetology -
Champion Beauty College
10.2012
Diploma -
Kashmere High School
Houston, TX05.1998
Skills
- Team leadership and supervision
- Workforce Management
- Quality assurance controls
- Mentorship
- Skills Assessment
- Opening and closing processes
- Product Knowledge
- Training
- Employee engagement
- Relationship management
- Patient support
- Individualized counseling
- Emotional awareness
- Cost reduction initiatives
- Health history documentation
- Client empowerment
- Decision-making
- Active listening
- Organization and multitasking
- Team collaboration
- Intervention plans
- HIPAA compliance
- Staff management
- Positive attitude
- Crisis intervention
- Staff education and training
- Client documentation
- Community activities
- State regulations
- Emotional support
- Meal preparation
- Medication administration
Additional Information
- Authorized to work in the US for any employer
Certification
- Licensed Job Skills Trainer - 2021
- Licensed Job Placement Specialist - 2021
- Licensed Cosmetologist - 2011
- Trauma Informed Care
- Medication Administration
- Reporting
- Writing
References
References available upon request.
Timeline
Direct Care Worker
Graceful New Beginnings
08.2024 - 12.2024
Case Manager
Alijah House Children Services
05.2024 - 08.2024
Job Skills Trainer
Texas Workforce Solutions
05.2021 - 08.2024
Technical Support Representative
Comcast
11.2017 - 05.2021
Receiving Dock Associate
Amazon
11.2016 - 04.2018
Salon Owner/Operator
Salon Sheik Shears
08.2015 - 05.2018
Appointment Setter
Dunrich Holding
08.2012 - 06.2015
Customer Service Representative
Access 2 Care
10.2011 - 05.2014
Receptionist
Diversity Home Health Group, LLC
01.2008 - 07.2012
Cosmetology License in Cosmetology -
Champion Beauty College
Diploma -
Kashmere High School
- Licensed Job Skills Trainer - 2021
- Licensed Job Placement Specialist - 2021
- Licensed Cosmetologist - 2011
- Trauma Informed Care
- Medication Administration
- Reporting
- Writing
Bachelor of Arts - Writing For Film And Television
The Los Angelas Film School
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