Réne Gilman
Varnville
Summary
Compassionate Human Services Professional skilled in crisis intervention and complex case management. Transforms high-stress situations into supportive environments through effective de-escalation techniques. Enhances service delivery for vulnerable populations while ensuring confidentiality and compliance. Employs empathetic communication to facilitate access to essential resources.
Overview
24
24
years of professional experience
Work History
Customer Experience Representative
Conduent
01.2026 - Current
- Managed Medicaid applications and renewals through a multi-processing system with BenePath and Worker Portal while using Max Agent as our Phone system.
- Researched cases to answer questions for callers to inform them of while their case is still being processed.
- Informed callers of requirements needed for processing department to complete applications.
- Investigated discrepancies in benefits through state system OIT, resolving issues to ensure callers received active benefits.
- De-escalated upset callers and prioritized cases requiring special attention due to medical emergencies.
- Conduent is a technology-based company that helps government agencies and commercial clients with programs to support the benefits of payments, healthcare solutions, transportation management, customer care, and digital payments. https://careers.conduent.com/us/en/home
Customer Experience Associate Level Two
Conduent
09.2024 - 01.2026
- Managed complex multi-program case inquiries across SNAP, Medicaid, CCAP, and KTAP systems, processing applications and coordinating with case workers to ensure timely access to appropriate services.
- De-escalated high-stress client situations while maintaining professionalism and confidentiality, transforming frustrated callers into supported individuals with clear next steps.
- Coordinated client-case worker appointments and updated account information using CRM, Genesys, and Proponsis, serving as a vital liaison between clients navigating public assistance and professionals managing their cases.
- Conducted thorough case documentation and compliance reviews, verifying case worker submissions met enrollment requirements and maintaining detailed call notes for continuity of care.
- Conduent is a technology-based company that helps government agencies and commercial clients with programs to support the benefits of payments, healthcare solutions, transportation management, customer care, and digital payments. https://careers.conduent.com/us/en/home
Customer Service Representative Level One
Conduent
01.2024 - 09.2024
- Serviced EBT and WIC card systems across multiple states, resolving client issues efficiently while navigating diverse state regulations and platform requirements using Avaya, Genesys, and Proponsis.
- Applied crisis de-escalation techniques to transform tense interactions into productive problem-solving conversations while protecting sensitive client information.
- Maintained strict confidentiality and compliance standards across diverse state programs, ensuring all client interactions met privacy requirements and professional service standards.
- Applied cross-cultural competency by treating each caller with respect and dignity, effectively supporting vulnerable populations through understanding and empathy.
- Conduent is a technology-based company that helps government agencies and commercial clients with programs to support the benefits of payments, healthcare solutions, transportation management, customer care, and digital payments. https://careers.conduent.com/us/en/home
Correctional Officer
Beaufort County Detention Center
Beaufort
02.2002 - 01.2006
- Ensured safe, secure environment for incarcerated individuals, complying with all Federal and State regulations.
- Executed crisis intervention and suicide prevention protocols in high-security environments, maintaining safety and dignity for pretrial detainees across minimum, medium, and maximum-security housing units.
- Managed comprehensive intake and classification systems, processing individuals from arrest through incarceration, including search/seizure, documentation, housing assignment based on risk assessment, and tracking of release/sentencing dates.
- Coordinated multi-facility transfer logistics and records management, maintaining accurate logs and documentation while managing multi-panel switchboard for communications.
- BCDC offers programs for inmates to support resocialization, education, and self-esteem development, as well as recreation and self-establishment training for all staff, in accordance with State and Federal guidelines to maintain accreditation standards. https://www.beaufortcountysc.gov/detention-center/
Education
Bachelor of Science - Human Services
Walden University
Minneapolis, MN11-2025
Associate of Science - Criminal Justice
Technical College of The Lowcountry
Beaufort, SC05-2000
Skills
- Dedicated Human Services Professional with extensive experience in crisis intervention, along with an enhanced record-keeping background of multi-complex system cases Consists of a solid foundation in behavioral science with a hands-on approach in corrections, social services, and high-pressure customer service environments Adapt and de-escalate conflicts using empathy and professionalism to support individuals in challenging situations Using these skills demonstrates the ability to pay close attention to meticulous details in documentation, ensuring compliance across diverse platforms and regulatory frameworks Experience in problem-solving and navigation in vulnerable populations through trauma-informed care and resource coordination
- Case management
- Crisis intervention
- Customer service
- Customer support
Awards And Acknowledgements
- NATIONAL HONOR SOCIETY
- PHI THETA KAPPA
- ALPHA SIGMA LAMBDA
- OMEGA NU LAMBDA: NATIONAL HONOR SOCIETY FOR ONLINE STUDENTS
Timeline
Customer Experience Representative
Conduent
01.2026 - Current
Customer Experience Associate Level Two
Conduent
09.2024 - 01.2026
Customer Service Representative Level One
Conduent
01.2024 - 09.2024
Correctional Officer
Beaufort County Detention Center
02.2002 - 01.2006
Bachelor of Science - Human Services
Walden University
Associate of Science - Criminal Justice
Technical College of The Lowcountry