Toni Spikes
Conduent
Brandon
9
years of professional experience
Dynamic Senior Customer Service Representative at Conduent with expertise in complaint resolution and account management. Proven track record in de-escalating sensitive issues while maintaining high-quality support. Skilled in live chat and email management, consistently enhancing customer satisfaction through effective communication and problem-solving.
Work History
Senior Customer Service Representative
1 Year 9 Months- Managed complex customer inquiries by delivering accurate policy and account guidance.
- Maintained detailed CRM documentation to support consistent case follow-up.
- Reviewed and processed service requests, transactions, and adjustments within required guidelines.
- De-escalated sensitive concerns while preserving professional customer communication.
- Coordinated multiple chat conversations simultaneously while sustaining response quality.
Tier 2 Technical Support Specialist
1 Year 7 Months- Resolved escalated technical issues for customer support systems and kept case notes accurate with timely follow-up.
- Helped users with login access and application errors through ticket workflows and knowledge base guidance.
- Reviewed recurring incidents to find root causes and support process updates.
- Assisted users with software, hardware, and connectivity troubleshooting using clear, consistent communication.
- Reviewed ticket complexity and routed cases to tier 3 team when needed.
Recruitment Coordinator
3 Years 7 Months- Supported candidate screening, interview scheduling, and follow-up communication across multiple open requisitions.
- Maintained applicant tracking system records, updating candidate status and hiring documentation accurately.
- Worked with hiring managers to align staffing needs, job requirements, and interview availability.
- Assisted with onboarding tasks, including paperwork collection, new hire orientations, and compliance verification.
- Monitored background checks, drug screenings, and credential verifications through completion.
Front Desk Receptionist
1 Year 9 Months- Welcomed visitors and parents, supported sign-in procedures, and maintained secure front office entry.
- Answered multi-line phone calls, routed messages, and handled routine inquiries promptly.
- Updated student attendance, late arrivals, and early dismissals with accuracy.
- Kept confidential records, forms, and communication logs in line with school procedures.
Education
High School Diploma
MA - Medical Assistant
Skills
Customer support
Complaint resolution
Quality assurance
Payment processing
Account management
Live chat support
De-escalation techniques
Email management
Timeline
Senior Customer Service Representative
Conduent
01.2025 - CurrentRead More
Tier 2 Technical Support Specialist
Navient
06.2023 - 01.2025Read More
Recruitment Coordinator
Mobile Staff Solutions
10.2019 - 05.2023Read More
Front Desk Receptionist
Kipp Elementary
12.2017 - 09.2019Read More
Mifflin High School
High School Diploma
Read More
Everest Institute
MA from Medical Assistant
Read More