Arnasia Hopkins
Tracy
Summary
Administrative Professional experienced in field coordination, customer service, and security. Streamlined operations and enhanced organizational efficiency through effective conflict resolution and communication skills. Delivered exceptional customer support by reducing dissatisfaction and fostering positive interactions.
Overview
12
12
years of professional experience
Work History
Remote Call center representative
Complex care solutions
Tracy
09.2025 - Current
- Managed high volume of inbound customer inquiries effectively.
- Provided accurate product information and service details to customers.
- Resolved customer complaints through active listening and problem-solving techniques.
- Documented customer interactions using company-specific software systems.
- Followed up on unresolved issues to ensure customer satisfaction remained high.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated customer accounts, addresses and contact information within call management databases.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
Field Coordinator / Administrative Assistant
The Table Community Foundation
Stockton
06.2021 - 08.2024
- Coordinated staff scheduling and shift assignments for multiple team members, ensuring optimal coverage and efficiency.
- Approve and review staff timecards to ensure accurate payroll processing.
- Acted as the primary point of contact for employees, handling attendance issues, shift changes, and general inquiries.
- Facilitated conflict mediation and provided solutions to workplace issues, fostering a positive team environment.
- Demonstrated strong problem-solving skills by addressing operational challenges in real time.
- Led staff meetings to discuss project updates and collaboratively address challenges, enhancing team communication.
- Managed logistics for events, ensuring smooth execution and participant satisfaction.
- Assisted with program audits to ensure compliance with organizational policies and standards.
Dispatch Call Center Agent
Quest Towing and Roadside Assistance
Henderson
01.2017 - 01.2021
- Handled high-volume inbound calls, assisting customers with roadside assistance needs.
- Effectively dispatched tow trucks and coordinated service calls using mapping and GPS tools.
- Maintained accurate records of service requests, ensuring timely follow-ups and resolution.
- Managed paperwork associated with service requests, providing clear documentation for billing and tracking.
- Coordinated service requests between clients and tow truck operators.
- Assisted customers with towing and roadside assistance inquiries.
- Managed high call volume while maintaining customer satisfaction.
Security Officer
Challenge Security
Stockton
04.2014 - 12.2016
- Worked as a licensed professional security officer, maintaining the safety and security of personnel and property.
- Monitored entrances, exits, and access points to secure premises and prevent unauthorized access.
- Documented security-related events and activities through detailed incident reports and logs, enhancing accountability and response strategies.
- Responded swiftly to emergency situations, including accidents and disturbances, implementing appropriate actions to mitigate risks and ensure safety.
- Ensured compliance with legal and company safety and security regulations, reinforcing organizational integrity and operational standards.
Education
High School Diploma -
Plaza Robles High School
Stockton, CASkills
- Call Center Software
- Call center operations
- Inbound call handling
- Customer relationship management
- Dispute resolution
- Call Routing Management
- Call logs
- Employee scheduling
- Scheduling software
- Schedule management
- Time management
- Call logs
- Regulatory compliance
- Decision analysis
- Troubleshooting
- Microsoft Office
- Communication strategies
- Listening skills
- Customer retention
- Regulatory compliance
- Decision analysis
- Schedule planning
Languages
English
Timeline
Remote Call center representative
Complex care solutions
09.2025 - Current
Field Coordinator / Administrative Assistant
The Table Community Foundation
06.2021 - 08.2024
Dispatch Call Center Agent
Quest Towing and Roadside Assistance
01.2017 - 01.2021
Security Officer
Challenge Security
04.2014 - 12.2016
High School Diploma -
Plaza Robles High School