Edwina London
Houston
Summary
Customer service professional with expertise in providing tailored experiences through active listening and empathy. Demonstrated success in troubleshooting and resolving issues promptly, resulting in high customer satisfaction rates. Maintains professionalism in dynamic environments while effectively managing multiple inquiries.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Remote Customer Service Agent
QVC Group
09.2025 - Current
- Employed active listening and empathy to identify customer needs and deliver tailored service explanations.
- Delivered personalized customer experiences by troubleshooting technical and shipment issues.
- Addressed product questions and resolved issues promptly to maintain customer loyalty.
- Managed order processing, payment confirmation, and return handling for customer satisfaction.
- De-escalated complex situations by analyzing customer accounts, ensuring timely resolution of inquiries.
- Managed high call volumes across multiple systems and screens, maintaining service quality and responsiveness.
- Processed payments, confirmed refunds, and placed new orders accurately.
Certified Nursing Assistant (part time)
Capstone Healthcare Estates
01.2021 - Current
- Provided encouragement and support to improve patient morale and well-being.
- Supported patients in achieving greater independence and motivation.
- Provided grooming and bathing assistance to maintain patient hygiene.
- Observed and recorded patient’s daily activities
- Shared patient observations with staff nurse to ensure seamless patient care.
- Documentation and Charting Behavioral Observation
Remote Chat/Email Customer Care Specialist
Hyatt Corporation
11.2021 - 08.2025
- Delivered exceptional support via email and chat channels, focusing on First Contact Resolution (FCR) to efficiently resolve guests' concerns without the need for follow up
- Actively listened and assessed guest needs to provide accurate information, troubleshooting assistance, or resolution of service issues
- Created and managed detailed service cases for guests, ensuring thorough follow-up and accountability across departments
- Empowered to make real time decisions and offer solutions that align with company policies while prioritizing guest satisfaction
- Maintained calm and professional tone during high-volume, fast-paced environments while consistently meeting key performance indicators (KPI)
- Participated in training sessions to enhance product knowledge and customer service skills
Remote Call Center Phone Agent
Hyatt Corporation
09.2018 - 11.2021
- Assisting guests with reservations, inquiries, and service requests via phone
- Booking and modifying reservations, and managing cancellations
- Answering questions about hotel rates, amenities, and policies
- Ensured positive, helpful experiences for guests through attentive service
- Addressed customer concerns, troubleshot issues, and provided effective solutions
- Prioritizing guest satisfaction and providing excellent service
- Documented and escalated complex issues to the appropriate departments.
- Participated in training sessions to enhance product knowledge and customer service skills
- Worked remotely to assist guests
Certified Nursing Assistant
Parkway Place Nursing Home
11.2013 - 01.2021
- Monitored vital signs and documented resident health status to ensure timely interventions.
- Administer medication to residents in accordance with state regulations
- Provided personal care and services to residents
- Checked personal hygiene and mobility of residents to ensure well-being.
- Observed and reported abnormal behavioral patterns to management for prompt care adjustments.
- Created a home-like environment by ensuring residents received care with dignity and respect.
Nursing Aide (Part time)
Dimension Health Services
05.2014 - 12.2020
- Monitored vital signs and documented findings to ensure client health and safety
- Provided personal care and grooming to client
- Prepared nutritious meals and maintained cleanliness in client's home to promote a safe and comfortable living environment
Remote Call Center Phone Agent
Convergys Call Center
01.2018 - 07.2018
- Handle inbound calls by providing support and solutions to customer inquiries and issues
- Managing customer interactions and maintaining a positive customer experience
- Provided remote customer support, effectively resolving inquiries and contributing to overall service goals
- Troubleshoot technical issues, resolve customer complaints, and escalate complex problems to the appropriate channels
- Maintain clear and concise communication with customers, colleagues, and supervisors
- Identified and pursued opportunities to upsell or cross-sell products and services, enhancing customer value
- Used company-provided equipment and software to perform tasks
Live In Caregiver
Devoted Assisted Living
01.2013 - 07.2013
- Administered daily medication reminders to ensure residents' adherence to health regimens
- Performed activities of daily living for residents
- Coordinated laundry services for residents' clothing to maintain personal hygiene and comfort
- Executed housekeeping tasks to uphold a clean and safe living environment for residents
Security Officer
Ross University School of Medicine
01.2003 - 02.2012
- Ensured maximum security for medical students on campus
- Screened incoming and outgoing visitors for proper identification
- Monitored main entrance with surveillance equipment
- Responded to alarms and calls of distress
- Coordinated movement between guard posts to optimize security coverage
- Ensured all medical students had identification to prevent breaches on premises
- Patrolled the premises on interval durations
Education
High School Diploma -
Portsmouth Secondary School
Portsmouth, DominicaSkills
- Customer-focused service
- Written communication
- Documentation expertise
- Computer applications proficiency
- Problem-solving techniques
- Conflict resolution
- Language proficiency
Certification
Certified Nursing Assistant 08/2013 to present
Timeline
Remote Customer Service Agent
QVC Group
09.2025 - Current
Remote Chat/Email Customer Care Specialist
Hyatt Corporation
11.2021 - 08.2025
Certified Nursing Assistant (part time)
Capstone Healthcare Estates
01.2021 - Current
Remote Call Center Phone Agent
Hyatt Corporation
09.2018 - 11.2021
Remote Call Center Phone Agent
Convergys Call Center
01.2018 - 07.2018
Nursing Aide (Part time)
Dimension Health Services
05.2014 - 12.2020
Certified Nursing Assistant
Parkway Place Nursing Home
11.2013 - 01.2021
Live In Caregiver
Devoted Assisted Living
01.2013 - 07.2013
Security Officer
Ross University School of Medicine
01.2003 - 02.2012
High School Diploma -
Portsmouth Secondary School