Rebecca Femiano
Fort Myers,FL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
16
16
years of professional experience
Work History
Customer Service & Sales Leader
Comcast
Fort Myers, FL
01.2010 - 01.2015
- Handled complex customer situations with professionalism and poise in a high-pressure environment.
- Consistently met or exceeded performance goals while supporting overall team success.
- Led customer service team, ensuring high-quality support and issue resolution.
- Developed training programs to enhance staff knowledge and service delivery.
- Established best practices for customer engagement, driving overall satisfaction rates higher.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Investigated and resolved accounting, service and delivery concerns.
Server | Member Services
The Landings Yacht & Tennis Club
Fort Myers, FL
10.2025 - 05.2026
- Deliver personalized, high-touch service to members in an exclusive private club setting while upholding premium standards of excellence.
- Build and maintain strong rapport with members through discretion, professionalism, and genuine care.
- Anticipate member needs and adapt quickly to ensure exceptional experiences in a high-standard environment.
- Facilitated collaboration among team members and management to enhance service flow and operational efficiency.
Front Desk Receptionist
Kona Kai
Sanibel, FL
01.2017 - 01.2025
- Managed full-cycle front desk operations, including reservations, billing, scheduling, and guest communications for a busy resort property.
- Acted as the primary point of contact and trusted problem-solver, resolving guest concerns with professionalism and strong follow-through.
- Coordinated with maintenance and operations teams to ensure property functionality and consistently high guest satisfaction.
- Maintained accurate records and facilitated clear cross-team communication to support efficient daily operations.
Education
English
Waubonsee Community College
High School Diploma -
Aurora Central Catholic High School
Aurora, IL2006
Skills
- Guest & Member Experience Excellence
- Operations Coordination & Scheduling
- Administrative Organization & Follow-Through
- Calm Problem-Solving Under Pressure
- Team Collaboration & Communication
- Client Relationship Management
- Time Management & Multitasking
- Strong work ethic
- Exceptional customer service
- Guest engagement
- Memory retention
- Customer service
- Team collaboration
- Sales expertise
Timeline
Server | Member Services
The Landings Yacht & Tennis Club
10.2025 - 05.2026
Front Desk Receptionist
Kona Kai
01.2017 - 01.2025
Customer Service & Sales Leader
Comcast
01.2010 - 01.2015
High School Diploma -
Aurora Central Catholic High School
English
Waubonsee Community College