Sheena Santos
Summary
Accomplished management professional with a 14-year track record of success. Recognized for leading teams, driving operational efficiency, and optimizing administrative processes. Expertise in data analysis, database management, report generation, and document preparation. Excels at supervising teams, managing complex projects, and improving organizational workflows. Fluent in English and Cape Verdean Kriole, with basic proficiency in Spanish. Focuses on achieving company goals through effective leadership, strategic problem-solving, and data-driven decision-making.
Overview
17
17
years of professional experience
Work History
Owner Transfer Supervisor
Holiday Inn Club Vacations
05.2022 - Current
- Lead and manage a team of 4-10 employees, conducting performance reviews and providing ongoing development support
- Collaborate with cross-functional teams, including internal departments, underwriters, and third-party title companies, to resolve complex title issues
- Compile and analyze quarterly data to assess company progress and inform strategic decision-making, presenting findings to senior leadership
- Oversee the creation and management of Microsoft Access databases to track and analyze key owner transfer data, streamlining reporting processes
- Develop and implement departmental SOPs, improving operational efficiency and ensuring compliance with company standards
- Coordinates cross-departmental events, including team-building activities and onsite/offsite meetings, ensuring alignment with organizational goals and providing seamless logistical support
- Partners with IT to develop, test, and repair multiple User Interfaces (UI) for departmental use, enhancing operational efficiency
Owner Transfer Specialist
Holiday Inn Club Vacations
11.2015 - 05.2022
- Managed multiple Microsoft Access databases, streamlining data analysis and report generation for leadership
- Prepared legal property documents, including transfer deeds and tax forms, ensuring accuracy and compliance with regulations
- Conducted thorough title investigations to ensure clear ownership before property transfers, collaborating with title companies and attorneys
- Handled departmental administrative duties, including managing email correspondence, mailing documents, and responding to owner and attorney inquiries
- Processed W8/W9 tax forms, ensuring updated and accurate information for all owner accounts
Front Desk Manager
Club Sevilla Resort
09.2013 - 11.2015
- Managed a team of 4 office staff and 5 groundskeepers, handling employee scheduling, payroll, and resolving grievances
- Led recruitment, training, and performance reviews, improving team efficiency and customer service delivery
- Coordinated and facilitated weekly stakeholder meetings covering property maintenance, guest relations, and strategic company initiatives
- Managed daily accounting tasks, including deposits, rental payments, and reservation fees, ensuring financial accuracy and reporting
- Coordinated logistics for clients using event spaces, including managing schedules, travel arrangements, and meeting preparation, ensuring smooth operations and time optimization
Front Desk Representative
Club Sevilla Resort
07.2008 - 09.2013
- Managed guest reservations, ensuring room assignments aligned with guest and owner preferences
- Created daily reports on check-ins, balancing accounts, and processing payments to ensure smooth operations
- Provided administrative support, including managing team inboxes, responding to inquiries, and mailing owner statements and documents
Education
High School Diploma -
Poinciana High School
Kissimmee, FL05.2007
Skills
- Data Analysis and Reporting
- Database Design Expertise
- Project Management
- Operational Streamlining
- Google Suite/ Microsoft Office Proficiency
- Effective Leadership
- Management
- Intercultural Communication
- Information Technology
- Familiarity With Legal Procedures
- Customer Support Management
- Administrative Management
Languages
English
Native or Bilingual
Cape Verdean Kriole
Native or Bilingual
Spanish
Professional Working
Timeline
Owner Transfer Supervisor
Holiday Inn Club Vacations
05.2022 - Current
Owner Transfer Specialist
Holiday Inn Club Vacations
11.2015 - 05.2022
Front Desk Manager
Club Sevilla Resort
09.2013 - 11.2015
Front Desk Representative
Club Sevilla Resort
07.2008 - 09.2013
High School Diploma -
Poinciana High School
Similar Profiles
Joseph UlenJoseph Ulen
Accountant at Holiday Inn Club VacationsAccountant at Holiday Inn Club Vacations
Kevin LeeKevin Lee
Senior Manager, Guest Service at Holiday Inn Club Vacations GalvestonSenior Manager, Guest Service at Holiday Inn Club Vacations Galveston
LAQUASHA BREWERLAQUASHA BREWER
Timeshare Sales Agent at Holiday Inn Club VacationsTimeshare Sales Agent at Holiday Inn Club Vacations