Madison Sago
Summary
Experienced, driven, and dynamic Team Leader at Universal Orlando Resort with a passion for Mentorship, Entertainment, and Events operations. Uses prior knowledge and assistance from others to grow, adapt, and succeed in many roles and venues resort-wide.
Overview
5
5
years of professional experience
Work History
Team Leader
Fish/Caro-Seuss-El/If I Ran the Zoo
07.2023 - Current
- Introduced and took ownership of a new Mentorship Program between Fish and Cat in the Hat, meeting one-on-one with Team Members to set goals towards future development
- Foster the "Express Question of the Week" incentive to encourage increased knowledge of Express products and procedures
- Facilitated Access Control through badging stations for the first One Fish Dry period
- Assisted with equipment relocation and set up amongst a major Team Member break space renovation
- Provide necessary on-the-job Leadership training for transferring and cross-training Team Leaders
- Partner with peers to provide materials for in-venue Diversity, Equity, and Inclusion spotlights
- Adapted to and facilitated changes with Early Park Admission set-up and procedures, adjusting in the moment when necessary
- Partner with Technical Services, Entertainment, Guest Services, and the Accessibility Team to share project and operational ideas/info to improve Guest experience throughout Seuss Landing
- Maintain cross-certification as an Attractions Attendant at Dudley-Do-Right's Ripsaw Falls and as a Team Leader at The Cat in the Hat to assist with staffing needs and leadership coverage
Attractions Trainer
Dudley-Do-Right's Ripsaw Falls
08.2020 - 07.2023
- Provided cross-training opportunities that allowed for greater staffing flexibility for needs across the resort
- Facilitated revisions and proposed changes to multiple Standard Operating Procedures documents
- Provided necessary training for newly onboarded venue trainers
- Received cross-training opportunities at multiple venues during annual Dry periods
- Managed Access Control stations when necessary throughout multiple annual Dry periods
Haunted House Attendant
Halloween Horror Nights
08.2019 - 11.2022
- Served seasonally as a Haunted House Attendant for 2019 Jordan Peele's "Us", 2021 The Wicked Growth: Realm of the Pumpkin, and 2022 Descendants of Destruction
- Served as a designated Leader for multiple Queue Build days, providing skills and training to incoming Team Members
- Worked with House Team Leaders and proposed queue adjustment ideas to resolve accessibility concerns
- Managed crowd control and in-the-moment queue and Spotter adjustments through partnership with Entertainment staff and Technicians
Education
Bachelor of Arts - Film
University of Central Florida
Orlando, FL05-2019
Skills
- American Sign Language
- Microsoft Office Suite
- Mentoring and Coaching
- Marquee Events Operations
- Team Collaboration
Timeline
Team Leader
Fish/Caro-Seuss-El/If I Ran the Zoo
07.2023 - Current
Attractions Trainer
Dudley-Do-Right's Ripsaw Falls
08.2020 - 07.2023
Haunted House Attendant
Halloween Horror Nights
08.2019 - 11.2022
Bachelor of Arts - Film
University of Central Florida
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