SARAH SEAMAN AGUIRRE
Lake Villa,IL
Summary
Customer Success Leader driven to support customer success with 20 years of diverse, multi-industry customer service and project management experience. Solution- oriented professional prepared to leverage experience and strengths to take on dynamic position with long-term potential to meet evolving industry demands.
Overview
23
23
years of professional experience
Work History
Customer Success Manager
Ordering360
01.2021 - Current
- Remote position working in collaboration with Sales, POS partners, restaurant operators and various service providers to build and maintain smooth, successful service operations for over 1000 restaurant partner across the US and Canada
- On-boarding for approximately 20-35 clients per month
- Management of approx 35+ support calls & emails per day
- Technical Support ona daily basis for multiple hardware, software and various integrated partner systems.
- Management of onboarding and product setup, fostering successful adoption and productive usage.
- Created customer support and problem solving strategies to increase customer retention, optimizes user systems and increase customer sales.
- Delivered exceptional user experiences by consistently exceeding customer expectations in analyzing data to identify trends and develop strategies to improve customer success metrics.
Event Service Manager
Safety Service Systems, Inc, S3, Inc
01.2001 - 01.2022
- Directed guests service teams of 10-50 direct reports for large events, including Lollapalooza, The Chicago Bears and EA Sports Maui Invitational.
- Trained junior staff members, enhancing their skills in event management and customer service.
- Managed venue safety, entry operations, VIP services, access control, security operations, team training and client coordination.
- Directed ADA compliant accessibility programs.
- Coordinated project logistics and administration across multiple events and venue.
- Writing and editing for event manuals.
- Supervision of recruitment and training programs developing seasonal guest service teams.
- Managed administrative and operations logistics for events across the United States.
Restaurant Front of House Manager
Maple & Ash Chicago
01.2019 - 01.2020
- Management of daily guest reservations, long-term reservation planning and VIP guest accounts using SevenRooms software.
- Developed high-performing teams by providing training, guidance, and operational support.
- Collaborated with back of house management to ensure seamless communication between kitchen and service staff for optimal dining experiences.
- Mentored new team members on restaurant policies, procedures, and best practices to ensure consistent guest experiences across shifts.
Event Manager
Freelance
01.2014 - Current
- Recruiting, development and deployment of volunteer and event staff teams.
- Managed Event day operations in collaboration with producers, venue management, city services and artists teams
- Consulted on access operations and event security for events drawing 2,000-10,000 guests per day at venues including Chicago's Millenium Park, The Art Institute of Chicago, Navy Pier and the MCA Chicago.
- Projects include: 2014 Chicago Dancing Festival, 2015 Make Music Chicago, 2019 Midwinter Music Festival and 2018-2023 Slow & Low-Lowrider Festival
Box Office Manager
Riverfront Theater
05.2012 - 01.2013
- Developed and managed operational procedures for Riverfront Theater's 5000 seat performance space and flexible venue areas.
- Directed order management, ticketing systems administration and sales via Ticketmaster software.
- Directed recruiting and development of box office service & administration team.
- Location Closed in January 2013
Office Administrator
Cancer Legal Resource Center
01.2012 - 05.2012
- Directed customer service operations via phone, email, and in-person, with approximately 10-15 client service support, intake and communications per day, usually involving sensitive medical and legal content
- Supervised national participant databases via Citrix.
- Coordinated logistics, local outreach marketing for events and project related to national conferences.
- Demonstrated exceptional multitasking abilities while juggling diverse ad-hoc administrative responsibilities.
- Reconciled account files and produced monthly reports.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
Guest Services & House Manager
The Museum of Contemporary Art
01.2009 - 01.2012
- Managed ticketing and membership operations via Tessitura CRM for museum access and productions in the 1500 seat MCA Chicago performance space.
- Managed 50+ calls per day regarding visitor support for access, events and tickets sales.
- Supervision of guest services, including MCA Chicago member services, exhibit education, and special events
- Administrative management for performance contracts, travel and coordination with artist production teams and MCA Chicago leadership.
- Direction of theater volunteer training and operations
- Collaboration with MCA leadership and departments to facilitate museum initiatives, joint programming and educational partnerships.
Education
Bachelor of Arts - Theater Design & Stagecraft
Columbia College Chicago
Chicago, IL06.2004
Skills
- Microsoft Office Suite
- Google Suite
- Adobe Design Suite
- SEVENrooms
- Customer Success Management
- Technical Support
- Team Leadership
- Client Relations
Timeline
Customer Success Manager
Ordering360
01.2021 - Current
Restaurant Front of House Manager
Maple & Ash Chicago
01.2019 - 01.2020
Event Manager
Freelance
01.2014 - Current
Box Office Manager
Riverfront Theater
05.2012 - 01.2013
Office Administrator
Cancer Legal Resource Center
01.2012 - 05.2012
Guest Services & House Manager
The Museum of Contemporary Art
01.2009 - 01.2012
Event Service Manager
Safety Service Systems, Inc, S3, Inc
01.2001 - 01.2022
Bachelor of Arts - Theater Design & Stagecraft
Columbia College Chicago
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