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Tricia Mercado

@triciamercado

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Hospitality professional with 20+ years in guest experience, service recovery, and remote support.

Philippines

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What I'm looking for

I am seeking a remote guest experience or customer support role that values empathy, clear communication, operational excellence, and opportunities to improve processes and customer satisfaction.

I am a hospitality and guest service professional with over 20 years of experience delivering high-touch guest communications and operational coordination in luxury environments. I specialize in complaint resolution, service recovery, and managing escalations to restore guest satisfaction.

Throughout my career I supervised contact center operations, supported high-volume inquiries, and coordinated cross-departmental teams to fulfill guest requests and improve service efficiency. I have led teams at City of Dreams Manila, St. Luke’s Medical Center, and Edsa Shangri-La Manila, focusing on timely resolution and quality standards.

After a career break, I am eager to transition my skills into a remote Guest Experience or Customer Support role where I can apply proven processes and strong communication across email, phone, and chat channels. I bring experience with CRM and guest profile systems and a commitment to continuous learning.

I am collaborative, service-oriented, and driven to create seamless guest journeys. I seek opportunities where I can contribute operational expertise, enhance customer satisfaction, and support a culture of empathy and efficiency.

Experience

Work history, roles, and key accomplishments

Assistant Manager – Guest Services

City of Dreams Manila

Jan 2014 - Jan 2020 (6 years)

Supervised guest communications and contact center operations, managed escalated guest concerns and service recovery, and implemented process improvements to enhance service efficiency over a six-year tenure.

Contact Center Management Escalations Service Recovery Process Improvement CRM Google Workspace

Communication Center Manager

St. Luke’s Medical Center

Jan 2010 - Jan 2014 (4 years)

Oversaw daily communication center operations handling high-volume inquiries, managed complaint handling and service recovery processes to ensure prompt resolution and quality service.

Call Center Management Complaint Resolution Service Recovery CRM Microsoft Office Email Communication Team Leadership

Guest Service Center Manager

Edsa Shangri-La Manila

Jan 1993 - Jan 2010 (17 years)

Managed high-volume guest inquiries via phone and email, coordinated cross-departmental operations to fulfill requests, and led service recovery efforts to maintain luxury hospitality standards across a long-term role.

Guest Relations Hospitality Service Recovery CRM Operations Coordination