Summary
Overview
Work History
Education
Skills
Timeline
Generic

Eden Mercado

Blossvale

Summary

Digital Growth Strategist & Operational Leader with 5+ years of experience driving multimillion-view content ecosystems (20K+ YouTube subs, 40K+ Twitch followers) while managing high-stakes operations in regulated industries. Expert in transforming audience engagement into revenue (300% growth via sponsorships/data-driven optimization) and leading teams through complex challenges—from de-escalating casino security incidents to optimizing $1m+ inventory systems. Pursuing leadership roles demanding expertise in scaling customer-centric ventures, operational excellence, and cross-functional team development.

Overview

13
13
years of professional experience

Work History

Freelancer

Self Employed
Blossvale
02.2015 - Current
  • Content Creation & Scriptwriting: Researched, scripted, and produced 150+ educational gaming guides (2M+ views).
  • Video Production & Editing: Edited high-engagement videos (Davinci Resolve) with graphics/animations.
  • Live Broadcasting: Managed end-to-end Twitch streams (OBS) with real-time technical troubleshooting.
  • Community Growth: Grew YouTube channel to 20K+ subscribers and Twitch to 40K+ followers through targeted educational content.**
  • Audience Education: Designed step-by-step curricula for complex game mechanics (85% avg. retention).
  • Conflict Resolution: Moderated communities of 40K+, de-escalating toxic interactions impartially.
  • Monetization & Branding: Monetized cross-platform audience via sponsorships and affiliate marketing.
  • Data-Driven Growth: Optimized content using SEO/A-B testing, driving 300% follower growth in 12 months.
  • Project Management: Orchestrated content calendars across YouTube/Twitch, balancing 5+ weekly streams/guides.
  • Public Speaking: Delivered live commentary to 300+ concurrent viewers (Twitch).
  • Adaptability: Pivoted content during algorithm changes, maintaining 70% viewer retention

Floor Manager

Turning Stone Resort and Casino
Verona
02.2021 - 07.2024
  • Resolved diverse customer inquiries and complaints promptly and professionally across multiple channels, leveraging deep product knowledge to enhance satisfaction and improve service ratings, including diffusing tense situations.
  • Elevated customer service standards through expert resolution of complex issues, comprehensive product knowledge, and maintaining composure in high-pressure interactions.
  • Coached, mentored, and trained team members on customer service, policies, and performance standards, delivering constructive feedback.
  • Assessed performance, developed improvement plans, and delegated strategic tasks to foster individual skill growth and team capability.
  • Managed daily store operations (opening/closing, shift changes, environmental standards) ensuring optimal readiness, compliance, and financial controls.
  • Conducted operational audits and supervised receiving/stockroom activities to uphold standards, identify opportunities, and minimize shrinkage.
  • Ensured high inventory accuracy through regular stock counts, discrepancy reconciliation, and supervision of inventory processes.
  • Analyzed customer feedback and operational processes to identify actionable opportunities for improving service quality and efficiency.
  • Managed financial records and activities including budgeting, forecasting, and daily financial controls.
  • Fostered a collaborative team environment by promoting teamwork and encouraging initiative on projects.
  • Interviewed candidates and provided hiring recommendations to HR.
  • Participated in management meetings to report on progress, operational updates, and strategic initiatives.

Table Games Dealer

Turning Stone Resort and Casino
Verona
08.2014 - 02.2022
  • Dealt Blackjack, Baccarat, Craps, and Roulette professionally and accurately, ensuring strict adherence to game rules, procedures, and gaming regulations.
  • Provided exceptional guest service: explained game rules clearly to new players, fostered an entertaining atmosphere through engaging conversation, and greeted patrons enthusiastically to ensure memorable experiences.
  • Managed game transactions efficiently: collected losing bets, paid out winnings promptly and accurately, and handled money/chips with speed and precision.
  • Vigilantly monitored player behavior for signs of cheating (card marking/switching/counting) or disruptive conduct, promptly communicating concerns to supervisors/security.
  • Resolved player disputes swiftly and professionally using active listening and positive engagement skills, effectively de-escalating tense situations and calming upset guests.
  • Conducted pre-shift inspections and performed minor maintenance to ensure all gaming equipment was fully functional and compliant.
  • Maintained a consistently positive, professional, and calm demeanor throughout all shifts, even during high-pressure interactions.
  • Coordinated effectively with table games team members and security personnel, including requesting escorts for patrons with large winnings.
  • Promoted casino special events and initiatives to enhance guest engagement within the table games area.

Cook

Celtic Harp Bar and Grill
Utica
10.2013 - 08.2014
  • Organized walk-in coolers and freezers according to established guidelines.
  • Assisted in serving meals to customers as needed.
  • Prepared ingredients for use in cooking, such as washing, peeling, cutting and slicing vegetables.
  • Inspected finished dishes for quality assurance purposes.
  • Discarded spoiled food items immediately following established procedures.
  • Operated grills, ovens and other kitchen equipment as required for meal preparation.
  • Adhered strictly to safety regulations while handling sharp knives or operating machinery.

Dietary Aide

Loretto Health & Rehabilitation
Utica
04.2012 - 08.2012
  • Provided assistance with meal setup, serving, and clean up as needed.
  • Observed special diets prescribed by physicians or nutritionists.
  • Delivered meals to residents and patients in their rooms when requested.
  • Operated kitchen equipment safely and efficiently.
  • Assisted with preparation of snacks and other light meals.
  • Monitored expiration dates on products and disposed of any spoiled or expired foods.
  • Cleaned and sanitized kitchen equipment and surfaces.

Education

GED -

Boces
Utica, NY
01-2011

Skills

  • Team Training & Performance Coaching
  • Operational Efficiency Optimization
  • Inventory Control ($1m daily)
  • Regulatory Compliance & Audit Management
  • Conflict Resolution & Customer Escalation
  • Content creation
  • Video editing
  • Live broadcasting
  • Community engagement
  • Project management

Timeline

Floor Manager

Turning Stone Resort and Casino
02.2021 - 07.2024

Freelancer

Self Employed
02.2015 - Current

Table Games Dealer

Turning Stone Resort and Casino
08.2014 - 02.2022

Cook

Celtic Harp Bar and Grill
10.2013 - 08.2014

Dietary Aide

Loretto Health & Rehabilitation
04.2012 - 08.2012

GED -

Boces

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