Marc G.
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Marc G. is a seasoned professional specializing in the intersection of content creation and customer service within the hospitality industry. As a Content Writer/Editor at Jetstream Hospitality Solutions, Marc expertly crafted and optimized descriptions for over 18,000 accommodation units globally, significantly increasing visibility and conversion rates through advanced AI-powered models. He spearheaded the content optimization initiative, generating an additional €63,547.89 in revenue in its first month. Previously, as a Customer Service Team Lead, he managed a remote team covering European and US markets, ensuring high-quality customer interactions and compliance with remote-work policies. His leadership and strategic insight into workforce management facilitated seamless operations and process improvements. With a robust background in the Business Process Outsourcing industry and substantial experience in service-quality enhancement, Marc is adept at driving cross-functional collaboration and operational excellence. His prowess in knowledge management, process design, and AI application in content creation are key assets to organizations aiming for streamlined operations and enhanced customer experiences.
Experience
Content Writer/Editor
Jetstream Hospitality Solutions · 2022 — 2025Crafted and refined descriptions, photos, and operational processes for over 18,000 accommodation units in more than 70 global destinations, including vacation rentals in Canada, USA, Mexico, UK, and France. Created internal documentation to enhance team workflow consistency. Developed AI-powered models to optimize listing visibility and conversion rates across multiple channels. Played a role in process improvements for content, operations, and customer success teams.Customer Service Team Lead
Jetstream Hospitality Solutions · 2020 — 2022Facilitated cross-team collaboration and ensured high standards in customer support while managing a geographically distributed team handling overflow support for European and US markets. Oversaw workforce scheduling and performance metrics, upholding adherence to policy compliance. Created and maintained standard operating procedures, ensuring consistent output and quality within the team.Data Entry Associate
Jetstream Hospitality Solutions · 2018 — 2020Led the onboarding process for new properties into Airbnb and the company CRM, ensuring data accuracy and readiness for publication. Identified opportunities for workflow enhancements to minimize duplication and inefficiencies in property onboarding.Customer Service & Support Experience
Business Process Outsourcing Industry · 2007 — 2017Held various front-line and specialist positions at organizations such as IBM Daksh, Asurion, Google-Concentrix, Baycorp, ACM Group, and Genpact, focusing on customer service, technical support, and debt collection in high-pressure contact center settings.