MARK MAYANK ROY
Summary
MBA (International Business – Marketing) student with experience in customer care and project management. Adept at brand communication, resolving customer issues, and enhancing customer experience. I am committed to continuous learning and dedicated to contributing positively to organizational success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Key Project Manager and Client Relations
Stirrup Communication Consultants
Mumbai
04.2025 - 06.2025
- Assisted in crafting strategic brand communication and ESG narratives for clients across real estate, FMCG, and energy sectors.
- Contributed to positioning strategies by analyzing market trends and communication gaps through benchmarking exercises.
- Participated in client meetings to gather insights for brand storytelling.
- Created structured repositories of corporate reports segmented by industry to support content marketing and campaign planning.
- Supported content planning and production scheduling to align marketing messages with audience expectations and brand voice.
- Supported cross-team collaboration to ensure smooth delivery of marketing communications.
- Extracted and analyzed project and timesheet data from Zoho CRM and Zoho People to assess productivity and team allocation.
- Created interactive dashboards using Power BI for real-time tracking of project KPIs and client deliverables.
- Extracted relevant data from various sources to support analysis through Zoho CRM and made reports of the same on MS excel.
Customer Care Executive
Teleperformance
Jaipur
08.2021 - 08.2022
- Delivered customer support for Hilton Hotels Worldwide, ensuring high service quality and reinforcing brand loyalty by addressing post-reservation inquiries and service gaps.
- Resolved billing & refund cases of worth 2300-2500 USD using customer data, improving guest satisfaction and supporting Hilton's service recovery strategy.
- Managed and updated Hilton Honors loyalty accounts, contributing to enhanced customer retention and loyalty program engagement.
- Applied customer segmentation logic (Hilton Honors tiers) to tailor compensation and service responses, improving personalization and customer experience.
- Coordinated with internal teams and escalated high-priority customer issues to ensure timely resolution and maintain Hilton's global service standards.
Education
MBA International Business -
Symbiosis Institute of International Business
Pune01-2026
B.Sc. (Hospitality and Hotel Administration) -
I.H.M. Hamirpur
Hamirpur, Himachal Pradesh01-2021
Class XII - CBSE
St. Michael's High School
Patna01-2017
Class X - CBSE
Christ Church Diocesan School
Patna01-2015
Skills
- MS Office
- SPSS
- Power BI
- Zoho (CRM)
- NVivo
- Canva
Managerial & Soft Skills
- Leadership
- Time Efficiency
- Communication
- Team Work
- Persuasiveness
- Adaptability
Certification
- Digital Marketing + AI and ChatGPT for Marketing, Udemy, 2024
- Excel Skills for Business: Essentials, Coursera, 2024
- Generative AI for Business, Coursera, 2024
- Data Analysis and Visualization with Power BI, Coursera, 2025
Hobbies and Interests
- Music (Playing Guitar)
- Travelling (Trekking)
- Learning New Words
Personal Information
- Age: 25
- Gender: Male
Timeline
Key Project Manager and Client Relations
Stirrup Communication Consultants
04.2025 - 06.2025
Customer Care Executive
Teleperformance
08.2021 - 08.2022
MBA International Business -
Symbiosis Institute of International Business
B.Sc. (Hospitality and Hotel Administration) -
I.H.M. Hamirpur
Class XII - CBSE
St. Michael's High School
Class X - CBSE
Christ Church Diocesan School