Razor Consulting @ Microsoft · Nov 2019 – Oct 2022

Microsoft.

Three years at Fortune 100 scale. I moved from managing enterprise content to rebuilding the systems an entire organization ran on. The biggest lesson: most ideas don't fail because they're wrong. They fail because the system around them is broken, and nobody owns the fix.

Microsoft.com See Both Roles

64%

Faster Processing

Cut client request wait times from 90 days down to 16

200+

Employees Trained

During a major organizational restructuring and merger

90→16

Days of Wait Time

Constraint identification and workflow redesign at scale

3 yrs

Two Promotions

Content Manager to Sr. Communications & Project Manager

Second Role · Nov 2021 – Oct 2022

Senior Communications & Project Manager

I owned internal communications for Microsoft's Service Center, the enterprise support hub for Fortune 500 clients. Requests were stacking up, employees were spread across roles they hadn't been trained for, and a merger was changing the org chart faster than people could keep up.

My work was to rebuild how requests were triaged, how employees were trained, and how the organization stayed aligned through the change.

The 64% reduction in processing time didn't come from working faster. It came from finding where work was getting stuck and rebuilding the workflow around that constraint. The constraint was upstream of the team, not inside it.

→Implemented enterprise communication systems across the Service Center organization
→Designed and deployed training programs for 200+ employees during restructuring and merger
→Reengineered client request workflow, cutting processing time 64% (90 days to 16)
→Led internal communications strategy through a period of significant structural change

64%

Faster processing

200+

Employees trained

90→16

Days wait time

Starting Role · Nov 2019 – Oct 2021

Content Manager

I managed customer-facing content on the Microsoft website as an embedded consultant. The focus was Microsoft Cloud Services customer education, making sure enterprise customers could actually find and use what they paid for.

Beyond the content itself, I built an internal A/B testing program and ran multi-channel campaigns across SEO, paid search, email, and social alongside an external vendor team.

Promoted to Senior Communications and Project Manager in November 2021, after two years of building the testing infrastructure and content systems the team ran on.

→Managed content strategy for Microsoft Cloud Services customer education
→Built an internal A/B testing program to validate ideas against real data
→Oversaw vendor-led campaigns across SEO, paid search, email, and social
→Designed and ran Razor Consulting's brand and social media strategy in parallel

Channels managed

F100

Scale

2 yrs

In role

Process Is Strategy

The 64% improvement in request processing time came from constraint identification and workflow redesign, the part most teams skip because it's less interesting than the launch.

Rollouts Die Without Buy-In

You can design a clean system and watch it fail because the people executing it weren't part of building it. Communication and change management aren't soft skills. They're the difference between a rollout that works and one that quietly gets ignored.

At Scale, Gut Feelings Stop Working

Nobody's intuition is reliable enough to bet a Fortune 100 budget on. The A/B testing program I built had one premise: stop assuming you know what works and start finding out. That's shaped every marketing decision I've made since.