- Managed the design, development, and team responsible for the Microsoft Surface reporting platform used by Surface sellers, marketers, finance, and business teams to monitor the health of the business. - Utilized machine learning models to provide the Surface sales team with curated, high propensity customer opportunities.- Key analyses focused on customer lifecycle, ROI of promotional funds, channel relationships, demo device effectiveness, program fraud detection, and price optimization. - Developed a pricing insights tool, utilizing Bing and Edge logs, to understand pricing trends and elasticity of Surface and Apple products.- Built a platform to allow the Surface team to explore partner opportunities with Cloud Service Providers, and better manage existing partner relationships by allow managers to keep a pulse on partner trends.- Synthesize Windows and Office telemetry from over a billion devices to provide product and customer insights.

- Developed metrics dashboards and business intelligence for the launch and ongoing tracking of Microsoft Band. - Key analyses included hardware and app activations, user churn, net promotor score (NPS), customer service issues, new product migration, feature usage, and understanding customer behavior patterns.- Collaborated closely with hardware, app, and web engineering teams to shape the roadmap for new feature releases by presenting regular updates featuring user insights.- Provided weekly commentary to the senior leadership team to provide a high-level glimpse into the Band product line.

- Collaborated with marketing stakeholders, business teams, and finance to develop and implement campaigns.- Conducted A/B tests within the Xbox LIVE online dashboard, email, and retail channels to measure the effectiveness of messaging, content, pricing, timing, audience, and offers.- Applied predictive models to mitigate customer churn, optimize customer monetization, and improve customer win-back and acquisition programs.- Analyzed the effectiveness of Xbox LIVE extended trials packaged with new Xbox One consoles resulting in a savings of >$10M in annual marketing and determined the program was cannibalizing paid subscriptions.

- Developed customer analytics to understand and predict customer churn, customer lifetime value, and build customer retention strategies.- Utilized data and insights from various sources, including primary research, internal and external secondary data, and syndicated research to test hypothetical concepts and build business cases.- Managed a customer satisfaction program and a customer service interaction follow up program.- Managed database marketing functions, segmentation, campaign analytics, test cell design, and return on investment (ROI) analysis.- Provided channel guidance and optimization for direct mail, email marketing, telemarketing, and online advertising.

- Supported marketing teams by defining and delivering marketing data necessary to conduct effective direct marketing campaigns.- Developed dashboards to monitor key customer metrics.- Created a project management system for reporting operations.- Identified and corrected inefficient reporting processes for customer billing timeliness and accuracy.