TOR MESSER
Snohomish,WA
Summary
Detail-oriented Content Administrator with over 5 years of experience creating and managing customer-facing documentation, training materials, and web content in both SaaS and enterprise settings. Skilled in utilizing data analysis, communications strategy, and user feedback to enhance content clarity, streamline documentation workflows, and facilitate knowledge-sharing on a large scale. Demonstrated ability to lead cross-functional projects, oversee learning platforms, and ensure adherence to regulatory requirements. Recognized for expertise in team training, process enhancement, and customer-focused communication, consistently delivering improved performance and surpassing SLA targets.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Content Administrator II
Alliance Enterprises, Inc.
01.2022 - 06.2025
- Edit and update customer-facing videos, training documents and training sessions
- Manage online learning management system, including creating courses, administrative tasks, content management and more
- Update and manage customer-facing website, including ad hoc updates, HTML editing, file management, permissions, security and more
- Help shape new face of documentation due to software change with the aim of improving readability, reducing clutter and increasing accessibility
- Facilitate meetings as needed to gather relevant information for document deliverables
- Delegate and manage release documentation tasks as needed, overseeing editing and production process within teams
- Pitched content strategies and managed asset acquisition.
- Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
Content Administrator
Alliance Enterprises, Inc.
01.2020 - 01.2022
- Build and update release documentation for customers in a timely and professional manner
- Work with multiple teams to ensure items are finalized and specialized to ensure customers receive correct information.
- Prepare, review, revise, and maintain templates, procedures, and other written material
- Develop business process flows as requested
- Standardize documentation among different areas
- Review and improve clarity of documentation as needed
Customer Support Specialist (Mixer)
Microsoft via Apex Systems, Inc.
01.2019 - 01.2020
- Receive customer inquiries, investigate and troubleshoot issues, and respond to customers with information to resolve those issues using internal tooling, while maintaining SLA compliance for response times and professional tone
- Analyze historical responses to quantify, audit, review, and categorize them for identifying weaknesses and areas of improvement in current training materials and documentation
- Received consistent recognition for exceeding expected performance and expected KPI
Senior Escalations and Communications Specialist (Xbox Live)
Microsoft via Apex Systems, Inc.
01.2017 - 01.2019
- Conducted data analysis while handling both public and external partner communications, such as facilitating investigations for account takeovers, potential fraudulent activity, and violations of personal data, including high-risk sensitive data or threats to physical safety
- Responses made through internal tools and external emails to external partners, operations managers and executives
- Developed documentation and formal training to increase efficiency of company communications by working with leadership and co-workers; team-wide responses increased from 15 per hour to 20 per hour following implementation
- Updated SharePoint with new policy information, training materials, and documentation, both proactive and by assignment
- Performed monthly audits for the Escalations team with end goal of identifying gaps in training and remediation points
- Provide daily workflow reports for management to update on teamwide successes and activities
- Recognized consistently for exceeding performance and maintaining SLA compliance
Assistant Manager (Xbox Live)
Microsoft via Apex Systems, Inc.
01.2017 - 12.2017
- Created daily workflow reports detailing team-wide performance to provide management with clear insights into overall performance and possible roadblocks to prepare for
- Directed training for 30 new-hires while training and coaching current employees on best practices and SOP's in addition to conducting performance management
- Utilized SQL to query for data; created and updated department SharePoint site
- Built projects, edited SharePoint and developed documentation and training for seven different queues and additional tasks
- Performed audits for 40+ employees to compare metrics and ensure successful training, which led to more accurate understanding of policy within team
- Position was eliminated and folded into the Senior Escalations Specialist role due to team-wide restructuring
Xbox Live Quality Systems Analyst
Microsoft via Apex Systems, Inc.
01.2016 - 01.2017
- Worked across several queues using internal tools to promote Xbox Live's online safety initiatives and standards while frequently exceeding expected performance KPI's
- Investigated and interacted with high-risk customer data and sensitive content to provide customer and partner-facing responses
Education
Bachelor of Arts - Public Relations, Sociology
California State University, Chico
Chico, CA01.2010
Skills
- Content management system
- Copywriting and editing
- Web content creation
- Content curation
- Video editing
- Information architecture
- Community management
- DevOps experience
- Website management
- Project management
Accomplishments
- Frequent collaborations with other teams to update and build DevOps queries and layout.
- Manage and maintain release documentation and customer interactions.
Certification
- Google Analytics & SEO
- Account Management & Sales Force Design
Timeline
Content Administrator II
Alliance Enterprises, Inc.
01.2022 - 06.2025
Content Administrator
Alliance Enterprises, Inc.
01.2020 - 01.2022
Customer Support Specialist (Mixer)
Microsoft via Apex Systems, Inc.
01.2019 - 01.2020
Senior Escalations and Communications Specialist (Xbox Live)
Microsoft via Apex Systems, Inc.
01.2017 - 01.2019
Assistant Manager (Xbox Live)
Microsoft via Apex Systems, Inc.
01.2017 - 12.2017
Xbox Live Quality Systems Analyst
Microsoft via Apex Systems, Inc.
01.2016 - 01.2017
Bachelor of Arts - Public Relations, Sociology
California State University, Chico
Similar Profiles
Komal ParekhKomal Parekh
Founder & Director at Alliance, About AllianceFounder & Director at Alliance, About Alliance
Samantha JustmanSamantha Justman
Account Executive at Alliance Shippers DBA Alliance InternationalAccount Executive at Alliance Shippers DBA Alliance International
Jane MillerJane Miller
Founder, CEO at Alliance For Kids / Alliance For LifeFounder, CEO at Alliance For Kids / Alliance For Life
Analea ThielkeAnalea Thielke
Special Education Paraprofessional at Everett School DistrictSpecial Education Paraprofessional at Everett School District
Ashley BirdAshley Bird
CREATIVE PROJECT MANAGER at ConvergeCREATIVE PROJECT MANAGER at Converge