Directed Salesforce's Command Center vision: a next-generation AI-powered supervisor experience that unified fragmented agent management into a single, intelligent operating surface. Recognized directly by CEO Marc Benioff as the most innovative product Salesforce has built.
Salesforce Help served 60M visits and 2M support cases a year through a navigation-first site with a limited, buried chat feature. When Marc Benioff named help.salesforce.com Agentforce's live "Customer Zero" at the November 2024 Kick-Off, a 15-person cross-functional team had 5 days to redesign it and a month to ship. I led design, turning conversation into the core interface, and set the stage for the voice agents that came next. Today the live experience has powered 4.75M+ Agentforce conversations.
Led BNSF's first major digital customer platform transformation in more than a decade, unifying 110+ fragmented customer-facing applications into a cohesive ecosystem serving 80,000+ users across North America's largest railroad.