Selected Work

Impact Stories

20+ years of zero-to-one work: products, platforms, and transformations that didn't exist until they did. Every story here started with ambiguity and ended with operating reality.

Featured
Salesforce

"The most innovative product Salesforce has ever built."

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, helping establish the future of AI-powered supervisor experiences across the Service Cloud platform.

584K
Service Agents Enabled
2.8B+
Messages Supported
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Salesforce

From an outdated chat UI to Salesforce's first agentic conversational experience.

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.

4.75M+
Agentforce Conversations
15
Person Founding Team
<1mo
Concept to Launch
Live-site total, chat + Agentforce, as of July '26.
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The redesigned Help.Salesforce.com homepage with a conversational Agentforce interface asking "How can Agentforce help?" front and center.
BNSF Railway

110+ apps. One platform. $23B business transformed.

Led BNSF's first major digital customer platform transformation in more than a decade, unifying 110+ fragmented customer-facing applications into a cohesive ecosystem. Drove digital adoption across North America's largest railroad through a customer research and experimentation program of 37 listening campaigns, modernizing shipment tracking, subscription management, and support experiences at enterprise scale.

110+
Apps Unified
80K+
Users Served
$23B
Business Supported
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More Impact Stories
BNSF Railway
From hackathon to $100M+ in patents.

Led BNSF's innovation program (Trackathon), generating field-deployed operational solutions and 2 patents valued at more than $100M.

2 patents · $100M+ value · 4 additional applications
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BNSF Railway
Built a first-of-kind business. Took it from 60% to 96%.

Built the operating model, field operations, and commercial framework for BNSF's rail recovery business from scratch while managing a $60–80M annual portfolio.

60% → 96% completion · $60–80M revenue
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BNSF Railway
Stalled for 9 months. Top company priority in one year.

Turned around a stalled enterprise Digital Employee Experience transformation, securing executive alignment, funding, staffing, and elevation to a top company priority.

From stalled → funded, staffed, top priority
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BNSF Railway
Unfunded. Mission-confused. Transformed into BNSF's most impactful design team.

Built a 17-person Experience Design organization from an understaffed, directionless starting point, driving UX transformation across 40+ portfolios and leading 320+ design initiatives in a single year.

320+ initiatives · NPS 67 · 40+ portfolios served
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Salesforce
Account Status

Story details coming soon.

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BNSF Railway
HFREI Reduction

Story details coming soon.

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