Customer Insights in CRM

I led the transformation of the workflow of associates from five lines of business into a single approach within Salesforce. The main goal was to optimize the experience for both the associate and the customer when they interacted, either virtually or in person within the financial center.


To achieve this, we converted from classic to Lightning Sales Console to support texting and streamline the associate workflow. We also integrated real-time customer insights into client profiles when customer accounts were accessed to drive valuable interactions and next steps.


Furthermore, I created a process for associates to follow up on items within customers’ digital shopping carts to increase product sales and revenue.


  • Bank of America

  • 11/2021

Workflow transformation for 30,000 Associates across 5 lines of business.