Alexia Muñoz

Developed and maintained Salesforce Knowledge articles for global support agents, ensuring clarity, accuracy, and alignment with product and policy updates. Evaluated and tested AI-driven tools including Einstein Recommendations, Tag Automation, and Article Personalization to improve content relevance and workflow efficiency. Partnered with Product, Engineering, and Training stakeholders to translate complex updates into clear, educational content for agent enablement. Created governance guides, SOPs, and onboarding materials to standardize documentation practices and align cross-functional teams.

Managed the setup, execution, and maintenance of knowledge resources supporting global operations teams. Organized and standardized content according to Meta’s editorial guidelines, ensuring clarity, structure, and alignment across workflows. Partnered with cross-functional teams to identify documentation needs and execute strategic knowledge management initiatives. Evaluated knowledge gaps, gathered requirements, and prioritized improvements to scale content across regions and verticals. Utilized data and metrics to identify pain points, inform content decisions, and strengthen reporting on knowledge ecosystem performance. Led and contributed to operational projects focused on scaling documentation efficiency and improving user experience across internal teams.

Built and managed an internal knowledge hub that improved workflow, onboarding, and cross-team enablement. Collaborated with CX, training, and documentation teams to ensure learning content met user needs. Conducted analytics reviews to measure engagement, search behavior, and content gaps to guide improvements.