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Hi, I’m Alexia Yanet M. Muñoz. I’m a Customer Success Operations and Knowledge Management professional who designs post-sales platforms, modernizes help centers, and builds scalable workflows across Zendesk, Smartsheet, Salesforce, and SharePoint. I love turning complex processes into intuitive solutions that boost usability and enable cross-functional teams to operate more efficiently across the customer journey. I’ve led content and knowledge programs at Alchemy Systems, Expedia Group, Meta (via Pyramid), and Evolve Vacation Rental, driving knowledge management, content strategy, and governance that improve agent enablement and global consistency. I excel at turning product and policy updates into clear, educational content and scaling operations from concept to rollout.…Hi, I’m Alexia Yanet M. Muñoz. I’m a Customer Success Operations and Knowledge Management professional who designs post-sales platforms, modernizes help centers, and builds scalable workflows across Zendesk, Smartsheet, Salesforce, and SharePoint. I love turning complex processes into intuitive solutions that boost usability and enable cross-functional teams to operate more efficiently across the customer journey. I’ve led content and knowledge programs at Alchemy Systems, Expedia Group, Meta (via Pyramid), and Evolve Vacation Rental, driving knowledge management, content strategy, and governance that improve agent enablement and global consistency. I excel at turning product and policy updates into clear, educational content and scaling operations from concept to rollout.

Alexia Muñoz

Writer, Content Producer, Content Designer, +2

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Hi, I’m Alexia Yanet M. Muñoz. I’m a Customer Success Operations and Knowledge Management professional who designs post-sales platforms, modernizes help centers, and builds scalable workflows across Zendesk, Smartsheet, Salesforce, and SharePoint. I love turning complex processes into intuitive solutions that boost usability and enable cross-functional teams to operate more efficiently across the customer journey. I’ve led content and knowledge programs at Alchemy Systems, Expedia Group, Meta (via Pyramid), and Evolve Vacation Rental, driving knowledge management, content strategy, and governance that improve agent enablement and global consistency. I excel at turning product and policy updates into clear, educational content and scaling operations from concept to rollout.…Hi, I’m Alexia Yanet M. Muñoz. I’m a Customer Success Operations and Knowledge Management professional who designs post-sales platforms, modernizes help centers, and builds scalable workflows across Zendesk, Smartsheet, Salesforce, and SharePoint. I love turning complex processes into intuitive solutions that boost usability and enable cross-functional teams to operate more efficiently across the customer journey. I’ve led content and knowledge programs at Alchemy Systems, Expedia Group, Meta (via Pyramid), and Evolve Vacation Rental, driving knowledge management, content strategy, and governance that improve agent enablement and global consistency. I excel at turning product and policy updates into clear, educational content and scaling operations from concept to rollout.

Available to hire

Hi, I’m Alexia Yanet M. Muñoz. I’m a Customer Success Operations and Knowledge Management professional who designs post-sales platforms, modernizes help centers, and builds scalable workflows across Zendesk, Smartsheet, Salesforce, and SharePoint. I love turning complex processes into intuitive solutions that boost usability and enable cross-functional teams to operate more efficiently across the customer journey.

I’ve led content and knowledge programs at Alchemy Systems, Expedia Group, Meta (via Pyramid), and Evolve Vacation Rental, driving knowledge management, content strategy, and governance that improve agent enablement and global consistency. I excel at turning product and policy updates into clear, educational content and scaling operations from concept to rollout.

Skills

Copywriting

Salesforce

SharePoint

Experience Level

Copywriting

Expert

Salesforce

Expert

SharePoint

Expert

Intermediate

Language

English

Fluent

Work Experience

Knowledge Management Specialist (Contract) at Alchemy Systems

September 1, 2018 - Present

Fully redesigned and modernized the Zendesk Help Center, improving navigation, reducing friction, and aligning article structure to customer workflows. Served as Zendesk admin: managed user permissions, roles, settings, workflows, macros, and overall configuration to support both Support and CS teams. Built reporting dashboards in Zendesk and Google tools to track usage, search failures, and content opportunities. Implemented Smartsheet for two teams (Training + Implementation), built project templates, intake processes, and customer-facing tracking systems. Created and administered SharePoint hubs for Training and Implementation, establishing the IA, page structure, permissions, and governance. Managed content lifecycle end-to-end: intake, approvals, version control, publication, and cross-team communication. Led the transition plan and onboarding for a second KM hire to scale operations going forward.

Content Strategist, Knowledge Management at Expedia Group

June 1, 2024 - October 1, 2025

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.

Knowledge Management / Technical Writer III at Meta (via Pyramid Consulting)

December 1, 2023 - June 1, 2024

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.

Knowledge Management Senior Specialist at Evolve Vacation Rental

February 1, 2023 - September 1, 2023

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.