Product Knowledge Information Manager

·  Direct contact with B2B Clients regarding new processes and products and the creation and distribution of work guides and product updates to customer service representatives for their implementation. 

· Analysis of customer satisfaction surveys and creation of projects towards performance improvement at the account level and staff level. 

· Administration of special projects, creation of work schedules, and training programs. 

· Training for New Hires and experienced agents, related to products, procedures, and customer service skills, among others.