Elizabeth Borghi Email & Phone Number

San Francisco Bay Area

Knowledge Management consulting services for startup and scale up organizations. Just getting started on your knowledge journey? Our services help you design and launch a scaleable knowledge model with actionable steps on day one. - HDI Certified in Knowledge Centered Service (KCS) - Content Strategy- Information Architecture- Taxonomy- Search Engine.

- Lead internal knowledge base design and development.- Optimize processes to ensure high-quality, relevant content for multiple teams.- Centralize knowledge across functions and engage with subject matter experts.- Launch adoption of KCS methodology across the organization.- Manage feedback process to ensure quality of knowledge management deliverables..

Sunnyvale, CA

• Responsible for HR Knowledge program, including all mission and vision, strategies, andsupporting initiatives and on-going activities to ensure knowledge base health and continuousimprovement.
• Plan and execute strategic initiatives focused on knowledge base improvement, knowledgerelated automation, or self-service opportunities for end users.
• Manage knowledge base platform and tools, including identifying new enhancements andworking with development teams to provide requirements, complete testing, and supportchange management within the global team.
• Turn data into insights into actions - leverage data to evaluate impact of knowledge programon employee and support productivity, track and act on content health and performancetrends, and measure efficiency of the.
• Ensure global consistency in documentation while accounting for required regional differencesby partnering with regional managers and teams.
• Manage content writer workload and coach junior content and knowledge team members,including contractors and remote resources.

Palo Alto, CA

• Lead the Support knowledge management program and KM team at a hyper growth startup.
• Design, implement, and own the architecture for the Support knowledge base.
• Develop and lead content management strategy.
• Implement new knowledge distribution policies and encourage use of new practices.
• Define documentation standards and create documentation templates for different teams.
• Using KCS methodology, enable employees to share knowledge effectively.

Palo Alto, CA

While interim Senior Manager of Global Support Learning and Development, I developed, launched, and led a new hire onboarding and training program for a hyper-growth, globally distributed tech startup. Using the ADDIE model, the 3 week training program combined classroom training, digital learning modules, and coaching.

Inspired and enabled high employee performance by focusing on employee engagement, development, and training. As Director, I was responsible for developing Employee Development strategies and OKRs, and oversaw delivery of company-wide job instruction training; compliance training; career development; manager development; Diversity and Inclusion.

Redwood City, California

• Developed training for Customer Success teams (Account Management; Ad Operations;Analytics) focused on DMP/DSP platform training; campaign management andoptimization; process and workflow documentation.
• Partnered with Product teams to deliver documentation and training per internal GTM.
• Managed Customer Success internal communications and cross-functional communications.
• Developed platform support content for Customer Support Portal (client-facing).
• Administrator for Confluence (Atlassian) for the entire company.
• Led and supported company-wide culture events.

Redwood City, California

• Managed employee Knowledge Base throughout the content life cycle: creation,organization, updating, and archiving.
• Provided training on Yammer, Confluence, and JIRA; provide industry and organizational overview training to new hires; lead national cross-functional workshops to improve advertising campaign management.
• Developed and delivered instruction via wiki articles, user guides, training videos, and livetraining (in-person and remote).
• Coached and project-lead teams of knowledge and instruction “champions” nationwide.
• Administrator for Confluence and enterprise social media network (Yammer).

Santa Barbara, California Area

• Provided group and one-on-one library and research instruction to a geographically dispersedcommunity of faculty and mid-career graduate students
• Created instructional content including documents, video tutorials, recorded sessions, webguides, and slide shows
• Provided excellent, quick, and in-depth reference service via email, telephone, chat,GoToMeeting, in addition to in person services
• Collaborated with students and faculty to create and deliver new instruction while developinginstitutional best practices
• Promoted awareness of library instruction services to faculty and students via in person andonline channels

Master'S Degree, Library And Information Science

Activities and Societies: President, ALA Student Chapter (largest student chapter in the USA), ASIS&T member, SLISConnect memberMy MLIS.

B.A., English, Media Literacy