Eli Shepherd
South Jordan,UT
Summary
Strategic, people-centered leader with 17 years at Mountain America Credit Union and over a decade of experience transforming internal culture, communication, and knowledge systems. A relationship builder and cross-functional collaborator with a passion for creating empowering team member experiences. Founder of a women's retreat focused on authenticity, emotional healing, and self-leadership. Skilled in building engagement strategies, facilitating change, and leading high-performing teams to success.
Overview
17
17
years of professional experience
Work History
Knowledge Management Manager
Mountain America Credit Union
10.2022 - Current
- Lead the strategic vision, structure, and operations of the Knowledge Management (KM) team, aligning knowledge initiatives with enterprise priorities and cultural impact.
- Champion self-service adoption by embedding knowledge into workflows, enhancing search behaviors, and fostering SME engagement through internal events.
- Oversee the governance, usability, and continuous improvement of the KM platform to ensure content quality and alignment with business needs.
- Facilitate stakeholder feedback loops and translate engagement data into actionable improvements across systems and behavior.
- Serve as an internal consultant to leaders, streamlining process documentation, enabling change, and supporting strategic communications.
- Spearhead the Knowledge Steering Committee to promote cross-functional collaboration and shared knowledge ownership.
- Collaborate with HR, Training, and Communications to integrate KM into the employee experience lifecycle.
Knowledge Management Team Lead
Mountain America Credit Union
08.2021 - 10.2022
- Directly leads daily team operations and improves knowledge management processes.
- Coaches KM team members' skills and abilities weekly. Partners with management on team performance, and aids in the performance evaluation process.
- Creates and delivers on-demand reports for management and cultivates vendor relations.
- Cultivates cross-organizational business relationships. Consults with other managers on broad business decisions and implementations.
- Collaborates with user experience (UX) designers to develop and improve the knowledge management system into a usable user interface.
- Manages HTML and CSS coding on the knowledge management system by auditing, updating, and recommending new code in continuous improvement; directs team members to consistency in proper coding of pages.
Senior Knowledge Management Specialist
Mountain America Credit Union
04.2018 - 08.2021
- Influenced and guided team toward improving knowledge management processes.
- Leveraged cross-functional relationships with stakeholders and subject matter experts.
- Developed content and knowledge management governance and quality assurance guidelines.
- Validated content by testing and determining technical writing format for optimal clarity.
Knowledge Management Specialist I & II
Mountain America Credit Union
07.2013 - 04.2018
- Builds relationships with stakeholders and subject matter experts across multiple business units.
- Developed content, audit process, and testing guidelines.
- Maintains HTML and CSS coding on the knowledge management software.
Educational Services Generalist
Mountain America Credit Union
01.2012 - 07.2013
- Facilitated operational, professional and public courses.
- Created workbooks and facilitator guides for classroom learning.
- Collaborated with corporate departments to improve/update content and training.
Branch Roles: Member & Financial Services
Mountain America Credit Union
09.2008 - 01.2012
- Delivered personalized financial services, loans, and account support.
- Exceeded sales goals and maintained a 98% balancing accuracy.
Education
BA - Communications
Weber State University
Certified Knowledge Manager -
KM Institute
10-2023
Technical Writing Certification -
JER Online
02-2017
Skills
- Strategic Vision & Leadership
- Employee Experience & Engagement
- Culture Design & Belonging Initiatives
- Change Enablement & Communications
- Cross-Functional Collaboration
- Knowledge Management & Self-Service Strategy
- Emotional Intelligence & Coaching
- Team Development & Empowerment
Coursework
- Grow Coaching Certified
- Management Essentials
- Crucial Conversations
- Strength Finders
- DISC, HBDI
Timeline
Knowledge Management Manager
Mountain America Credit Union
10.2022 - Current
Knowledge Management Team Lead
Mountain America Credit Union
08.2021 - 10.2022
Senior Knowledge Management Specialist
Mountain America Credit Union
04.2018 - 08.2021
Knowledge Management Specialist I & II
Mountain America Credit Union
07.2013 - 04.2018
Educational Services Generalist
Mountain America Credit Union
01.2012 - 07.2013
Branch Roles: Member & Financial Services
Mountain America Credit Union
09.2008 - 01.2012
BA - Communications
Weber State University
Certified Knowledge Manager -
KM Institute
Technical Writing Certification -
JER Online
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