Israel Tovar
Program Manager, Global Knowledge Operations @Samsara
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WORK HISTORY
Program Manager, Global Knowledge Operations @Samsara
Official title - Senior Knowledge Management Specialist-Lead a cross-functional program in Support Operations, aligning 10+ teams to deliver scalable systems that reduced Time to Transfer Rate by 28%, improved CSAT by 5%, and cut Transfer Rates by 14%-Spearhead global knowledge operations change management, maintaining Technical and Customer Support SOPs and optimizing systems that support 53K+ quarterly agent views across distributed teams-Drive cross-functional program improvements that reduced feedback submissions by 61%(Jan–Sep) and lowered L1-to-L2 transfer rates by 10% in two weeks, preventing ~100 fewer escalations/month-Manage change adoption for 250+ agents, resulting in a 188% tool adoption increase in under 3 months.
EDUCATION
Stanford University
Master's degree, Education
Yale University
Bachelor of Arts - BA
ABOUT ISRAEL TOVAR
Program Manager @ Samsara | SaaS & FinTech | Leveraging AI to Drive Scalable Growth & Efficiency
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