Open to opportunities

Isaac Arguello

@isaacarguello

Message

I lead client services, sales operations, and large-scale customer experience programs for U.S.-based clients.

Nicaragua

Message

What I'm looking for

I'm looking to lead client-facing operations, service delivery, customer success, or sales teams where I can improve KPI performance, strengthen client relationships, develop leaders, and turn service gaps into measurable action plans.

I lead client services and operational performance for U.S.-based customer service, sales, and service-delivery programs. At Ibex, I own day-to-day performance for a 200+ employee Republic Services program, partnering with client stakeholders to deliver against SLAs and service commitments.

I manage CSAT, NPS, QA, AHT, FCR, adherence, productivity, service errors, and ticket SLAs, using Excel and Power BI to turn performance data into root-cause analysis and executive action plans. Through process controls, coaching, and outlier management, I maintained operational errors at approximately 0.15–0.16% against a ≤0.20% client target.

Across Ibex, Concentrix, and Convergys, I’ve led operations reaching 550 employees, launched three call-center programs within 12 months, and supported Microsoft, Vivint/DGS, Sprint, and other high-volume programs. I build accountable teams by giving leaders clear owners, deadlines, deliverables, and follow-through.

Experience

Work history, roles, and key accomplishments

Current

Senior Operation Manager

Current

Ibex

Jan 2025 - Present (1 year 8 months)

Owned day-to-day client services and operational performance for a 200+ employee U.S. customer service program, partnering directly with client stakeholders and internal teams to deliver against service commitments. Managed SLA and customer-experience performance across CSAT/NPS, QA, AHT, FCR, adherence, productivity, transfer rate, service errors, and a 24-hour ticket SLA.

SLA Management CSAT NPS QA AHT FCR Adherence Productivity Power BI Excel Root Cause Analysis Executive Communication Escalation Management Coaching Accountability

Sales Manager

Concentrix

Jan 2024 - Jan 2025 (1 year)

Led customer-facing B2B sales performance and partner engagement for Microsoft, balancing account support, client expectations, sales execution, and customer experience. Used Salesforce and performance reporting to monitor opportunities, conversion, productivity, CRM accuracy, and follow-up discipline.

B2B Sales Salesforce performance reporting Conversion CRM Accuracy Coaching Partner Engagement Customer Experience

Sales Operations Leadership

Convergys / Concentrix

Jan 2009 - Jan 2019 (10 years)

Progressed through frontline and leadership roles supporting U.S.-based customer service and B2C sales programs, including Vivint/DGS, Sprint, and other high-volume operations. Managed sales and customer-service performance through KPI analysis, coaching, quality reviews, process improvement, and cross-functional coordination.