Nhesy Repatacodo

Senior Customer Experience & Operations Manager with 8+ years of experience leading customer success, service delivery, contact center operations, and enterprise support teams across B2B SaaS, technology, eCommerce, and professional services organizations. Proven success managing organizations of up to 150 employees, leading both onshore and remote teams, and delivering exceptional customer experiences through operational excellence, process optimization, and data-driven leadership. Extensive experience overseeing customer support operations, technical implementations, onboarding programs, CRM and ERP platforms, KPI management, workforce planning, quality assurance, coaching, and continuous improvement initiatives.

Recognized for building scalable SOPs, implementing workflow automation, improving SLA performance, and developing high-performing customer-focused teams. Advanced expertise with Salesforce CRM, ServiceNow, Zendesk, NetSuite ERP, Workday, Jira, Genesys, SAP, Shopify, GA4, Tableau, Power BI, Notion, Marketo, Airtable, Zapier, n8n, and business intelligence platforms. Passionate about creating outstanding customer experiences by combining people leadership, operational strategy, technology, and analytics to deliver measurable business results.

Senior Customer Experience & Service Delivery Manager - Angora®

(2025-10 - 2026-04)

• Directed customer success, implementation, and service delivery operations supporting 50+ enterprise clients while leading a 15-member customer experience team.
• Managed onboarding, implementation, customer communications, executive business reviews, training sessions, and post-launch support, ensuring exceptional client satisfaction.
• Oversaw customer service KPIs, SLA compliance, quality assurance, workforce planning, staffing, productivity, and operational reporting to maintain high service standards.
• Designed and implemented end-to-end SOPs, escalation frameworks, onboarding programs, cross-training initiatives, and continuous improvement processes that enhanced service quality and team performance.
• Led automation initiatives utilizing Salesforce CRM, NetSuite ERP, Jira, GA4, Notion, Zapier, n8n, Tableau, and Power BI to improve workflow efficiency, reporting accuracy, and customer experience.
• Collaborated with Sales, Marketing, Product, Finance, and IT teams to align customer success strategies with organizational goals and deliver scalable operational improvements.
• Managed project budgets, staffing plans, executive reporting, and customer success metrics while fostering a culture of ownership, accountability, collaboration, and continuous improvement.

Customer Experience & Digital Operations Manager - 1840 LLC

(2024-06 - 2024-12)

• Managed customer implementation projects, website launches, digital support operations, and client success initiatives across multiple higher education institutions.
• Led a 15-member cross-functional team while coordinating onboarding, training, project delivery, customer communications, and technical support.
• Built customer journey workflows, implementation documentation, SOPs, and knowledge management resources to improve customer adoption and operational consistency.
• Implemented automation using Zapier, n8n, CRM platforms, and AI-enabled workflows to streamline operations and improve response efficiency.
• Monitored customer engagement, campaign performance, and operational KPIs using GA4, Tableau, Power BI, SQL, and Jira.

Senior Technical Implementation & Customer Success Manager - RealPage, Inc.

(2024-01 - 2024-06)

• Led a 20-member customer success and implementation team delivering enterprise SaaS solutions and post-implementation support.
• Managed customer onboarding, issue resolution, escalations, technical implementations, and account health while maintaining high customer satisfaction.
• Monitored KPIs including response times, resolution rates, implementation milestones, backlog management, and customer retention metrics.
• Coordinated closely with Product, Engineering, Customer Success, Sales, and Operations teams to improve service delivery and customer experience.
• Developed SOPs, playbooks, quality assurance processes, and continuous improvement initiatives that enhanced operational efficiency and client satisfaction.
• Produced executive reporting utilizing Salesforce CRM, Jira, Tableau, Power BI, and GA4.

IT Operations & ERP Implementation Manager - IBM Business Services Inc.

(2021-04 - 2023-12)

• Led a 150-member technical support and customer experience organization delivering enterprise IT services and onboarding support for EY US and Canada.
• Managed supervisors and technical specialists while driving accountability for SLA compliance, quality assurance, productivity, customer satisfaction, and operational KPIs.
• Spearheaded the migration of enterprise knowledge management into Salesforce CRM, creating a centralized knowledge base that improved onboarding, issue resolution, and service consistency.
• Collaborated with PMO, HR, Sales, IT, and Operations to streamline workflows, improve service delivery, and enhance the end-to-end customer experience.
• Developed SOPs, quality standards, escalation procedures, coaching frameworks, and training materials that improved team performance and customer outcomes.
• Utilized ServiceNow, Salesforce CRM, Jira, Genesys, SAP, Tableau, GA4, and Power BI to monitor performance metrics, identify trends, and drive operational improvements.

IT & Helpdesk Associate - IBM Business Services Inc.

(2020-05 - 2021-04)

• Supported enterprise onboarding and application provisioning for EY US and EY Canada.
• Managed software deployment, identity management, access provisioning, SAP, ServiceNow, Salesforce CRM, Zendesk, Oracle, PeopleSoft, Jira, and enterprise collaboration platforms.
• Coordinated with infrastructure, security, cloud, and application teams to ensure seamless onboarding and service delivery.
• Contributed to incident, change, and release management activities aligned with ITIL best practices.

Technical Support Associate Tier 2 - VXI Global Holdings

(2019-06 - 2020-05)

• Delivered Level 2 technical support for enterprise software, SaaS applications, CMS platforms, CRM systems, and cloud-enabled business applications.
• Performed end-to-end incident investigation, troubleshooting, root cause analysis, software configuration, remote provisioning, and user enablement.
• Supported onboarding, application deployment, identity and access management, and customer issue resolution while consistently meeting SLA targets.
• Collaborated with cross-functional technical teams to improve service delivery, documentation, and knowledge management.
• Developed expertise in customer communication, technical diagnostics, workflow optimization, and enterprise application support.

Bachelor of Science - Accountancy - New Era University (2019-08 - 2022-02)