Summary
Overview
Work History
Education
Skills
Timeline
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Anabel Pimienta

Customer Experience Manger
San Dimas,CA

Summary

Experienced contact center leader with 8+ years in customer support, training, QA, and team management. Proven success in improving CSAT, QA scores, and agent performance through coaching, process improvements, and cross-functional collaboration. Skilled in handling escalations, managing high-impact teams, and driving operational efficiency. Known for developing talent and leading initiatives that enhance the overall customer experience.

Overview

9
9
years of professional experience
1
1
Language

Work History

Customer Experience Manager

Newegg Inc.
12.2023 - Current
  • Manage three high-impact teams: Quality Assurance & Training, Customer Support Helpdesk, and Social Media Monitoring, focused on enhancing customer satisfaction and operational efficiency.
  • Improved CSAT from 4.3 to 4.7 and QA scores from 82% to 93% by implementing performance benchmarks, coaching strategies, and continuous training programs.
  • Re-established the Helpdesk team in 2025, developing SOPs, training materials, and workflows to streamline internal support and cross-functional communication.
  • Oversee new hire onboarding and ongoing agent development to ensure consistent service quality and high performance.
  • Monitor and escalate trends from Reddit, X, Facebook, Instagram, and YouTube, sharing insights with leadership to resolve key customer issues.
  • Drive Voice of the Customer efforts by gathering feedback and working with other teams to improve the overall experience.

Customer Service Manager

Newegg Inc.
03.2022 - 12.2023
  • Led a team of 7 escalation reps (Tier 1 & Tier 2), supporting frontline agents with complex customer issues and ensuring swift resolutions.
  • Developed de-escalation training to improve call handling and ensure positive customer outcomes.
  • Managed escalated calls and C-level contacts, providing quick, effective resolutions to high-profile issues and maintaining executive-level satisfaction.
  • Implemented a process for dissatisfied customers to directly connect with supervisors, preventing social media escalation and capturing real-time feedback.
  • Collaborated with internal teams to address recurring issues and drive improvements in CSAT, working closely with reps and supervisors on action plans.


Customer Service Supervisor

Newegg Inc.
02.2019 - 03.2022
  • Managed a team of 10+ frontline reps, focusing on performance improvement to meet KPI goals such as CSAT, handle time, QA, and ATS.
  • Helped 7 reps earn internal promotions through targeted coaching, performance management, and goal setting.
  • Collaborated with leadership to ensure wait times remained within the 2-minute goal and addressed escalations promptly within the team.
  • Conducted one-on-ones and provided coaching based on performance metrics and feedback from other departments to enhance team effectiveness and service quality.

Customer Service Support Specialist

Newegg Inc.
05.2017 - 02.2019
  • Addressed issues between customers and sellers, ensuring both parties were satisfied with resolutions.
  • Managed communications on the eBay platform, assisting eBay customers and product managers with inquiries and issues.
  • Provided timely and effective support, aiming to improve customer satisfaction and maintain strong relationships between customers and sellers.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.


Customer Service Representative

Newegg Inc.
08.2016 - 05.2017
  • Handled inbound calls and up to 3 chats simultaneously, providing fast, accurate, and friendly support.
  • Improved CSAT from 4.0 to 4.7 by applying coaching feedback and actively seeking support to grow skills and better serve customers.
  • Selected to participate in a leadership development program, focused on coaching, communication, and performance management.
  • Mentored new hires by leading shadowing sessions and providing post-training support.
  • Recognized for delivering consistent, high-quality customer experiences and contributing to a positive team environment.

Education

Associate of Science - Business Administration

Mt. San Antonio College
Walnut, CA
06-2021

Associate of Arts - Liberal Arts And Sciences

Mt. San Antonio College
Walnut, CA
06-2021

Skills

Performance Management & Coaching

Operational Analysis & Reporting

Customer Experience & Escalation Management

Process Improvement & Policy Implementation

Team Leadership & Development

Timeline

Customer Experience Manager

Newegg Inc.
12.2023 - Current

Customer Service Manager

Newegg Inc.
03.2022 - 12.2023

Customer Service Supervisor

Newegg Inc.
02.2019 - 03.2022

Customer Service Support Specialist

Newegg Inc.
05.2017 - 02.2019

Customer Service Representative

Newegg Inc.
08.2016 - 05.2017

Associate of Science - Business Administration

Mt. San Antonio College

Associate of Arts - Liberal Arts And Sciences

Mt. San Antonio College

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Anabel PimientaCustomer Experience Manger