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.
Diamond Bar, United States
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.
City Of Industry, United States
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.
City Of Industry, United States
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.
Whittier, United States
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.
Whittier, United States
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, CA06-2021
Associate of Arts - Liberal Arts And Sciences
Mt. San Antonio College
Walnut, CA06-2021
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