Mei Ee (Christine) Lim
San Jose
Summary
Dynamic Customer Service Supervisor with a proven track record at SuperMicro, excelling in problem-solving and team leadership. Enhanced service quality through effective training and relationship building, achieving high customer satisfaction. Skilled in handling escalations and streamlining processes, fostering a collaborative environment that drives team success and operational efficiency.
Overview
2026
2026
years of professional experience
Work History
Customer Service Supervisor
SuperMicro
San Jose, CA
01.2025 - Current
- Supervised daily operations of customer service team to enhance service quality including issuance,tracking and closure of RMA cases
- Trained staff on company policies, warranty terms and customer agreements to improve adherence to customer satisfaction standards.
- Developed and maintained positive relationships with clients through effective communication. Developed and maintained strong relationship with customers to maintain loyalty and satisfaction
- Implemented training programs for new hires, increasing onboarding effectiveness.
- Collaborated with cross-functional teams to streamline processes and improve customer experience.
- Provided feedback to management on operational challenges impacting service delivery.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments such as Production team, PM Team, Purchasing Team and other internal team to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems. Coached team members to deliver hospitable, professional service while adhering to set service models.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies..
- Managed escalated cases with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives. Monitoring performance metrics to identify areas for improvement within the team.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Work with IT and process teams to implement system enhancements or automation tools.
Senior Customer Service Specialist
SuperMicro
San Jose, CA
01.2024 - 12.2024
- Served as an escalation point for challenging customer situations, effectively diffusing tension and achieving satisfactory resolutions.
- Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
- Mentored junior team members, sharing best practices and fostering a supportive work environment conducive to growth.
- Streamlined communication between customers and internal teams, resulting in increased collaboration and problem resolution.
- Engaged clients in person and over phone to answer questions and address complaints.
- Escalated issues to proper supervisors when standard processes were not effective.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services
Customer Service Specialist
SuperMicro
San Jose, CA
02.2021 - 12.2023
- Handling a set of OEM customer account.
- Act as the primary escalation point of contact for RMA issues. Warranty verification for customers to meer RMA service requirements.
- Provide weekly report and participate in weekly meeting to discuss and provide solutions on current ongoing issues.
- Collaborate with internal team such as production team, PM,accounting and other internal team to deescalate RMA issues.
- Ensure all RMA cases are documented accurately and completely in the company system.
- Follow up on the RMA backlogs and outstanding to meet schedule commitment to customers.
- Support OEM customer audits and meetings as required
Account Manager
Team Sable Inc
San Jose, CA
08.2018 - 02.2021
- Respond to inquiries regarding order status, shipment schedule, product availability, and pricing.
- Replying to customers' email and inquiry on sales, products, RMA and support - forwarding the inquiries to respective team and following up on the outcome to ensure customer inquiries and issues are resolved in a timely manner
- Track all shipment from vendor and ensure all shipment is deliver and received promptly
- Building positive relationship with current customer and vendor by updating them the current promotions and service availability
- Review RMA reports and keep optimal inventory level to minimize carrying costs
- Review Sales Order, Purchase Order and input them into the system
- Communicating and following up with vendor on current device issued and ongoing project to ensure all the tasks are within the timeline
Senior Customer Relationship Executive
Ambank (M) Berhad
Kuala Lumpur Malaysia
2014 - 2018
- Achieve the recognition of 2 Million Dollars Club for Retail Banking by successfully closed 2.7 million sales conversion for a particular month of the financial year
- Achieve the recognition of Top Performers for Retail Banking by successfully maintaining an average of 1.5million sales conversion by 50% more thru creating objection handling FAQ
- Received an average of 90% customer satisfaction feedbacks that were submitted directly through the company website portal and through feedback email
- Received more than 900++ calls daily with the average talk time of more then 4++ hours with duties signing up new customers loans, retrieving customer data, presenting relevant product information and cancelling services.
- Ensure high customer service is provided - all customers inquiry through email, WhatApp, Social media is responded in a timely manner
- Personal Banker to high priority customer - assisting these customer on their credit cards or unsecured loans application, transaction and investment issues through different platform
- Attend to customer credit card cancellation request thru emails, branch, website and phone
- Cross sell credit cards products to waive the annual fees and retain customers
Education
Degree in Mass Communication - Mass Communication
University Science Malaysia
Malaysia01-2004
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team leadership
- Training and mentoring
- Customer relations
- Work prioritization
- New hire training
- Relationship building
- Handling escalations
- Delegating work
- Customer relationship management (CRM)
Languages
English
Professional Working
Chinese (Cantonese)
Professional Working
Chinese (Mandarin)
Professional Working
Malay
Professional Working
Timeline
Customer Service Supervisor
SuperMicro
01.2025 - Current
Senior Customer Service Specialist
SuperMicro
01.2024 - 12.2024
Customer Service Specialist
SuperMicro
02.2021 - 12.2023
Account Manager
Team Sable Inc
08.2018 - 02.2021
Senior Customer Relationship Executive
Ambank (M) Berhad
2014 - 2018
Degree in Mass Communication - Mass Communication
University Science Malaysia