Patrick Chamberlin
Manager, Customer Service & Dropship
Antrim,NH
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Manager, Customer Service and Dropship
Eastern Mountain Sports & Bob's Stores
Remote, NH
06.2017 - Current
- Develop Customer Service team to deliver first-class service, resulting in lower employee churn and 42% increase in customer satisfaction
- Analyzed and address skill gaps within Customer Service team, resulting in 77% increase in average contact resolution time
- Identify opportunities to optimize services/solutions and enhance processes with notable efforts resulting in $38k per year savings and increasing revenue by 123%
- Coordinate operations with internal and external teams to curate product assortments, manage pricing and invoicing, and support EDI transactions
- Collaborate with Product Development team and Store Operations team to track product defects and collect size/fit/function feedback from online and in-store customers to improve EMS products
Customer Service Assistant Manager
Eastern Mountain Sports, Bob's Stores and Sports Chalet
Peterborough, NH
04.2016 - 06.2017
- Supported Customer Service leadership for team of 60 by developing business processes, providing coaching and development, and creating policies and SLAs
- Conceptualized reporting that utilized 2+ years of contact metrics to create contact and workforce forecasts, preventing overstaffing while meeting financial targets
- Facilitated and managed team of 20 when testing ERP upgrade while exceeding deadlines and receiving compliments from lead developers for thorough defect documentation
- Adapted to rapid change by identifying, developing, and implementing, new technologies and services to streamline operations, including ticket automations and omnichannel support solutions
Customer Service Supervisor
Eastern Mountain Sports, Bob's Stores and Sports Chalet
Peterborough, NH
02.2015 - 04.2016
- Managed real-time metrics of Customer Service staff of 40 and coached team members to ensure their performance aligned with department goals
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved
- Created knowledge base of product assortments and features and company services for Customer Service team for seamless customer support
- Collaborated with cross-departmentally to address recurring customer concerns, improving overall service quality, most notably in product warranty claims
- Demonstrated exceptional problem-solving abilities in navigating challenging business needs when integrating Sports Chalet into Bob's and EMS
Customer Service Team Lead and Trainer
Eastern Mountain Sports and Bob's Stores
Peterborough, NH
03.2014 - 02.2015
- Created and implemented new training procedure - reducing onboarding time by 30%
- Streamlined processes for faster issue resolution, resulting in increased customer loyalty
- Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within Customer Service
- Maintained high employee retention rates by fostering positive work environment and supporting professional development opportunities
- Identified need for B2B sales specialist and sought required training to fill role
Customer Service Representative
Eastern Mountain Sports and Bob's Stores
Peterborough, NH
12.2012 - 03.2014
- Acted as point-person for resolving sensitive return issues while balancing customer satisfaction and business losses, reducing losses by 25%
- Developed comprehensive knowledge of products by attending trade shows and attending company events
- Adapted quickly to changes, ensuring minimal disruption in service delivery during transitions, most notably while integrating Bob's Stores into EMS operations
Ecommerce Fulfillment Supervisor
Eastern Mountain Sports
Peterborough, NH
04.2011 - 12.2012
- Created and implemented stock arrangement strategies to enable easier product location, which reduced order cancellation and increased productivity by 15%
- Managed packaging and shipping quality assurance to ensure deliveries were on-brand and merchandise undamaged
- Proactively identified bottlenecks and delays in fulfillment process, implementing corrective actions as needed to maintain optimal efficiency levels
Ecommerce Fulfillment Team Lead
Eastern Mountain Sports
Peterborough, NH
07.2010 - 04.2011
- Facilitated daily Fulfillment center operations for team of 30, and ensured daily productivity goals were met by coaching staff and contributing in bottlenecked areas
- Increased inventory accuracy by conducting routine cycle counts and addressing discrepancies promptly
- Contributed to warehouse layout optimization projects, enhancing workflow efficiency throughout facility
Distribution Center Team Member
Eastern Mountain Sports
Peterborough, NH
11.2008 - 07.2010
- Enhanced team productivity by assisting coworkers with complex tasks, sharing workload during peak hours, and cross-training in multiple areas, increasing throughput by 5%
- Assisted in training new hires, sharing best practices for efficient and accurate order processing to maintain high standard of service across Distribution team
Skills
Adaptable
Timeline
Manager, Customer Service and Dropship
Eastern Mountain Sports & Bob's Stores
06.2017 - Current
Customer Service Assistant Manager
Eastern Mountain Sports, Bob's Stores and Sports Chalet
04.2016 - 06.2017
Customer Service Supervisor
Eastern Mountain Sports, Bob's Stores and Sports Chalet
02.2015 - 04.2016
Customer Service Team Lead and Trainer
Eastern Mountain Sports and Bob's Stores
03.2014 - 02.2015
Customer Service Representative
Eastern Mountain Sports and Bob's Stores
12.2012 - 03.2014
Ecommerce Fulfillment Supervisor
Eastern Mountain Sports
04.2011 - 12.2012
Ecommerce Fulfillment Team Lead
Eastern Mountain Sports
07.2010 - 04.2011
Distribution Center Team Member
Eastern Mountain Sports
11.2008 - 07.2010
High School Diploma -
Conval Regional High School
09.2003 - 06.2007
Education
High School Diploma -
Conval Regional High School
Peterborough, NH 09.2003 - 06.2007
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