Michael Risner
Gibsonton
Summary
Dynamic Customer Service Specialist with a proven track record at American Tire Distributors, enhancing customer retention through exceptional problem resolution and effective communication. Leveraged CRM tools to drive service improvements, contributing to a Fortune 500 company's growth. Recognized for building strong client relationships and achieving high satisfaction rates.
Overview
30
30
years of professional experience
Work History
Customer Service Specialist/Customer Retention
American Tire Distributors Holdings
05.2005 - 05.2026
- Assisted customers with product inquiries and order placements, ensuring thorough understanding of services offered.
- Piloted drop-ship protocol to increase sales while maintaining inventory integrity.. helped take the business from a limited distributor to a Fortune500 company grossing over $5 billion annually.
- Resolved customer complaints through effective communication and problem-solving techniques, enhancing customer satisfaction.
- Collaborated with team members to streamline processes and improve service delivery, fostering a supportive work environment.
- Maintained accurate records of customer interactions and transactions, contributing to efficient data management practices.
- Analyzed customer feedback to identify trends and recommend improvements, driving enhancements in service offerings.
- Leveraged CRM tools to track customer engagements, enhancing follow-up strategies and improving relationship management efforts.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Sales Associate
Sears Auto Center
01.2003 - 05.2005
- #1 in sales for for the automotive side in 2004, setting a record for the chain.
- Tire and mechanical sales, as well as light mechanics.
- Performed vehicle shakedowns and preventative maintenance Analysis on vehicles once suspended.
- Service writer duties, parts acquisition and inventory maintenance to create work orders after selling the services recommended from inspections.
Wholesale Sales Coordinator
Barbour Auto Parts
10.1999 - 01.2003
- Coordinated outside sales team and filled weekly orders created by the outside reps.
- Took wholesale customer orders, and coordinated drivers to get orders delivered in a timely manner.
- Coordinated deliveries from 24 vendors. Unloaded and broke down pallets, and filled replenishment order for all 7 of our locations (I also managed the dock at the main store/hub)
- Developed and maintained relationships with suppliers to streamline inventory management.
Assistant Store Manager
AutoZone
10.1996 - 10.1999
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Sent to multiple stores to train associates, reset planograms, and train management on strategies of inventory controls/audits via RF scanners.
- Created schedules, maintained stores after hours, and trained staff on proper sales techniques (WITTDTJR), and increase total ticket per/customer without hard-selling.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
Certificate of Achievement - AutomotiveMechanics
Three Rivers Vocational
Washington, MOHigh School Diploma -
Mariner High School
Cape Coral, FloridaASE Certified - Mechanics And Parts Sales
Lee County Vocational
Fort Myers, FLSkills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Problem resolution
- Customer relationship management
- Customer retention
- Critical thinking
Timeline
Customer Service Specialist/Customer Retention
American Tire Distributors Holdings
05.2005 - 05.2026
Sales Associate
Sears Auto Center
01.2003 - 05.2005
Wholesale Sales Coordinator
Barbour Auto Parts
10.1999 - 01.2003
Assistant Store Manager
AutoZone
10.1996 - 10.1999
Certificate of Achievement - AutomotiveMechanics
Three Rivers Vocational
High School Diploma -
Mariner High School
ASE Certified - Mechanics And Parts Sales
Lee County Vocational