Carey True
Summary
Customer-first leader and analytical problem-solver with expertise in team building, leadership, and customer relationship management. Skilled in independent decision-making and sound judgment to drive company success. Dedicated to enhancing employee engagement and performance through training, monitoring, and morale-building initiatives.
Overview
5
5
years of professional experience
Work History
Manager, Customer Experience
Paycor
01.2024 - Current
- Lead Franchise Phone Team, building strategic partnerships with Customer Success to align expectations and improve service.
- Developed franchise-specific playbooks, sustaining an 88% First Contact Resolution rate quarterly.
- Increased Franchise Customer Satisfaction by 7% QoQ, reaching 97%; boosted co-browse usage by 10% MoM.
- Expanded Deputy integration with ACE Hardware by 50%.
- Grew supported SIG brands from 6 to 11, broadening service scope.
- Partnered with Sales and Customer Success to support Franchise Clients during prospecting and development calls, enhancing engagement and retention.
- Launched and managed quarterly newsletter featuring key celebrations and metrics for Franchise Business, distributed to leadership and internal teams.
- Collaborated with sales and implementation to ensure smooth support transitions, providing clients a single point of contact.
- Worked with CSA to design and implement training plans and development pathways, delivering ongoing feedback to drive professional growth.
- Collaborated closely with 15 advocates to drive change management, providing coaching on metrics and goal setting, transforming an underperforming team into a top-performing unit.
Manager, Customer Experience
Paycor
01.2024 - Current
Web Team Manager
01.2024 - 10.2024
- Led Web Team to promote 2 advocates to Senior Advocates within one quarter via targeted cross-training in Time, HR, and Chat functions.
- Mentored 4 advocates to internal promotions, fostering career growth and team excellence.
- Reduced case reopen rates and improved quality and average handle time (AHT) through data-driven coaching and process optimization.
- Audited and realigned playbook processes, integrating AI tools to enhance customer-centric, empathetic support.
- Updated case communication templates for clearer messaging, boosting customer satisfaction.
- Reset case management expectations to prioritize customer focus, improving service delivery.
- Identified root causes of performance gaps, reducing metric variance and driving consistent high performance.
- Enhanced client experience by addressing Web support challenges and collaborating on Salesforce automation to accelerate case assignments.
- Developed complex and foundational skills for advocates, elevating overall service quality.
- Piloted a specialized Web Escalation team of 7 advocates managing escalated cases from Sales and CRT, achieving:
- 2.14 CCPH and 7.29% reopen rate with average case age of 4.5 days in first month.
- Exceeded CCPH goals by 9% while reducing reopen rates by 2% week-over-week, maintaining rates below 5%.
- Improved average case age to under 3 days and increased CSAT by 5% week-over-week.
General Manager
Pottery Barn Kids
05.2021 - 01.2024
- Full financial, operational, and executive ownership of $5M store in Kansas City market. Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Sourced and developed relationships with customers and business partners to drive Business 2 Business as new revenue stream, growing portfolio by 25% year over year.
- Directly lead team of 16, expanding to 25 during peak business. Maximized efficiency and drove topline sales through building growth-focused culture of operational excellence, accountability, and engagement. Ownership of recruiting, hiring, training, and scheduling of team members, forecasting for business need and peak timeframes.
- Ownership of escalation process and resolution. Navigated challenging logistic and operational obstacles to meet client expectations and timelines, while maintaining 100% CSAT & Stella scores.
- Manage budget implementations based on sales and payroll resulting in strong P&L statements, delivering +25% operating contribution, +125 bps margin improvement, and exceptional KPI results.
- Provide strategic oversight of marketing and promotional initiatives to keep campaigns aligned with overall goals and objectives. Drove highest donations in Brand for St. Jude Campaign in 2021 and 2022, drove highest donations in Brand for Trevor Project Campaign in 2023.
- Assumed ownership of district operations with focus on safety and compliance, providing peer coaching and guidance to ensure compliance with OSHA and organization standards.
- Built strong relationships with customers both internally and externally through relationship-based sales principles, with focus on building trust and client retention. Drove over $975K in sales in 2020, ranked #1 in Brand, as part-time employee.
- Assisted in development of new materials for design projects, partnering with buyers to create new and functional products for the assortment. Partnered with sister brands to drive topline sales and Omni Brand designs, providing clients with a comprehensive and compelling space to meet their needs.
- Collaborated with senior management to develop new and innovative ways to drive sales through In Home appointments and personalized design.
Education
Bachelor of Arts - General Studies
University of Kansas
Lawrence, KS05-1999
Skills
- Retention management
- Engagement strategy development
- Cross-departmental alignment
- Cross-functional collaboration
- Customer feedback management
- Team leadership
- Brand development
- Performance evaluations
Awards
2023 Best Service PBK/PBT Brands Award, 2023 SERVE Task Force - nominated by the VP of PB Brands, 2022 Chuck Williams Shopkeeper of the Year Award, 2022 Service From the Heart Award for outstanding dedication, commitment to extraordinary service and Rock Star Results., 2004 Ranked first in ProStaff for TRAC, 2002 Why Pro Staff Award
Timeline
Manager, Customer Experience
Paycor
01.2024 - Current
Manager, Customer Experience
Paycor
01.2024 - Current
Web Team Manager
01.2024 - 10.2024
General Manager
Pottery Barn Kids
05.2021 - 01.2024
Bachelor of Arts - General Studies
University of Kansas