Troy Mills is the Founder and CEO of Customer Care Advisory.  As a senior leader in the customer care and operations arena, he has always had a passion for helping customers and the people who support them.  Troy started the consulting company with a goal to help other companies fulfill their brand promise. 

 

Prior to founding CCA, Troy was the Divisional Vice President for Walgreens Customer Care Operations.  In his role, he is accountable for the strategic direction as well as the service delivery for customer care across the business.  Walgreens services over 1 Billion calls annually across its 8000 stores.   In his role since early 2011, Troy was charged with leading the Customer Care Transformation, which included integrating and consolidating the service support across multiple divisions along with implementing new technology and processes to support the omnichannel experience.

 

Prior to joining Walgreens, Troy was Vice President of Operations, Quality and India Benefits Services for Hewitt Associates.  He was accountable for leading the 6100 person Shared Services organization for the Benefits Outsourcing division as well as leading both the LEAN Quality Office and the Benefits Outsourcing Business Transformation Program.  Troy has over 28 years of experience in Operations, IT and Quality, the vast majority of it spent with General Electric where his last role was V.P. - Global Operations & Collections Leader for the consumer banking division GE Money. 

 

Troy was a graduate of GE’s prestigious Management Development Program as well as Executive Leadership Development Program. He is also a certified Six Sigma Master Black Belt and a member of the board of directors for  Beef4Hunger.org.

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