OUR TEAM

Troy Mills

Founder / CEO

  Career Highlights:

  • Dynamic Industry Thought Leader/Speaker

  • Fortune 5 Experience:  

      Former VP Global Operations Executive,          Walgreens and GE

  • Delivered $50MM + Level Programs

  • Board of Directors

Kristina Mills

VP Administration

Barbara Perkes

VP Partnerships & Brand

Leigh Ann Mills

VP Client Services

Mark Wooley

Practice Leader

Project Highlights:

  • Served as engagement executive and subject matter expert for a major health insurer. The client provided member and provider network customer care services with 18 contact centers utilizing 4,000
    agents. The initiative assessed the current operations and technology infrastructure, designed,
    developed, and deployed a new enterprise-wide strategy and operating model, contact center desktop,
    workforce management technology and processes, and multi-channel technology architecture. The
    program resulted in a $65M cost savings.

  • Served as engagement executive and subject matter expert for a major U.S. banking institution. The
    initiative assessed the small business contact center operations and technology infrastructure, designed
    and developed a new operating model, contact center desktop, and multi-channel technology
    architecture which resulted in 20% increase in cross-sell/up-sell of banking products.

Blurring the Lines: Remote & At Home Workers

In a recent 30-minute podcast, Mark discusses his decades of experience & the current state of affairs in the industry.

Maher Mourad

Practice Leader

Project Highlights:

  • Championed the complete restructuring and formal launch of modern customer care center operations, including organizational structure, headcount, performance benchmarks, and other aspects of a new division.

  • Established customer care as a powerful stream of revenue, representing $36M in contracts within only one year of operation and notably delivered 20% over gross profit targets.

  • Introduced improvements and optimization rooted in Lean Six Sigma principles, which culminated in over $21M in savings and championed a series of operational improvements and customer experience initiatives, culminating in over $3M in savings and a substantial increase in net promoter scores (NPS).

Copyright © 2021 Customer Care Advisory | All Rights Reserved 
CCA LogoV3 (2).png