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OUR TEAM
Troy Mills
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.
Career Highlights:
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Dynamic Industry Thought Leader/Speaker
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Fortune 5 Experience: Former VP Global Operations Executive,Walgreens and GE
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Fortune 50 Experience: COO, Centene Pharmacy
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Delivered $50MM + Level Programs
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Certified Six Sigma Master Black Belt
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Board of Directors
Founder / CEO
Kristina Mills
VP Administration
Kristina Mills heads up Global Administrative Operations for CCA. She most recently served as Director of a privately run school outside of Chicago.
A former scholarship athlete and volleyball player for the University of Connecticut, Kristina is a proud mom to two accomplished sons. One played football for the University of Dayton and the other is playing football at the University of Notre Dame.
Leigh Ann Mills
VP Client Services
Leigh Ann Mills heads up Global Client Services and Customer Success for CCA. She has decades of successful client services experience and numerous awards to prove it. Most recently spending over a decade in the healthcare industry.
Leigh Ann speaks multiple languages & was an accomplished LPGA tour player for over 10 years. She has maintained the competitive spirit of a professional athlete to this day, ensuring she will do everything in her power to exceed client expectation.
Mark Wooley
Practice Leader
Mark Wooley has global experience and twenty-five years focused on customer relationship management (CRM), multi-channel customer experience management, contact center operations, and technology implementation. His industry experience spans healthcare, financial services, telecommunications, manufacturing, and consumer products. His expertise includes program management, contact center strategy, consolidation, sourcing, advanced customer contact technology, process design, organizational efficiency and metrics, and business case methodology.
Mark held senior leadership roles with Walgreens, Convergys, Cap Gemini Ernst & Young and eLoyalty helping clients transform their service and sales capabilities through technology implementation, process improvement, and organizational change. He also has fifteen years experience managing large scale contact center operations of Fortune 500 organizations.
Project Highlights:
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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.
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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.
In a recent 30-minute podcast, Mark discusses his decades of experience & the current state of affairs in the industry.
Maher Mourad
Practice Leader
Maher Mourad is a dynamic and influential executive with a history of success building and leading large world-class Customer Care Centers in the pharmaceutical & managed care sectors. Recognized as a forward-thinking change agent, with a proven aptitude for managing and training world-class care center personnel. Distinguished as a certified Six Sigma Black Belt (CSSBB), representing a powerful skill set focused on transformation and all-encompassing performance enhancement.
Created industry leading enterprise medication therapy management program, built, developed and managed new customer care service offerings with success in creating a competitive edge, capable teams and a reliable service. Upheld a mandate to maximize customer satisfaction and net promoter score (NPS) across all lines of business across the contact center network. Achieved world-class Customer Satisfaction Index (CSI) and Customer Effort Index scores.
Project Highlights:
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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.
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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.
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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).
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Why?
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