Customer Operation Lead

TROY LYNN NEYLAND

Suwanee, GA 404-***-**** *******.****@*****.***

PROFESSIONAL SUMMARY

Customer Care and Operations professional with 20+ years of experience leading customer service excellence, executive escalations, order management, complaint resolution, and cross-functional collaboration. Recognized for resolving complex issues, improving customer satisfaction, supporting high-volume operations, and driving process improvements in regulated environments. Expertise includes customer advocacy, root-cause analysis, Salesforce, SAP, EDI orders, fulfillment operations, and stakeholder management.

CORE COMPETENCIES

Customer Care Leadership • Executive Escalations • Customer Experience • Account Management • Order Management • Salesforce CRM • SAP • EDI Transactions • Root Cause Analysis • Process Improvement • Complaint Resolution • Quality & Regulatory Compliance • Supply Chain Coordination

PROFESSIONAL EXPERIENCE

Lead Customer Care Client Representative – Swine, Poultry & VPH Team Boehringer Ingelheim (Feb 2026–Present)

Lead customer support operations for poultry, swine, and VPH accounts, resolving complex orders, pricing, fulfillment, and escalation issues to maintain reliable service.

Partner with Sales, Supply Chain, Finance, Regulatory, Marketing, and Distribution teams to deliver superior customer outcomes and coordinate effective issue resolution.

Conduct root-cause investigations and implement corrective actions to reduce recurring service issues and strengthen overall customer experience.

Support EDI orders, reporting, inventory management, and account-specific requirements to promote accurate, efficient order fulfillment.

Lead Customer Care Client Representative – Vets Channel Solutions Team Boehringer Ingelheim (Feb 2023–Feb 2026)

Manage high-volume customer interactions across phone, email, chat, and web channels while consistently meeting service expectations and maintaining responsive support.

Resolve escalated customer concerns, document cases in Salesforce, and collaborate across departments to improve customer satisfaction and resolution effectiveness.

Support account management, e-commerce navigation, and order placement through the Connect platform to facilitate accurate, efficient customer transactions.

Identify trends and service gaps, contributing to continuous improvement initiatives that strengthen service quality and customer experience.

Customer Service Representative Cintas Corporation (Jul 2022–Feb 2023)

Provide account management and proactive customer support using Salesforce CRM to maintain organized, responsive client service.

Investigate billing, service, and scheduling issues while delivering timely resolutions that support customer satisfaction and operational continuity.

Maintain detailed documentation and collaborate with operations teams to improve service delivery, communication, and issue follow-through.

Bus Manager Gwinnett County Public Schools (May 2015–Jul 2021)

Conduct pre-trip and post-trip inspections to ensure vehicle safety and compliance with district and state regulations, supporting dependable transportation operations.

Supervise student safety, behavior, and loading/unloading procedures while maintaining a secure environment and applying effective conflict-resolution skills.

Coordinate route schedules, communicate with parents and school administrators, and resolve transportation concerns to support reliable daily service.

Complete inspection reports, incident documentation, and regulatory records with a high level of accuracy to maintain compliance and accountability.

Demonstrate leadership, customer service, conflict resolution, and crisis management skills in a fast-paced environment to address student and stakeholder needs.

KEY QUALIFICATIONS

20+ years of customer care and relationship management experience.

Proven success managing complex escalations and executive complaints.

Strong analytical, investigative, communication, and problem-solving skills.

Experience working in regulated and cross-functional environments.

EDUCATION

Bachelor of Science in Psychology, Kennesaw State University (Expected Fall 2027) Minors: Sociology & Medical Sociology GPA: 4.0

Associate of Science in Psychology, Georgia State University May 2015

Contact this candidate