Cindy Lacey Email and Phone Number

As Manager of the Invoice Quality Control Team, I work to streamline billing processes that ensure accurate and expedited invoicing through proactive issue resolution and automation. I set clear goals for staff aligned with company objectives, implemented coaching strategies, and ensured proper technical training for success. By integrating new technology and automating statements, I reduced manual invoicing and empowered staff to make informed decisions. I provided regular feedback, held team members accountable, coordinated scheduling, and ensured resource coverage to support all business use cases. I promoted a customer-focused culture and infused Customer Experience practices across the company.Key Achievements:39% decrease in exceptions Improved daily automated billing exceptions by 35%

Managed the Operations support Specialist and Invoicing Specialist teams, delivering accurate and efficient invoices to customers. I promoted cross-department collaboration to enhance customer service and retention.Key Achievements:• Increased auto-billing setups by 26%• Enhanced invoicing speed by 1 day• Implemented a new OSS training program• Standardized mobile unit setup for system quality control• Boosted employee retention by 40%

managed warranty invoicing, customer disputes, service scheduling, and driver routes to ensure timely service delivery. I billed warranty invoices, filed claims, and resolved customer disputes. Additionally, I coordinated with extended warranty companies and supported parts, service, and sales for in-store and call-in customers. These efforts increased vendor and customer service by 35%.