Christine (Voyles) Kaufman Email & Phone Number

Chicago, Il, Us

Acuity Brands, Inc. is a $3.7B publicly traded technology and lighting company. Reported to V.P. Order Excellence.Directed the Acuity Brands (ABL) Order Support team, consisting of 80 Order Support Managers and Specialists across US and Canada.• Transformed the customer experience by leading internal partners and support teams in applying strategic change management to service levels. This effort generated a 0.4-hour reduction in case closure from 8.3 to 7.9 hours, and… Show more Acuity Brands, Inc. is a $3.7B publicly traded technology and lighting company. Reported to V.P. Order Excellence.Directed the Acuity Brands (ABL) Order Support team, consisting of 80 Order Support Managers and Specialists across US and Canada.• Transformed the customer experience by leading internal partners and support teams in applying strategic change management to service levels. This effort generated a 0.4-hour reduction in case closure from 8.3 to 7.9 hours, and a 10% improvement in our CSAT scores (from 72% to 79%). Change was accomplished by Pareto of data from SaaS program Salesforce to analyze, action process changes, and improve the Order Support team’s performance.• Devised and implemented customer playbook and quality assessment metrics.• Member of DEI Council 2023-2024 with focus on connectivity and growth. • Leader on Women’s Network Planning Team FY22, FY23, FY24. Concepted and led quarterly events highlighting leadership growth and communication skills. Show less

Greater Chicagoland Area

Reported to V.P. of Architectural ServicesShaped the Architectural Technical Sales team, a customer-facing technical team.• Developed team structure, defined single point of contact experience, created a prioritization hierarchy, and generated 72 standard work instructions for project prioritization.• Propelled the Architectural Technical Sales team to support tripling revenue for BRB accounts in Architectural products (from $50M+ to $150M+). Empowered and motivated the… Show more Reported to V.P. of Architectural ServicesShaped the Architectural Technical Sales team, a customer-facing technical team.• Developed team structure, defined single point of contact experience, created a prioritization hierarchy, and generated 72 standard work instructions for project prioritization.• Propelled the Architectural Technical Sales team to support tripling revenue for BRB accounts in Architectural products (from $50M+ to $150M+). Empowered and motivated the team of 19 technical support managers located across 27 US states and Eastern Canada to transform stakeholder management. • Led the “Best in Class (BIC)” program for Architectural services to grow revenue. Concepted and managed program. Amplified customer engagement activities, process standardization, and the policy for project prioritization.• Boosted customer satisfaction as seen in Net Promoter Score (NPS) increase of 20%+ (8.1 to 9.8) by leading teams through numerous complex projects to drive an improved customer experience.• Reduced lighting submittal turnaround time by 75% (from 8+ days to less than 2 days) by using data analysis to track cycle time and process re-design. • Decreased technical support case closure time by 32% (from 9.9 hours per case to 7.5 hours per case) by concepting and driving industry-leading service levels. Engaged cross-functional teams to track in Salesforce Key Performance Indicators (KPIs), analyze data and action improvement in associate knowledge and information accessibility.• Delivered a 63% cycle time for lighting modifications (from 6.4 days to 2.4 days) by analyzing data, streamlining workflow and capitalizing on “quick hit” process to contribute to $100M+ revenue growth by meeting the customer needed cycle time. • Developed and championed a customer training system resulting in growth for 5 consecutive years. Orchestrated an increase in technical knowledge by creating monthly all-team “Tech Talks” and customized, client-specific trainings. Show less

Remote

Reported to Director of Design & Application Services, reporting to V.P. Customer Experience.Led multi-phased, multi-million projects, through entire project lifecycle to grow sales of technology solutions by 10%. • Navigated the Agile system to improve scheduled ship dates, minimizing post sales delays, reducing coding lead time, supporting sales partners and supplying technical answers quickly and accurately.• Managed 30+ projects for 6 agencies in Central U.S. Region by… Show more Reported to Director of Design & Application Services, reporting to V.P. Customer Experience.Led multi-phased, multi-million projects, through entire project lifecycle to grow sales of technology solutions by 10%. • Navigated the Agile system to improve scheduled ship dates, minimizing post sales delays, reducing coding lead time, supporting sales partners and supplying technical answers quickly and accurately.• Managed 30+ projects for 6 agencies in Central U.S. Region by supporting resale agents and sales reps.• Applied lean methodology to institute and organized standards of work which drove project management team growth. Show less

Schaumburg, Il

Led all functions performed by the team. Responsibilities included:• Managed multimillion dollar projects with tight timelines and requiring accuracy• Designed and engineered material handling conveyor systems, from concept thru installation and testing• Created & edited 2D/3D facility layouts and conveyor systems using AutoCAD and HyCAD• Quoted equipment, provided customer service and processed orders• Engineered all conveyor and storage equipment for the warehouses of… Show more Led all functions performed by the team. Responsibilities included:• Managed multimillion dollar projects with tight timelines and requiring accuracy• Designed and engineered material handling conveyor systems, from concept thru installation and testing• Created & edited 2D/3D facility layouts and conveyor systems using AutoCAD and HyCAD• Quoted equipment, provided customer service and processed orders• Engineered all conveyor and storage equipment for the warehouses of Ty, Inc., including continuous changes to equipment. Retrofitted and adjusted conveyor systems. • Accountable for systems at OfficeMax warehouses with $11.5 million worth of conveyor and associated material handling equipment over the last 2-1/2 years. Projects ranged in size up to $8 million - the largest system that Conveyor Solutions has implemented to date.• Secured $10 million in repeat business by cultivating strong client relationships• Built strong supplier relationships with manufacturers, installers, and PLC programmers• Trained end-user client teams in the areas of safety and system operation• Streamlined and formalized corporate processes for more efficient and effective work flowAdditional Responsibility: Manager of Information Technology:• Oversaw the operation of our information technology and information systems departmental functions, for the Schaumburg Headquarters and for our (5) remote locations throughout the United States. • Maintained a Windows Server with 20+ clients• Supported our client-based software including Microsoft products, Quickbooks, AutoCad, HEROES, HyCad, etc.Additional Responsibility: Manager of Website and Digital Marketing:• Created, launched and maintained B2B Website. Edited and updated content for SEO optimization• Developed strategy for online product selling, and managed our online store(s). Managed online content - email marketing, social media, website content.• Managed digital assets (photos, images, videos, web material) Show less

Bachelor Of Science, Industrial Engineering

Certificate, Rocky Mountain Lighting Academy

Summer Lighting Course - June 2018