Patrick Winkler Email & Phone Number

Atlanta, Ga, Us

Charlotte, North Carolina, Us

Charlotte, North Carolina, Us

Lead development of Global Customer Success/CX strategy and related processes for Honeywell BuildingSolutions and business units through an early-stage international team of ~35. Support customer acquisition, onboarding, digital transformation, retention and engagement journey; build and roll-out customer self-service digital tools and SaaS resources to drive efficiency and customer satisfaction. Partner with VP and Global GMs to identify and rectify service and operational issues thwarting realization of financial and CS/CX goals.• Championing technology utilization with connected service offerings and service business partner toexpand remote troubleshooting optimization with potential labor savings and faster resolution time forclients, as well as introduction and awareness of sustainability and EV products.• Drove 18% improvement in Voice of the Employee (Glint) QoQ in Q2 2023; recognized by staff forbuilding supportive, inclusive and empowering culture; above company scores in 26 of 30 categories.• Transitioned company to new global Voice of the Customer vendor. Implemented easy to use B2Bportal which enables customers to interact digitally with Honeywell, 24/7 and provides robustfeatures, upselling opportunities and reporting; optimize resources and increase profitability.• Increased customer engagement within top-tier accounts; mitigated concerns of at-risk customers andonboarded new clients in supportive manner through dedicated account executives, using technicaltools and reporting, with goal of being easy to do business with.• Chosen to spearhead global, cross-functional workstream dedicated to reduction of past due/billingdisputes with potential $37M impact

Duluth, Georgia, Us

Fox Factory Holding Corp., designs, engineers, manufactures and markets performance-defining products and systems for customers worldwide. We are a designer, manufacturer and marketer of performance-defining products and systems used primarily on bikes, Side-by-Sides, on-road vehicles with and without off-road capabilities, off-road vehicles and trucks, ATVs, snowmobiles, specialty vehicles and applications, motorcycles, and commercial trucks. We believe our products offer innovative design, performance, durability and reliability.I’m charged with leading the Customer Experience teams for Fox. Our CX teams support our premium brands and business units within the Powered Vehicle Group. We support Original Equipment Manufacturers, Automotive Aftermarket Dealers, Distributor Partners and Enthusiast Users in the USA and globally. We will develop value-added practices to harmonize business processes, find efficiencies, and ensure a seamless, engaging experience.

Doraville, Ga, Us

► Charged with directing Serta Simmons’ investments in sales force effectiveness and functions essential to productivity through leadership of 150 Associate organization.► Focus areas included: Sales Planning, Reporting & Analysis, Pricing, Processes, Learning & Development, Recruiting, Selection, Compensation, Programs and Retail Store Success.► Led 2019 Account Planning and Customer Segmentation process to address Retailer performance relative to subsidy support; savings in the millions anticipated in 2019.► Strengthened Co-op advertising spending guidelines; led transition to new provider to ensure accountability of investment.► Initiated new technology platform to replace antiquated tools that will reduce price leakage and improve margin management and analysis, with less effort.

Mt. Prospect, Il, Us

► Led 4 direct reports and team of 55 charged with sales planning and forecasting, back-office sales functions, customer relations, pricing and promotions, product sales training and sales operations for U.S. and Canada, 100+ salespeople, and 3K+ distributors. Developed and executed strategies in collaboration with Sales, Marketing, Logistics, Finance and Information Systems for international business units that generated >$1B in sales across retail, industrial and internet channels. ► Surpassed all key performance metrics in both 2015 and 2014; contributed to above plan sales growth both years. ► Initiated multiple technology, pricing and productivity solutions that elevated the customer sales and service experience, minimized long-term expenses, boosted staff development and morale; facilitated exceptional business results. ► Built an inclusive, diverse environment; expanded employees’ career pathways; promoted a third of the workforce into positions of greater responsibility and/or management development programs.

Mt. Prospect, Il, Us

► As Head of the Regional business unit, championed organizational transformation and start-up in Industrialized and Emerging markets through 14 Service Managers and ~50 employees across 14 Asia Pacific countries (China, Taiwan, Hong Kong, Singapore, Indonesia, Australia, New Zealand, South Korea, Japan, Malaysia, Thailand, Vietnam, Philippines, Cambodia and India). Developed strategic growth plans tailored to respective markets; consumers, dealers, service providers, wholesalers and authorized service centers needs and cultural norms for very broad, multi-branded power tool product portfolio. ► Delivered 10% year-over-year growth consistently; expanded 24-hour Service Promise on the top selling products in India, which comprised 50% of Asia Pacific service business, across 135 locations; rolled out to 6 additional countries in ASEAN and South Korea.► Doubled qualified Asia Pacific service centers from 350 to 700; improved customer accessibility and minimized potential downtime.

Mt. Prospect, Il, Us

► Headed customer service operations of 45-seat, business-to-business contact center; managed multi-million dollar sales back office and outsource operating budget. Collaborated with Logistics, After Sales Service and Credit Department Heads to improve service and dealer satisfaction. ► Drove process improvement and cost reduction projects that improved service, efficiency, customer satisfaction, and regulatory compliance, through standardization, outsourcing and technical initiatives during period of acquisitions, integrations and high-growth.

Dallas-Fort Worth, Texas, Us

► Led all domestic customer service operations (maintenance, luggage handling, ticketing, loading, etc.) at world’s busiest airport, O’Hare International Airport, for world’s largest airline through team of 60 Customer Service and unionized employees. ► Co-led the integration and orientation of Reno Air; facilitated integration of TWA; aided in acclimating employees to AA’s operating processes and best practices. As International Departure Coordinator (1992-1994)► Managed Premium International service; coordinated gate operations of global flights through leadership of 25 customer service agents. Oversaw security, maintenance, capacity planning, customs and third party vendors. ► Featured in A Spirit of Greatness by John M. Capozzi for decision making skills; twice recognized with Customer Comes First Award, Americans’ highest service accolade.

Bachelor Of Arts (B.A.), Communication

Study Abroad