Kenneth W. Kennedy

**** ******* ******

North Port, Fl 34291

941-***-****

July 2013—Present:

PGT INDUSTRIES /Group Leader, Field Service Support/Customer Care Specialist/Assistant Product Manager/ Consumer Affairs Representative/Team Leader WGPW/WGSGD/Feeder Group

As Field Service Support Group Leader, I establish, maintain, manage and control field service operations for all PGTI branded products, i.e., CGI, CGIC, PGT and WinDoor.

I am directly responsible for all escalated consumer calls and letters concerning product and service issues on behalf of Senior Executives. This includes corresponding by email, text, letter and phone as needed.

Internally, I manage the Field Service Support team, 13 team members, 11 @ PGT headquarters and 2 off campus at our CGI facility. My current duties revolve around all facets of the field service team, both internal as well as external. Internally, Works closely with the following departments to resolve multiple product (WinDoor/CGI/PGT) problems discovered through the service resolution process:

Quality, Manufacturing, Engineering, Purchasing, Shipping, Customer Care, Sales, Production Control and Dealers/Contractors.

I am also responsible for scheduling, payroll, team disciplinary actions. I review and authorize/approve customer back-charges, payment for dealer performed services as well as outsourced service approval and payment.

Externally I manage the workflow between the Field Service Leadership team and field technicians and field service support staff, making sure that all areas of interaction are handled smoothly and in a professional, efficient and timely manner. I am responsible for managing the daily flow of all service issues that come into the facility.

My previous positions included but were not limited to the following: provide support to representatives both in and outside of Customer Service as it pertains to all products and services. Answer incoming calls to provide timely and accurate information and service to homeowners as well as dealers/distributors and contractors, etc. based on product information and support. Research order history to validate warranty and service requests based on company guidelines pertaining to all products. Provide support to representatives both in and outside of Customer Service as it pertains to products and service. During this time I also served as Team Leader for the following manufacturing departments: WGPW, WGSGD and Feeder Group. Responsibilities include but not limited to support of all lines reliant on our products and services. Performed all documentation to support product lines including but not limited to daily production, maintenance, and employee reviews. Duties also include scheduling, payroll, team support and discipline based on PGT guidelines.

April 2013—July 2013:

Tri-County A/C Customer Service Representative

Answered all incoming calls regarding product inquiry, service scheduling as well as directing sales calls to proper channels. Performed outcall soliciting regarding system warranties and system upgrade availability. Performed after hours on call support for service issues.

June 2010—April 2013:

Verizon Wireless Sales Professional

Provided sales and service to existing as well as new consumers in the cellular market. Scheduled off site meetings with prospective clients regarding development WiFi services, Air Cards, promotional upgrades and emergency notification options. Scheduled bi-monthly training seminars for new clients pertaining to cell phone and tablet set up and use. Performed cold calls via in store lead developer to prospective clients/customers.

Nov 2009—June 2010

Wal*Mart Corporation / MetroPlex Specialist:

Provided consumer service by acknowledging consumers, indentifying consumer needs, assisting with purchasing decisions, locating merchandise, resolving consumer issues and concerns. Promoted products and services while maintaining a safe shopping environment. Areas of responsibilities included but not limited to sales and activation of post paid and prepaid cellular accounts, handset/account upgrades, inventory control, receipt and logging of new and existing products. Job duties included placement of POP merchandise and rotation of products.

Dec 2005 – Nov 2009:

PGT Industries / Product Estimator

To provide efficient and accurate quotes and sales orders to dealers/distributors in the commercial and residential market pertaining to high dollar accounts that included but were not limited to custom product, finish and costing. Worked in conjunction with company Engineers, Architects, Sales Representatives, builders and contractors in meeting their needs for orders, deadlines and customer service. Performed job site visits to verify installation procedures of new AS (Architectural Systems) products and provide product support.

Sept 2005 – Dec 2005:

M.E.C. Inc. / Surveyor

Responsible for setup and operation of TopCon GPS equipment, Ranger and ReCon hand held data collectors and Linker Rod operations. Duties included but not limited to FDOT and FL Turnpike surveys, Florida Everglades Topography Restoration Project, South Florida Water Management District (SFWMD) surveys and all phases of construction surveys, both commercial and residential. Also responsible for operation and maintenance of company vehicles (trucks, Boats & Quad Runners).

Sep 2004 – Sept 2005:

Wantman Group, LLC / Rodman-Instrument Man

Responsible for set up and operation of TopCon and HP ground level survey equipment. Performed all types and phases of surveys ranging from Topography to Boundary. Surveys included construction, business and home surveys from start to completion of projects. Uploaded daily data to servers for timely and efficient turn around.

Nov 2003 – Jun 2004:

PGT Industries / CSR-Service Processor

Responsible for all service issues regarding sales and service to dealers, distributors, and homeowners of all PGT products and supplies. Answer incoming calls to coordinates service and repair issues between customers and service technicians. Input service orders, sales and reorders in log book and in computer system via AS400. Determined if service issues were covered under warranty guidelines as mandated by company policy and standards. Coordinated with manufacturing lines and personnel to determine fault/cause of service issues. Prior to advancement to CSR/SP, performed all duties associated with Common Carrier as well as RMA Service handler.

Oct 1997 – Oct 2003:

Fastening Systems Inc – Store/Showroom Manager

Responsible for all operations required to effectively and efficiently manage a commercial building supply store. Duties included but not limited to processing of materials and reports, maintaining payroll records, employee scheduling, inventory control, credit processing, ordering supplies/inventory for store as well as coordinating all communications between store and corporate office. Provided job site deliveries and sales. Performed cold calls to construction sites to solicit sales and service opportunities. Operated forklifts, hand jacks used for loading and unloading of products from tractor trailers to warehouse as well as pallets onto trucks for shipping. Processed all RGA’s (return of goods authorizations) from start to completion in order to verify credits.

Feb 1990 – Oct 1999:

FootAction USA / Manager

Managed million dollar plus specialty retail sporting good store. Duties included employee staffing, scheduling, payroll, inventory control, ordering of product as well as all banking duties. Responsible for training of new employees and company orientation. Coordinated store merchandising. POP materials and store/corporate Plan-o-Grams.

Aug 1984 – Feb 1990:

McDuff Electronics / Manager

Responsible for all duties to operate a retail electronics store. Areas of responsibility included staffing scheduling, payroll and sales/service. Coordinated all documentation and reporting between store and corporate office.

Jan 1982 – Jul 1984:

United States Air Force / Unit Orderly Room Specialist

Responsible for reporting to Squadron/Command Section HQ.Duties included but not limited to in/out processing of active duty personnel, communications between Squadron and Command Section HQ. Maintained detailed administration and procedural processes to improve efficiency fro commander and 1ST SGT. Maintained all records for active duty personnel while assigned to squadron. Responsible for implementation of Squadron Physical Fitness program and coordinated sporting events between squadrons. Also performed all functions, documentation and otherwise for daily operations within the Squadron/Section HQ in order to maintain an effective and efficient Squadron/Section HQ Orderly Room.

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