1. KENNETH PENNYWELL SR
725 Azalea Lane, Cedar Hill, TX 75104 H: 469-337-0058 ♦ C: 469-337-0058 ♦ kenneth_pennywell_sr@yahoo.com
ACCOMPLISHMENTS
Managed oversight of all contract terms and client personnel and security requirements were implemented,
including the submission of the required personnel security or background check paperwork.
Managed team of 12 personnel across 42 different client programs and regions including state/local/federal/and
government contracts.
Research Investigated and analyzed client complaints to identify and resolve issues.
Handled clients effectively by identifying needs, quickly gaining trust, approaching complex situations and
resolving problems to maximize efficiency.
Coordinated with Contract Management and Project Personnel for compliance with contract requirements.
Develop metrics and procedures to determine success of practices and procedures.
PROFESSIONAL SUMMARY
Experienced General Manager with ability to develop and nurture long-term relationships. Technical, creative and
organized self-starter with superior follow-through and experience in building rapport and fostering mutually
beneficial relationships. Skilled at supervising and directing administrative as well as personnel security measures
necessary for implementing government, state, and local requirements. Effective at building highly-motivated teams,
as well as leading cross-functional teams in a fast-paced environment. Customer service expert with sound judgment
and an ability to resolve problems tactfully and diplomatically.
SKILLS
Microsoft Office proficiency Adherence to high customer service standards
Eye for detail Customer-focused
Managing multiple priorities Excellent time management skills
Superb communication skills Strong interpersonal skills
Conflict resolution Customer service Critical thinking
Employee training and development Quick learner
Security personnel training Trained in security
Valid U.S. Passport Adept multi-tasker
Effective workflow management
WORK HISTORY
Customer Service Representative, 06/2016 to Current
Santa Cruz Biotechnology – Dallas, TX
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Cross-trained and backed up other customer service managers.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Strong leader of customer support staff.
Facilitated inter-departmental communication to effectively provide customer support.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Fostered an environment which encouraged continual process improvements.
Updated customer orders from start to finish in an accurate and timely manner.
Effective liaison between customers and internal departments.
Managed work flow to exceed quality service goals.
Data Entry
Meticulous Attention To Detail

2. Conflict Resolution
Handled Negative Customer Feedback
Exceptional Telephone Etiquette
Warehouse, 05/2014 to 05/2016
Kauffman Tires – Desoto, Tx
Used item numbers to properly stock warehouse.
Cleaned and maintained the warehouse in compliance with OSHA safety standards.
Picked up incoming stock and delivered materials to designated locations.
Divided cargo received by account number and intended location.
Established long-term customer relationships through prompt and courteous service.
Inspected cargo for count accuracy.
Successfully avoided time delivery delays by carefully planning best routes.
Dispatched for same-day pick-ups.
Checked vehicles to ensure that mechanical, safety, and emergency equipment is in good working order
 Operated Forklift
Facility Security Officer/Manager/Personnel Security Team Lead, 11/1998 to 09/2013
Accenture – Arlington, VA
Successfully trained staff in all office systems and databases, policies and procedures while focusing on
minimizing errors and generating superior results.
Scheduling Facilitated on boarding of new employees by scheduling training, answering questions and
processing paperwork.
Adhered to all confidentiality requirements at all times.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Facilitated inter-departmental communication to effectively provide customer support.
Trained staff on operating procedures and company services.
Identified individual development needs with appropriate training.
Followed-through on all critical inter-departmental escalations to increase client retention rates.
Devised and published metrics to measure the organization's success in delivering world class customer service.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Cultivated close working relationships with other municipalities and governmental agencies to achieve goal of
the National Industrial Security Program (NISP).
Supervised a team of 18 security personnel during a given shift across multiple agencies and states.
EDUCATION
Associate of Arts: Business Administration, 2009
Strayer University - Woodbridge, VA
Coursework in Business, Communications and Computer Information Systems and Security
Associate's Degree
Coursework includes: Speech and Communication, Sociology and Psychology
Coursework in Organizational Security and Management
MILITARY SERVICE
United States Marine Corps (USMC) Marine Corp Base (MCB), Quantico, VA – Assistant Base Security Manager,
1/1995 – 10/1998.
USMC – Administrative Clerk, 9/1989 – 10/1995.
Operation Desert Shield/Storm Combat Veteran