THOMAS GOUDIE

________________________________________
1190 Circassian Drive • Yuba City, California 95991
530.923.1757• tgoudiesr@comcast.net

CUSTOMER SERVICE AND OPERATIONS MANAGER

Customer service and operations manager with 20+ year’s experience. Expertise in cu
ltivating internal and external business relationships, developing new business
in varying arenas, and budgeting. Proven ability to delegate and supervise team
s in excess of 400 members and to manage budgets in excess of $60 million. Exce
llent leadership, communication, and customer relations skills.
Client Relations • Contract Negotiations • Facility Management • Forecasting • Operat
ment
P&L Responsibility • Risk Management • Start-Up Operations • Team Facilitation • Terr
opment________________________________________
CAREER ACHIEVEMENTS
ï ¶ Managed equipment repair, installation and sales over large geographic areas inc
luding Alaska, Arizona, Nevada, California, and Hawaii
ï ¶ Built and maintained strong customer relationships.
ï ¶ Developed territory plans to create demand and to successfully exceed objectives
.
ï ¶ Managed equipment service for financial industry.
ï ¶ Managed staff in excess of 400 with 32 managers reporting directly.
ï ¶ Developed new business at NCR, Diebold, and Bank of America.
ï ¶ Developed and managed budgets in excess of $60 million.
ï ¶ Met or came in under budget consistently.
ï ¶ Developed and managed service level agreements.
ï ¶ Managed personnel issues on all levels.
ï ¶ Developed and maintained internal and external measurement reports nationwide fo
r in-house service department.
ï ¶ Achieved sales of over $750,000, with over 1.2 million in the pipeline.
ï ¶ Developed new retail business from the ground up.
ï ¶ Created and instructed culinary arts class at Sierra College
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PROFESSIONAL EXPERIENCE
Holiday Retirement. Salem, Oregon. 2010 – Present
Co-Manager
.
• Managed day-to-day operation and sales for an Active Retirement Community in Nap
a California.
• Developed a more efficient Maintenance Department.
• Successfully coached Executive Chef to create an efficient management team.
• Interacted with residents comfortably and gained their confidence in order to re
tain occupancy.
• Managed the P & L in the community.
NCR. Dayton, Ohio. 2007 – 2009.
Territory Sales Manager
• Managed customer relationships with over 150 financial institutions in Alaska, N
orthern California, and Northern Nevada, handling escalations of product deliver
y and installations.
• Sold financial equipment and software to achieve at least $1.2 million in direct
sales and $500,000 in service contracts annually.
• Built territory plans for expanding business in a territory that had been unprod
uctive for several years.
Selected Accomplishments
ï ¶ Developed new relationships with customers and competitors in all areas of the t
erritory.
ï ¶ Achieved sales of over $750,000, with over 1.2 million in the pipeline.
ï ¶ Built annual territory plans.

Grills For All Seasons. Yuba City, California. 2003 – 2007.
Owner / Manager
• Built BBQ Retail Store from the ground up, striving to become best in class for
customer service and superior products.
• Developed and managed P&L for new store.
• Developed vendor relationships to support food and hardware retail needs.
• Developed and maintain new relationships within the community, i.e.: Chamber of
Commerce.
Selected Accomplishments
ï ¶ Built multi-store environment within 2nd year.
ï ¶ Made store profitable within 2 years.
ï ¶ Developed profitable catering business to enhance store offerings.
ï ¶ Implemented cooking classes to increase product interest.
ï ¶ Won Tri-County Iron Chef competition on behalf of the store.
ï ¶ Recognized by vendors as the top BQQ Store in the Western US.
Diebold. Canton, Ohio. 2002 – 2003.
Regional Service Manager
• Managed equipment repair and installation staff in Arizona, California, Nevada,
and Hawaii for financial institutions.
• Developed and managed P&L in excess of $60 million.
• Managed staff 400 with 32 direct reports.
• Developed and maintained new customers.
• Maintained all internal and external reporting.
• Managed all personnel issues.
Selected Accomplishments
ï ¶ Came in under budget by more than 10% consistently.
ï ¶ Increased profit margin by more than $2 million in first year.
ï ¶ Increased productivity of area by over 5% in first year.
ï ¶ Increased customer base by 10% in 2nd year.
ï ¶ Increased productivity in Hawaii by 10% in second year, despite challenges of th
e local area.
ï ¶ Led, hired, and improved relationships with staff effectively.
Bank of America. Charlotte, North Carolina. 1991 – 2001.
Vice President / Regional Service Manager
• Directed equipment repair for Northern California.
• Developed and managed budget in excess of $6 million.
• Developed and managed service level agreements.
• Directed remote staff in excess of 270 individuals located in offices along the
west coast and comprised of 7 district managers, 3 administrative staff and 3 re
gional specialists.
• Managed personnel issues on all levels.
• Developed and maintained internal and external measurement reports nationwide fo
r in-house service department.
• Developed new business and maintained internal and external business relationshi
ps.
Selected Accomplishments
ï ¶ Maintained annual budget at least 5% under projections.
ï ¶ Increased staff by 100% within 5 years while increasing profits.
ï ¶ Developed plans to expand into several states where the company was not represen
ted.
ï ¶ Spearheaded the project to sell in-house service department to outside vendors,
such as NCR and Diebold.
ï ¶ Served as trainer in C.A.R.E. 3-day customer service improvement training progra
m for national staff.
Security Pacific Bank. Los Angeles, California.
Service Manager
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EDUCATION
Culinary Arts Institute. Roseville, California.
Banquet and Catering Management. Cypress College. Cypress, California.
Field Service Management. University of Wisconsin. Madison, Wisconsin.