Operations, Sales,Service Manager, Development Manager
Resume:
THOMAS GOUDIE
OPERATIONS AND SALES / DEVELOPMENT MANAGER
Customer service, Sales and Operations Manager with 20+ year's experience. Expertise in cultivating internal and external business relationships, developing new business in varying arenas, and budgeting. Proven ability to delegate and supervise teams in excess of 400 members and to manage budgets in excess of $60 million. Excellent leadership, communication, and customer relations skills.
Client Relations * Sales * Contract Negotiations * Employee Relations * Event Planning * Facility Management Forecasting * Implementation * Operations Management * P&L Responsibility * Project Management
* Start-Up Operations * Team Facilitation * Territory Development * Training / Development
CAREER ACHIEVEMENTS
* Achieved sales of over $1,750,000, with over 2 million in the pipeline.
* Built and maintained strong customer relationships.
* Managed service plan projects ranging from $100,000 to $5 million to create demand and exceed objectives.
* Managed equipment repair, installation and sales over large geographic areas including Alaska, Arizona, Nevada, California, and Hawaii.
* Managed staff in excess of 400 with 32 managers reporting directly.
* Developed new business at NCR, Diebold, Security National Bank and Bank of America.
* Developed and managed budgets in excess of $60 million.
* Developed and maintained internal and external measurement reports nationwide for in-house service department.
* Developed new retail business from the ground up. Business grossed $500,000 in annual sales first year.
* Created and instructed Culinary Arts class at Sierra College.
PROFESSIONAL EXPERIENCE
MJUSD. Marysville, California. 2011 - Present
Advisor
* Function as advocate / advisor and contributor to special classes for teachers focusing on dyslexia: recognition, effects, challenges, and possible avenues to help students, including adults, to be successful.
Holiday Retirement. Salem, Oregon. 2010 - 2011
Co-Manager
* Managed daily activities of staff. Responsibilities included: sales, customer service, hiring, disciplinary action, annual reviews, coaching, and sales development training.
* Developed long-lasting relationships with clients and their families to maintain 100% occupancy and meet sales goals.
* Reorganized maintenance department to increase efficiency and cut costs.
* Assessed emergency situations and directed staff to resolve situation in timely manner.
Selected Accomplishments
* Mentored executive chef, resulting in creation of efficient management team.
* Planned and hosted corporate events designed to increase occupancy and reach 100% of sales goals.
NCR. Dayton, Ohio. 2007 - 2009
Territory Sales Manager
* Managed customer relationships with over 150 financial institutions in Alaska, Northern California, and Northern Nevada, handling escalations of product delivery and installations.
* Sold financial equipment and software to achieve at least $1.5 million in direct sales and $700,000 in service contracts annually.
* Built territory plans for expanding business in a territory that had been unproductive for several years.
Selected Accomplishments
* Developed new relationships with competitors in all areas of territory.
* Achieved sales of over $1,750,000, with over 1.2 million in the pipeline for remainder of year and 5 million for next calendar year.
* 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 provide best in class 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
* Built multi-store environment within 2nd year.
* Made store profitable 1st year.
* Developed profitable catering business to enhance store offerings.
* Implemented cooking classes to increase product interest.
* Won Tri-County Iron Chef competition on behalf of the store.
* Recognized by vendors as the top BQQ Store in the Western US.
Diebold. Canton, Ohio. 2002 - 2003
Regional Field Service Manager
* Supervised 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, as well as all personnel issues.
Selected Accomplishments
* Came in under budget by more than 10% consistently.
* Increased profit margin by more than $2 million in first year.
* Increased productivity of area by over 5% in first year.
* Increased customer base by 10% in 2nd year.
* Increased productivity in Hawaii by 10% in second year, despite challenges of the local area.
Bank of America. Charlotte, North Carolina. 1991 - 2001
Vice President / Regional Field Service Manager
* Directed equipment repair for Northern California, Washington and Oregon.
* 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 regional specialists.
* Developed and maintained internal / external measurement reports for in-house service department.
* Developed new business and maintained internal and external business relationships.
Selected Accomplishments
* Maintained annual budget at least 5% under projections each year.
* Increased staff by 100% within 5 years while increasing profits.
* Developed plans to expand into several states where the company was not represented.
* Spearheaded project to sell in-house service department to outside vendors, such as NCR and Diebold.
* Served as trainer in C.A.R.E. 3-day customer service improvement training program for national staff.
Security Pacific Bank. Los Angeles, California.
District Field Service Manager
EDUCATION
Culinary Arts Institute. Roseville, California.
Banquet and Catering Management. Cypress College. Cypress, California.
Field Service Management. University of Wisconsin. Madison, Wisconsin.
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