Joseph Smith Email & Phone Number

Indianapolis, Indiana Area

• Responsible for aftermarket service revenue and administration of contract department which includes billing, profitability, contract analysis, leadership and team development. Created and currently maintain weekly and.
• Developed standard operating methods and metrics for continuous success and measured performance of contract team
• Audit every contract for accuracy, compliance, and approvals as needed
• Create and execute E-Views reporting for organizational use
• Partner with Sales Team to develop spreadsheet billing to match customer needs, as well as provide input on invoicing requirements to increase company’s successful winning bids on Request for Proposals (RFPs)
• Analyze aftermarket invoicing data for executive team and create reporting for annual budget review

Indianapolis, IN

• Support Indiana Business Banking team of 30, providing problem resolution, project management, event coordination, and developing relationship manager Onboarding program.
• Further developed skills in business management, financial statements, small business administration, and salesforce.
• Gained exposure to various facets of banking where deadlines are fluctuating and deepened my ability to make quick, accurate, fact-based decisions.Key Accomplishments:
• Selected to improve the Relationship Management Index, a customer service based score powered through Greenwich.
• Led a team of sales assistants to develop a new shared drive concept for all files and folders shared throughout the Indiana Business Banking Team, reducing 8 years of clutter and transitioning to appropriate record.
• Performed multiple training sessions around fully utilizing computer software available to all associates to increase the performance of their roles.

Indianapolis, Indiana Area

• Oversee Indiana Area BBB, CFPB, OSRA, Executive, or bank-driven customer complaint program for more than 560 associates area-wide. Coordinated and partnered with various departments to achieve 100% resolution rate on.
• Analyze Area trends on a quarterly basis to determine root causes of customer complaints by collecting and organizing data to be delivered at the executive level.
• Play an active role in developing procedural communications to Indiana associates addressing changes in industry, regulation, or bank practices.Key Accomplishments:
• Acknowledged bank-wide for area with the lowest volume of complaints due to program of preventative steps to address issues before escalation.
• Successfully implemented a program of complaints training for all 87 branches resulting in more engaged and empowered associates.
• Developed 2014 strategic plan tactic focused on reducing average complaint resolution timeline by 30%, from 10 days to 7. Surpassing goal at 6.5 days.

Indianapolis, Indiana Area

• Trained for Regional Operations Manager (ROM) position that focuses on maintaining regulatory, industry, and company policies and procedures in the branches. Performed audits and cash counts, developed programs.
• Ensured branches complied with Federal, State, and local regulations, policies, and procedures.
• Led an annual training course on BSA/AML & OFAC regulations for 180 associates area-wide.Key Accomplishments:
• Identified inefficiency of ROM program & created solution, now used by all 320 ROMs corporate-wide that increased efficiency.
• Developed a specialized training program for branch associates under-performing in their operational roles
• Served as an area resource to the branch

Indianapolis, IN

• As the Branch Service Leader I lead and directed the teller staff and teller operations while supporting policies, procedures and processes within the branch ensuring compliance with federal and state regulations. I.
• Oversaw all teller related tasks, provided guidance and direction to the teller team to insure strong service and operational performance
• Ensured branch operational and compliance-related tasks were completed
• Served as liaison between branch and Regional Operations Manager
• Disseminated information on procedural and operational changes/updates to branch staff
• Supported sales process through referrals, conducting observations and coaching teller staff

Grissom ARB

• Managed base emergency management operations and conducted training sessions monthly to all new base personnel. Flight prepared base personnel and tracked their semi-annual compliance training.
• Collected, gathered, and provided detail reporting on status of base preparedness to Installation Commander.
• Selected as flight training leader for maintaining operational readiness requirements within our emergency management shop.
• Directed new airmen to our flight and ensured proper onboarding.Key Accomplishments:
• Won 2012 Excellence in Preparedness award from the Air Force Reserve Command for team’s work on maintaining operational readiness compliance.
• Achieved Airman of the Quarter, 1st Quarter 2011.

Bachelor Of Business Administration (Bba), Finance And Financial Management Services, 3.91

Business Finance