James Joseph
Shelbyville,IN
Summary
Experienced leader in training and development, recognized for improving team performance and engagement at First Merchants Bank. Proficient in designing and executing training programs that promote professional growth and operational excellence. Known for outstanding interpersonal communication and problem-solving skills, leading to significant productivity gains and enhanced team collaboration. Versatile professional with a robust background in sales management, training and development, customer service, and leadership. Proven success in leading teams, developing training programs, and boosting customer satisfaction. Skilled at building relationships, streamlining processes, and ensuring operational efficiency. Dedicated to achieving organizational objectives through effective communication, strategic planning, and ongoing improvement.
Overview
29
29
years of professional experience
Work History
Training Development Specialist
First Merchants Bank
04.2023 - Current
- Conducted onboarding training for new hires and transfers in Bank & Consumer Operations.
- Identified specific topics for skill training within departments.
- Prepared and presented periodic skill training sessions.
- Partnered with departments to update procedures in the Procedure Library.
- Supported marketing compliance and change initiatives.
- Developed and nurtured internal and external relationships.
- Responded quickly with accurate information, determined root causes of issues, and identified solutions.
Customer Care Quality & Training Specialist
First Merchants Bank
03.2023 - 04.2023
- Ensured high standards in customer service through effective training and quality assurance processes.
- Designed, implemented, and conducted training programs for customer service staff.
- Monitored and evaluated customer interactions for compliance and improvement.
- Provided constructive feedback and coaching to customer care representatives.
- Analyzed training outcomes and quality metrics to refine programs.
- Maintained accurate records of training sessions and quality assurance reports.
Procedure & Product Training Specialist
First Merchants Bank
01.2022 - 03.2023
- Developed and delivered comprehensive training on company procedures and product knowledge.
- Designed and updated training materials to ensure staff are well-equipped.
- Conducted engaging training sessions for new hires and ongoing staff development.
- Evaluated trainee comprehension through assessments and provided feedback.
- Maintained and organized training documentation and resources.
- Worked with product managers to stay updated on product changes.
- Monitored the effectiveness of training programs and made necessary adjustments.
Course Facilitator
Shafer Leadership Academy
09.2023 - Current
- Conducted engaging sessions using diverse teaching methods to meet various learning styles.
- Presented material clearly to align with curriculum goals.
- Fostered an inclusive, participative environment and provided timely feedback to support student development.
- Collaborated to update course content, ensuring materials are current.
- Developed accurate assessments and maintained confidential student records.
- Communicated regularly with students and coordinated with staff.
- Engaged in professional development and adhered to institutional policies.
Inside Sales Manager
Just Security Group
08.2005 - Current
- Led a team of inside sales representatives, establishing and monitoring sales targets.
- Proposed and executed enhancements to the sales process, coordinating projects to meet deadlines.
- Provided comprehensive reports on sales metrics, recommending improvements.
- Developed monthly, quarterly, and annual sales forecasts.
- Utilized customer feedback to ideate new features or products within the Executive Protection industry.
- Conducted research to discover strategies for boosting customer engagement and overcoming objections.
- Ensured sales alignment with company policies and procedures.
Telephone Operator & Trainer
United States Department Of Veterans Affairs
01.2021 - 01.2022
- Directed callers to appropriate facilities based on requests.
- Operated sophisticated computerized equipment and telecommunications software.
- Managed the internal and external paging system.
- Provided training on telecommunications equipment to personnel.
- Handled challenging calls, including threatening, abusive, or distraught callers.
- Updated and maintained operation manuals and reference books.
Outbound Sales Supervisor
The Guitar Center Company
02.2020 - 01.2021
- Managed customer accounts and conducted outbound calling.
- Implemented revenue-generating initiatives.
- Tracked key performance indicators and expanded the customer database.
- Provided outstanding service to meet and surpass established goals.
- Communicated the advantages of the company over competitors.
Heavy Equipment Trainer & Operator
Turner Mining Group
02.2019 - 02.2020
- Instructed individuals in the operation of heavy equipment in mines.
- Conducted thorough inspections of vehicle systems and equipment.
- Emphasized proper loading of cargo and adherence to safety regulations.
- Enforced adherence to safety policies, procedures, and legislative requirements.
- Trained communication skills for interaction with dispatchers and fellow drivers in high stress environments.
Owner & Operator
Indiana Service Pros
01.2016 - Current
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
- Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.
Team Supervisor
Xfinity Comcast
06.2014 - 12.2016
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
- Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
- Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
- Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
Sales Coach
Resort Condominiums International
12.2004 - 08.2005
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Managed recruitment, training and development for highly effective sales team.
- Developed and led group training courses to align with corporate sales and service goals.
- Designed and implemented sales training program and documentation.
- Provided coaching and mentoring to employees.
Platoon Sergeant, Combat Instructor
United States Marine Corps, USMC
01.1996 - 12.2004
- Provided strong leadership and mentorship to platoon members.
- Developed junior NCOs and enlisted Marines through continuous training.
- Planned, coordinated, and executed comprehensive combat training programs.
- Conducted realistic training exercises to prepare Marines for combat.
- Ensured platoon readiness and maintained discipline and operational capability.
- Managed and accounted for platoon equipment and resources.
- Maintained accurate records of training, personnel, and equipment.
- Assisted in the development and implementation of training plans and schedules.
Education
Bachelor of Science - Human Resources Management
Indiana Wesleyan University
Marion, IN06.2026
Skills
Conflict Resolution
Team Building
Team Collaboration
Excellent Verbal Communication
Written Communication
Active Listening
Interpersonal Communication
Adaptability and Flexibility
Time Management Abilities
Problem-Solving Abilities
Reliability
Positive Reinforcement
Accomplishments
- Empower Certificate - Shafer Leadership Academy
- Emergence Certificate - Shafer Leadership Academy
- Gold Shield Award - First Merchants Bank
- Leatherneck Award - California Board of Governors
Affiliations
- Association for Talent Development - Indiana Chapter
- United States Marine Corps Training and Education Command
Timeline
Course Facilitator
Shafer Leadership Academy
09.2023 - Current
Training Development Specialist
First Merchants Bank
04.2023 - Current
Customer Care Quality & Training Specialist
First Merchants Bank
03.2023 - 04.2023
Procedure & Product Training Specialist
First Merchants Bank
01.2022 - 03.2023
Telephone Operator & Trainer
United States Department Of Veterans Affairs
01.2021 - 01.2022
Outbound Sales Supervisor
The Guitar Center Company
02.2020 - 01.2021
Heavy Equipment Trainer & Operator
Turner Mining Group
02.2019 - 02.2020
Owner & Operator
Indiana Service Pros
01.2016 - Current
Team Supervisor
Xfinity Comcast
06.2014 - 12.2016
Inside Sales Manager
Just Security Group
08.2005 - Current
Sales Coach
Resort Condominiums International
12.2004 - 08.2005
Platoon Sergeant, Combat Instructor
United States Marine Corps, USMC
01.1996 - 12.2004
Bachelor of Science - Human Resources Management
Indiana Wesleyan University