Deborah Byers
Columbus,OH
Summary
Knowledgeable Training Professional skilled at assisting employees with learning tasks, improving performance and maximizing productivity. Top-notch planner, organizer and problem-solver. Superb mentorship over more than 8 years.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Success Trainer
Morgan Stanley
Columbus, OH
08.2019 - Current
- Facilitate comprehensive 4 to 6-week training programs on a variety of topics, including New Hire orientation, Cash Management, Digital Support, National New Accounts, Cards, Lending, Tax, and soft skill subjects in person and via Zoom.
- Technical product training for customer success, crossing over policies, procedures, and configuration.
- Collaborate with the Instructional Design team to develop course curriculum as needed, to update compliance regulations and operations.
- Proficient in facilitating classroom engagement fostering a culture of inclusion and job development.
- Assisting in the enhancement of firm quality assurance through daily procedural oversight.
Cash Management Associate- Floor Lead
Morgan Stanley
Columbus, OH
03.2018 - 08.2019
- Communicating resources, processing, and tools to agents to successful resolve inbound callers request.
- Monitoring agents service level matrix to adhere to call volume.
- Researched, analyzed, and resolved complex customer inquiries.
- Provided instructional guidance and mentorship new hires employees.
Digital Support and Cash Management Associate
Morgan Stanley
Columbus, OH
01.2016 - 03.2018
- Provided comprehensive support to clients, branch employees, and third party affiliates on systems and processes.
- Assisting client and branch employee with registration for company website.
- Performing password resets, entitlement tickets, money movement functions such as wires, ACHs, Zelle, ordering checks, debit card, processing debit card disputes, declines and reversal.
- Assisting client with both domestic and international money movement and lending needs.
Home Equity Specialist
JP Morgan Chase
Columbus, OH
04.2011 - 12.2015
- Provided guidance and advice to customers on their eligibility for home equity loans.
- Researched relevant regulations and laws pertaining to home equity loans.
- Responded promptly to customer inquiries about their accounts or potential loans.
- Stayed abreast of lending regulations, industry trends and market rates.
Education
Bachelor of Science - Applied Information Technology
Kentucky State University
Frankfort, KY05-2009
Skills
- Teamwork and Collaboration
- Group and individual instruction
- Job Skill Building
- Team Exercises
- Effective Communication
- Adaptability and Flexibility
Accomplishments
- Morgan Stanley 2023 Award 4 Excellent Global Operation Role Model nominee
Certification
- 2022 Graduate of the McKinsey Management Acceleration Program
Timeline
Customer Success Trainer
Morgan Stanley
08.2019 - Current
Cash Management Associate- Floor Lead
Morgan Stanley
03.2018 - 08.2019
Digital Support and Cash Management Associate
Morgan Stanley
01.2016 - 03.2018
Home Equity Specialist
JP Morgan Chase
04.2011 - 12.2015
Bachelor of Science - Applied Information Technology
Kentucky State University