Janice Mccoy

Accomplished Quality Assurance Analyst with a proven track record at Computershare Investor Services, enhancing customer satisfaction and team productivity through expert mentoring and robust quality processes. Skilled in data analysis and root cause analysis, I excel in fostering team success and ensuring compliance with industry standards. My approach combines technical proficiency with strong interpersonal skills, driving significant improvements in QA strategies.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Quality Assurance Analyst - Computershare Investor Services - Louisville, KY

(2017-01)

• Mentored and coached newly hired team members on QA topics and strategies. Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
• Reported progress, test metrics and results to project stakeholders.
• Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
• Ensured customer satisfaction by verifying customer service agents meet specifications for stake holders.

Call Center Representative - Computershare Investor Services - Chicago, IL

(2000-01 - 2016-05)

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.

Dividend Processor - Harris Bank/Computershare - Chicago, IL

(1996-06 - 1999-10)

• Supported team members in their tasks, contributing to overall team success.
• Increased productivity by effectively managing workload and prioritizing tasks.
• Maintained accurate records and ensured timely completion of all necessary paperwork.
• Enhanced team collaboration, sharing best practices for efficient processing techniques.

Stock Transfer Processor - Harris Bank - Chicago, IL

(1988-08 - 1994-03)

• Supported team members in their tasks, contributing to overall team success.
• Increased productivity by effectively managing workload and prioritizing tasks.
• Maintained accurate records and ensured timely completion of all necessary paperwork.
• Enhanced team collaboration, sharing best practices for efficient processing techniques.
• Received and reviewed incoming documents and materials.
• Assisted colleagues as needed, fostering a positive work environment based on teamwork and mutual supportiveness.
• Adhered to strict deadlines for processing applications, ensuring timely approvals and client satisfaction.

No Degree - Medical Billing - Olympia College (2006-02 - 2006-02)

High School Diploma - Chicago Vocational Highschool (1986-06 - 1986-06)