Janice Burse-Mccoy
Matteson,IL
Summary
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.
Experienced with client relations, negotiation, and conflict resolution. Utilizes strategic thinking to navigate complex agreements and secure beneficial outcomes. Track record of maintaining strong working relationships and adapting to dynamic environments.
Overview
37
37
years of professional experience
Work History
Dividend Disbursement Agent
Computershare Investor Services
12.2024 - 09.2025
- Streamlined communication processes, improving response times and client satisfaction.
- Managed compliance protocols, ensuring adherence to industry standards.
- Processed and disbursed dividend payments to company stakeholders.
- Collaborated with cross-functional teams to optimize service delivery and operational efficiency.
Quality Assurance Analyst
Computershare Investor Services
01.2017 - 12.2024
- 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.
- Conducted thorough system testing, identifying defects and providing actionable feedback for resolution.
Call Center Representative
Computershare Investor Services
01.2000 - 05.2016
- 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
06.1996 - 10.1999
- 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
08.1988 - 03.1994
- 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.
Education
No Degree - Medical Billing
Olympia College
02-2006
High School Diploma -
Chicago Vocational Highschool
06-1986
Skills
- Quality Assurance
- Quality processes
- Data Analysis
- Mentoring and training
- Call Monitoring
- Root Cause Analysis
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
Timeline
Dividend Disbursement Agent
Computershare Investor Services
12.2024 - 09.2025
Quality Assurance Analyst
Computershare Investor Services
01.2017 - 12.2024
Call Center Representative
Computershare Investor Services
01.2000 - 05.2016
Dividend Processor
Harris Bank/Computershare
06.1996 - 10.1999
Stock Transfer Processor
Harris Bank
08.1988 - 03.1994
High School Diploma -
Chicago Vocational Highschool
No Degree - Medical Billing
Olympia College
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