Summary
Overview
Work History
Education
Skills
Timeline
SeniorSoftwareEngineer

Jineva McAlister

North Las Vegas,NV

Summary


Experienced with managing project timelines, resources, and stakeholder communications efficiently. Utilizes problem-solving skills to address project challenges and ensure smooth execution. Track record of implementing project management best practices to deliver quality outcomes.

Overview

12
12
years of professional experience

Work History

Project Coordinator

Freedom Forever
12.2024 - 06.2025
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Communicate with clients, sale representatives, and subcontractors to align expectations and resolve issues 'Managed approximately 60 incoming calls, emails
  • Coordinate residential solar installation project and manage project timelines to ensure timely delivery

Caretaker

In Home Care
04.2024 - 12.2024
  • Assist patient with everyday activities such as Bathing, eating, taking Medications
  • Monitoring and Coordinating
  • Health Care requirements with Doctors and Nursing Staffs
  • Successful progression aimed at fostering patient Independence
  • Developed personalized care plans, addressing unique needs of each resident.
  • Provided compassionate care to residents, assisting with daily tasks such as meal preparation and personal grooming.
  • Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.

Project Coordinator and Senior Team Lead

Palmetto Solar, LLC.
05.2022 - 03.2024
  • Processing and invoicing retention accounts for loss production for problematic projects
  • Develop and implement customer service training and mentorship programs for staff and creating and facilitating training material for new hires
  • Maintained and improved month over month key performance indicators, such as quality and production
  • Lead and contribute to customer support-related projects as needed, to help drive top customer satisfaction
  • Coordinating 350 solar client and installation deployments
  • Achieved top performance in business goal metrics as well as setting the bar for future target goals



Technical Support Team Lead

Global Payments
05.2016 - 05.2022
  • Assist customers and agents with various methods of payments including credit card, check, private label
  • Software installation, configuration and training on POS functionality, including AS400 Certified
  • Manage customer escalation requests via phone, email and website
  • Troubleshoot POS, software, payment gateway and various other credit card processing applications
  • Troubleshoot payment industry hardware pin pads, card readers and countertop terminals
  • Authorize or decline credit increases based on credit profiles, merchant review and identity verifications.
  • Coaching teams to identify area in customer support and to enhance customer satisfaction
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Increased first-contact resolution rates by implementing thorough quality assurance measures across all support interactions.
  • Managed high levels of call flow and responded to technical support needs.
  • Diagnosed and troubleshot hardware, software and network issues.

Technical Support Team Lead

Asurion
09.2015 - 05.2016
  • Analyze technical issues for hardware and software resolution and remote support for customer devices " 'Managed approximately 70 incoming calls,
  • Achieved top performance in business goal metrics
  • Assist customers with all questions regarding their account
  • Managed daily operations of the technical support department, ensuring full compliance with company policies and procedures.
  • Conducted regular performance evaluations for team members, providing constructive feedback and guidance on professional growth opportunities.
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Used ticketing systems to manage and process support actions and requests.
  • Installed and configured operating systems and applications.
  • Researched and identified solutions to technical problems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Streamlined processes for improved workflow efficiency within the technical support department.
  • Cultivated strong relationships with key clients by providing prompt and reliable technical assistance as needed.

Assistant Manager

Barclaycard
10.2013 - 09.2015
  • Supervised agents that were 1st responder to potential credit card fraud compromises
  • Analyze and approve review of new customer credit application
  • Consistently exceeded business expectations by providing top service to our customers
  • Assist customer with credit card transaction, authorize and release account restriction
  • Daily monitoring of reporting and metric goals
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.

Education

High School Diploma -

Ellenwood Academy
Brandon, FL
05.1992

Skills

  • Supervisor and Team Manager
  • Client Support, Assessment and Analysis
  • Project Management and Retention
  • Customer Success Phone Support
  • Scheduling and Training
  • Hardware and Software Support
  • Problem-solving
  • Project coordination
  • Detail-oriented
  • Time management
  • Team coordination
  • Flexible and adaptable

Timeline

Project Coordinator

Freedom Forever
12.2024 - 06.2025

Caretaker

In Home Care
04.2024 - 12.2024

Project Coordinator and Senior Team Lead

Palmetto Solar, LLC.
05.2022 - 03.2024

Technical Support Team Lead

Global Payments
05.2016 - 05.2022

Technical Support Team Lead

Asurion
09.2015 - 05.2016

Assistant Manager

Barclaycard
10.2013 - 09.2015

High School Diploma -

Ellenwood Academy

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