CHINELLE G. DUNCAN

Work History

Childcare Center & Facility Owner/Director

Village Square Learning

08.2011 - Current

Company Overview: Empowering Families, Enabling Workforce
Website: Not provided
Established and operate Village Square Family Childcare Facility, working with families of children ages six weeks through twelve years old
Responsibilities include critical program and business development and management activities
As director, I plan, organize, implement and coordinate the services of Village Square's childcare program in conformity with national standards, state, and local childcare license provisions
Responsibilities include the overall management of the program operations, and the coordinating of the children's educational program and activities
Developed/deployed age-appropriate program and curriculum content in a child-centric environment
This included health and wellness, nutrition, and dynamically supporting families
Successfully developed sound business strategy, tactics, and metrics to evolve a profitable business model
Doubled the size and scope of our facility and offerings to increased gross revenues by 45% over the last year
Facilitate and provide continuing the job training in education and early-childhood development to new and existing staff
Plan, develop, schedule, and evaluate childcare staff
Developed and deployed operating processes procedures to create a more efficient operation system
Develop and conduct marketing campaigns at universities, and local employers
Executed program regulatory, and business compliance management activities
Directed the development of effective recruitment and retention strategies to develop degree-qualified, professionally developed, and enthusiastic team
Empowering Families, Enabling Workforce
Website: Not provided
Affiliations/Publications/Presentations:
WV Early Childhood Planning Task Force: http://www.wvecptf.org/docs/Study-Group-Recommendations2.pdf
How to Start an ECE & Development Program
Holistic Approaches to ECE & Development
Nature vs Nurture in ECE & Development
Early Childhood Education in Business
James Rumsey Advisory Board
Shepherd University Co-op Program Host
Managed day-to-day business operations.
Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
Consulted with customers to assess needs and propose optimal solutions.
Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
Established foundational processes for business operations.
Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
Generated revenues yearly and effectively capitalized on industry growth.
Improved team productivity by introducing innovative project management tools and techniques.
Fostered strong relationships with clients to boost retention rates, conducting regular feedback sessions.
Elevated brand awareness with targeted marketing campaigns, leveraging social media and digital platforms.
Interacted well with customers to build connections and nurture relationships.
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Implemented business strategies, increasing revenue, and effectively targeting new markets.
Assisted in recruiting, hiring and training of team members.
Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Supervised creation of exciting merchandise displays to catch attention of store customers.

Telecom Billing Analyst

Verizon Business

07.2009 - 12.2010

Company Overview: Telecommunications company providing services to federal customers
Responsible for telecommunications billing support for Federal Customers - Functioning as customer's primary point of contact for billing issues, vendor negotiation and resolution of billing disputes to determine and issue billing adjustments where necessary
Worked with the Veterans Administration team to review/reconcile invoice charges to determine compliance with inventory and negotiated contract requirements as it impacts their Operation Support System (OSS) records related to order management activities, Networx order notifications (ORA/SOC//FOCN/SOCN) and customer Order Acceptance dates
Validated/build telecom inventory against invoices, and contracts for annual bill reviews per agency
Performed billing PMO functions on the Harris 1.3 Million dollar claims dispute project - Auditing telecom invoices, establishing vendor relationships and performing vendor analysis and support to improve the process for billing activities
Processed Network Inventory Management activities to reconcile inventory against invoices
Work with internal systems to research and resolve billing issues - interacting with numerous groups to resolve issues including: sales, service, engineering, finance, legal, and contracts
Analyze contracts to determine billing accuracy and attend/participate in customer meetings/presentations
Telecommunications company providing services to federal customers

Service Support Specialist

Verizon Business

07.2007 - 01.2009

Company Overview: Telecommunications company providing services to federal customers
Process and track telecommunication service orders for USPS and FAA customers interfacing with customer contacts at various levels
Receive and review orders for completeness, accuracy and contractual compliance
Work closely with sales and technical staff to insure that orders are written and submitted for further processing with accurate information
Provide implementation support for pending orders
Track service delivery milestones to ensure timely delivery of services
Telecommunications company providing services to federal customers

Project/Provisioning Analyst

SunRocket Inc.

03.2006 - 08.2007

Company Overview: Provider of VOIP services
Execute implementation activities for LNP, DID, E911 orders and providing tier I/II support of VOIP services to Operations, Customer Care and Service Delivery
Served as Top level escalation with telecom vendors and/or internal departments as needed for the resolution of network issues and order jeopardies
This requires interface with multiple LEC/IXC/CLEC vendors on an engineering technical and order management level to drive hardware and/or software for service delivery
Resolves service troubles by researching, identifying and isolating customer and network issues using remote testing tools
Define, document and track order process flows for implementing VOIP services, interacting with IT to ensure systems/tools are in accordance with business processes and business rules
Provider of VOIP services

Vendor Liaison/ Provisioning Lead

StarPower/RCN

04.2000 - 03.2005

Company Overview: Telecommunications company providing voice, data, and cable services
Worked hand-in-hand with the Vendor Provisioning teams (LEC/CLEC/IXC), Customer Care Organization, and Account Management Team to execute all activities of the customers service order needs
Implemented Methods and Procedures to audit the billing of service providers, recovering more than $200,000.00 annually
Acted as a liaison and dedicated point of contact for escalations, maintenance, installation needs and management
Created reports for Revenue and process assurance initiatives, updating management and network element systems during the process
Supported and assisted in the submitting of tax exemption documentation with vendors
Updated rate schedules and verify the accuracy of invoices after account adjustments and revisions
Provisioned voice, data and service features
Responsible for the full life cycle of service implementation of telecom products from processing thru test, turn-up and end-user acceptance
This included scheduling of services, identification of issues and testing and troubleshooting of failed services
Initiated Local Service Requests and port orders for LNPs and line configs with our customers and their vendors (LEC/CLEC/IXC) while coordinating internally the conversion process of both residential and business customers within a UNE environment
Managed, tracked, troubleshoot to resolution customer and LEC related problems for voice, data and cable services until delivered by LEC and accepted by end-user
Performed project coordination of both on-net and off-net services that included ordering, provisioning and turn up of network services, adding or modifying voice services on the Starpower/RCN network
Managed and configured network telephone service features (long distance, voice mail etc) on Cisco 5E; also, managed and maintained network element inventories and network element configurations
Executed virtual disconnects and coordinated element disconnect and retrieval from the field
Telecommunications company providing voice, data, and cable services

Summary

Overview

Work History

Childcare Center & Facility Owner/Director

Telecom Billing Analyst

Service Support Specialist

Project/Provisioning Analyst

Vendor Liaison/ Provisioning Lead

Education

A.A.S. - Occupational Development, Child Development Specialist

Certificate - Occupational Development, Child Care Development Specialist

Certificate - WV Apprenticeship for Child Development Specialist (ACDS): Early Childhood Education

Early Childhood Education -

A+ Certification -

Skills

Timeline

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