FLORENCE N AFERI
Detroit,MI
Summary
Dedicated Enrollment Specialist skilled in customer service and conflict resolution. Proven ability to adapt to changing priorities while maintaining productivity. Experienced Family Engagement Specialist with expertise in community outreach and behavioral coaching. Strong communication and problem-solving skills foster trust and positive relationships with families and communities.
Overview
20
20
years of professional experience
Work History
Family Engagement Specialist (Enrollment)
Cornerstone Schools
Detroit, MI
08.2023 - Current
- Oversee end-to-end onboarding and enrollment operations, managing confidential personal data with precision and ensuring compliance with state and organizational policies.
- Develop and analyze detailed reports on enrollment trends, attendance, and retention, translating data insights into recommendations that support strategic workforce and resource planning.
- Act as the primary point of contact for applicants and internal stakeholders, delivering clear communication, policy guidance, and a seamless onboarding experience.
- Verify and process documentation in accordance with MICR (Michigan) and federal compliance standards, maintaining 100% accuracy and audit readiness.
Middle School Intervention Specialist
Cornerstone Schools-Madison Carver Academy
Detroit, MI
08.2022 - 08.2023
- Designed and implemented individualized development plans to enhance student performance and confidence, aligning growth goals with measurable outcomes.
- Monitored progress using qualitative and quantitative data, adapting strategies to drive continuous improvement and meet defined objectives.
- Provided one-on-one and group coaching to individuals facing social, emotional, and behavioral challenges, applying active listening, mediation, and problem-solving techniques applicable to HR coaching and employee relations.
- Partnered with parents, educators, and administrators to identify needs, recommend solutions, and support holistic development-strengthening collaboration and communication.
- Fostered a respectful and inclusive environment by addressing behavioral concerns in line with organizational policies and codes of conduct.
Special Education Paraprofessional
UNIVERSITY PREPARATORY ACADEMY
Detroit, MI
01.2021 - 08.2022
- Facilitated customized training sessions for individuals and small groups, tailoring content to varying skill levels and learning styles to enhance engagement and learning outcomes.
- Coached individuals on goal-setting and self-management strategies, fostering personal accountability and enhancing team collaboration.
- Partnered with leadership to implement targeted development and behavioral improvement plans, ensuring progress toward defined objectives.
- Aligned learning interventions with organizational goals and performance metrics by collaborating with cross-functional team members.
6th Grade Paraprofessional
WARRENDALE CHARTER ACADEMY
Detroit, MI
08.2019 - 01.2021
- Achieved measurable performance gains, reflected in improved NWEA assessment scores among previously underperforming learners.
- Developed and implemented targeted training materials to enhance skill development, aligning learning objectives with performance outcomes.
- Collaborated with stakeholders to analyze individual performance data, identifying strengths and growth areas to create tailored improvement strategies.
- Facilitated communication of goals, expectations, and progress updates to students and families, showcasing strong interpersonal and coaching skills.
- Observed and adopted best practices from colleagues to enhance instruction quality and team collaboration.
Tier 2 Technical Support Specialist
VERIZON WIRELESS
Chandler, AZ
02.2006 - 07.2011
- Assisted customers with various types of technical issues such as provisioning and diagnosing device or network issues via telephone.
- De-escalated problematic customer concerns transferred from customer service, maintaining calm, friendly demeanor.
- Managed customer system updates, keeping clients informed of installation progress and ensuring timely completion.
- Utilized automated systems to track and manage customer inquiries and service orders, ensuring resolution and completion.
- Informed senior leadership of product development issues discovered via technical support calls with customers.
- Educated customers on special pricing opportunities, enhancing their understanding of company offerings.
Education
Master of Arts - Counseling
University of Detroit-Mercy
Detroit, MI06-2028
BACHELOR OF ARTS - COMMUNICATIONS STUDIES
University of Detroit-Mercy
Mercy Detroit, MISkills
- Enrollment Specialist
- Client Relationship Building
- Community Outreach
- Customer Service Expertise
- Lead generation
- Data Entry Skills
- Documentation Management
- Deadline Management
- Organizational skills
- Telephone and email communication
- Professional phone etiquette
- Interpersonal communication
Languages
- English – Native
- Spanish – Intermediate (conversational)
- American Sign Language-Intermediate (conversational)
Timeline
Family Engagement Specialist (Enrollment)
Cornerstone Schools
08.2023 - Current
Middle School Intervention Specialist
Cornerstone Schools-Madison Carver Academy
08.2022 - 08.2023
Special Education Paraprofessional
UNIVERSITY PREPARATORY ACADEMY
01.2021 - 08.2022
6th Grade Paraprofessional
WARRENDALE CHARTER ACADEMY
08.2019 - 01.2021
Tier 2 Technical Support Specialist
VERIZON WIRELESS
02.2006 - 07.2011
Master of Arts - Counseling
University of Detroit-Mercy
BACHELOR OF ARTS - COMMUNICATIONS STUDIES
University of Detroit-Mercy