FLORENCE N AFERI
Summary
Personable Enrollment Specialist with talents in customer service. Easily adapts to changing assignments and multiple priorities. Excellent telephone and email skills. Consistently remains calm in stressful circumstances.
Overview
18
18
years of professional experience
Work History
Enrollment Specialist
Cornerstone Charter Schools
Detroit, MI
08.2023 - Current
- Handling new enrollments by entering customers' data and reviewing information.
- Preparing statistical reports for management review concerning enrollment trends, absenteeism and attendance.
- Answering incoming calls from prospective parents seeking admissions information and helping parents navigate the enrollment process seamlessly.
- Verifying all required documentation prior to enrolling a student in school, utilizing MICR (Michigan Care Improvement Registry).
- Worked with cross-functional teams to achieve goals.
- Recognized by management for providing exceptional customer service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Middle School Intervention Specialist
Madison Carver Academy
Detroit, MI
08.2022 - 08.2023
- Developed and maintained individualized skill-appropriate lesson plans to promote and build student confidence.
- Engaged parents and guardians in discussions about their child's needs and how best to support them academically and emotionally.
- Provided individual and small group counseling to students with social, emotional, and behavioral needs.
- Conducted small group and individual classroom activities with students based on differentiated learning needs.
- Led students on field trips to enhance educational programs.
- Solved student behavioral issues according to building expectations and codes of conduct.
- Incorporated interactive visual aids into student lesson plans to support learning objectives.
- Monitored student progress and adjusted interventions accordingly.
Special Education Paraprofessional
University Preparatory Academy
Detroit, MI
01.2021 - 08.2022
- Customized small group and individual classroom activities based on differentiated learning needs.
- Supported students in developing strategies for individual and group learning.
- Delivered instruction individually and in small groups with support from lead teacher.
- Met one-on-one with autism students and implemented targeted behavioral plans.
6th Grade Paraprofessional
Warrendale Charter Academy
Detroit, MI
08.2019 - 01.2021
- Created lesson plan materials for Math and English Language Arts with a specific focus on mastering constructed written response techniques.
- Met with parents to share perspectives on students’ strengths and weaknesses.
- Observed fellow teaching professionals, gathering valuable techniques to use in the classroom.
- Communicated objectives for all lessons, units and projects to students and parents in a clear and effective manner.
- Record of improved test NWEA test scores for students who were performing below grade level.
Retention Customer Account Executive
Comcast Cable
Sterling Heights, MI
09.2012 - 10.2013
- Delivered fast, knowledgeable service to maintain loyalty and deepen customer relationships.
- Persuaded customers to take advantage of Comcast offerings by utilizing professional telephone skills and extensive knowledge of the Cable industry.
- Prevented customers from ending or downgrading services by leveraging knowledge of company services, familiarity with industry competitors and persuasive communication style.
- Overcame customer objections utilizing consultative approach and established scripted responses.
Loan Closing Specialist
Title Source
Troy, MI
03.2011 - 08.2011
- Maintained loan closing pipeline and coordinated funding with county partners.
- Compiled documentation to check for completeness, accuracy and legibility of data entry for new credit facilities and existing loan modifications.
- Conducted audit of loan documentation for verification of loan funding.
- Reviewed attorney prepared documents and construction loan documents.
- Assembled credit file for review by post-closing review team.
- Examined and verified information in loan application and closing documents.
Tier 2 Technical Support Specialist
Verizon Wireless
Chandler, Az & Southfield, MI
02.2006 - 07.2011
- Managed customer system updates, informing clients of all installation progress stages.
- Informed senior leadership of product development issues discovered via technical support calls with customers.
- Utilized automated systems to manage and track customer inquiries through to completion.
- Input customer service orders and tracked orders through to completion.
- 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.
- Educated customers on special pricing opportunities and company offerings.
Education
Bachelor of Arts - Communications Studies
University of Detroit-Mercy
Skills
- Excellent Phone Demeanor
- Telephone and Email Skills
- Strong Organization
- Client Relationship Building
- Interpersonal Relations
- Data Entry Skills
- Deadline Management
- Documentation Management
- Sales Experience
- Customer Service Expertise
Languages
ASL
Limited
Spanish
Limited
Timeline
Enrollment Specialist
Cornerstone Charter Schools
08.2023 - Current
Middle School Intervention Specialist
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
Retention Customer Account Executive
Comcast Cable
09.2012 - 10.2013
Loan Closing Specialist
Title Source
03.2011 - 08.2011
Tier 2 Technical Support Specialist
Verizon Wireless
02.2006 - 07.2011
Bachelor of Arts - Communications Studies
University of Detroit-Mercy
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