Summary
Overview
Work History
Education
Skills
Certification
LEADERSHIP HIGHLIGHTS
Timeline
Generic

NAILAH APRIL BROWN

Detroit

Summary

Strategic program leader with progressive experience improving housing systems, strengthening regulatory compliance, and optimizing operations across federally funded programs. Recognized for solving complex operational challenges, developing staff, improving workflows, and translating complex policies into practical solutions. Trusted to drive accountability, operational excellence, and client-centered outcomes through collaborative leadership.

Overview

1
1
Certification
17
17
years of professional experience

Work History

Coordinated Entry & Diversion Systems Coordinator

Wayne Metropolitan Community Action Agency
01.2025 - Current
  • Lead diversion operations supporting homelessness prevention through financial eligibility review, vendor coordination, purchase requisitions, funding compliance, and operational oversight.
  • Partner with Data leadership to strengthen HMIS, Business Objects, Salesforce, and reporting accuracy across diversion operations.
  • Design workflow improvements, automated tracking tools, and documentation standards that improve compliance and reduce recurring data quality issues.
  • Train and mentor staff while serving as a trusted resource for complex operational, compliance, and system questions.

Data Specialist

Wayne Metropolitan Community Action Agency
01.2024 - 01.2025
  • Managed HMIS data quality audits and supported HUD-aligned performance reporting, including APR and SPM reporting initiatives.
  • Analyzed HMIS and Business Objects reports to identify discrepancies, validate client status, and improve reporting accuracy.
  • Partnered with frontline staff to resolve data integrity issues, strengthen compliance, and improve documentation practices.

Coordinated Entry Specialist

Wayne Metropolitan Community Action Agency
01.2023 - 01.2024
  • Conducted Coordinated Entry assessments, diversion screening, and HMIS documentation while maintaining compliance with HUD and CoC standards.
  • Collaborated with shelters, outreach providers, and navigation partners to connect households with appropriate housing resources.

Customer Sales Manager / Supervisor

SYKES Enterprises
01.2010 - 01.2015
  • Earned promotion from Supervisor to Customer Sales Manager based on leadership performance.
  • Led, coached, and developed a team of 25 Apple Sales Advisors while providing real-time operational support and de-escalation coaching.
  • Delivered instructor-led onboarding and workforce development training that accelerated employee readiness and performance.

Education

Bachelor of Science - Psychology

Regent University

Associate of Science - Information Technology

University of Phoenix

Skills

  • Program Leadership
  • Process Improvement
  • Regulatory Compliance
  • Housing Systems
  • Data Governance
  • Staff Development
  • Cross-Functional Collaboration
  • Reporting & Analytics
  • Workflow Optimization
  • Training & Facilitation

Certification

Licensed REALTOR | State of Michigan

LEADERSHIP HIGHLIGHTS

  • Earned progressive promotions into leadership roles across Customer Operations, Coordinated Entry, Data, and Diversion through consistent performance and organizational trust.
  • Designed automated workflow and accountability tools that strengthened compliance and reduced recurring data quality errors.
  • Recognized by leadership for innovation, collaboration, and rapidly becoming a trusted subject matter expert.
  • Designed curriculum and facilitated technical training for Detroit Public Schools and new employee onboarding, strengthening staff capability and operational consistency.
  • Led, coached, and developed a team of 25 Apple Sales Advisors while serving as Customer Sales Manager.
  • Licensed REALTOR with residential housing, client advocacy, and contract experience.

Timeline

Coordinated Entry & Diversion Systems Coordinator

Wayne Metropolitan Community Action Agency
01.2025 - Current

Data Specialist

Wayne Metropolitan Community Action Agency
01.2024 - 01.2025

Coordinated Entry Specialist

Wayne Metropolitan Community Action Agency
01.2023 - 01.2024

Customer Sales Manager / Supervisor

SYKES Enterprises
01.2010 - 01.2015

Associate of Science - Information Technology

University of Phoenix

Bachelor of Science - Psychology

Regent University

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