Customer Service & Accessibility Expert Resume

AFSHAN IRFAN

Milton, Ontario 647-***-**** *************@*****.***

PROFESSIONAL PROFILE

Service-oriented professional with a diverse background in education, public service, and digital accessibility. Over 8 years of experience ranging from early childhood education to senior-level user experience design. Expert in AODA compliance, community engagement, and instructional support. Proven ability to deliver age-appropriate programming for children while managing complex information systems for adults. CORE SKILLS

● Education & Programming: Experienced in lesson planning, storytelling, and delivering engaging activities for children and students.

● Public Service & Communication: Skilled in translating complex information for diverse audiences, from kindergarteners to corporate stakeholders.

● Technology & Digital Literacy: Expert in troubleshooting software and teaching others how to use digital tools, apps, and search interfaces (OPAC).

● Accessibility & Organization: Deep understanding of AODA standards and Information Architecture to ensure inclusive access to resources. PROFESSIONAL EXPERIENCE

Senior Product Designer / UX Consultant McKie Consultants, Toronto Oct 2022 – Present

● Accessibility Leadership: Led initiatives to ensure all platforms met AODA and WCAG 2.1 standards, ensuring inclusive access for users with disabilities.

● Project Management: Assumed "In-Charge" responsibilities for project lifecycles, coordinating between different teams to meet public-facing deadlines.

● Information Design: Organized large-scale digital libraries and resource databases to improve findability and user navigation.

UX/UI & Graphic Designer Reactree & Various Firms, Toronto/International 2019 – 2022

● User Support: Designed intuitive interfaces for healthcare and retail, focusing on simplifying the "user journey"skills directly applicable to helping patrons navigate library circulation.

● Promotional Design: Created high-impact visual assets and newsletters using Adobe Creative Suite, suitable for library displays and community outreach. Kindergarten Teacher Montessori Complex high school, Pakistan 2014 – 2016

● Program Delivery: Planned and delivered daily educational activities and story sessions for young children, fostering a love for reading and learning.

● Public Interaction: Acted as the primary point of contact for parents, providing introduction to school policies and student progress.

● Group Management: Led classroom tours and organized school events, demonstrating the ability to manage large groups and conduct "book talks" or workshops.

● Resource Coordination: Managed classroom materials and organized small-scale reading collections for students.

EDUCATION

● Google UX Design & Research Certificates Coursera (2021 – 2023)

● Graphic Art Specialist Diploma CDI College, Mississauga (2019) TECHNICAL SKILLS

● Software: Adobe Creative Suite (Expert), Microsoft Office 365, Figma, Jira.

● Public Service: Storytelling, Lesson Planning, Workshop Facilitation, AODA Compliance.

● Systems: Skilled in digital literacy instruction and troubleshooting mobile/web applications.

ADDITIONAL INFORMATION

● Status: Canadian Citizen.

● Availability: Fully available for assigned schedules, including evenings and weekends as required by the Milton Public Library schedule.

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