Carole Shannon

Compassionate and reliable personal support professional with more than 15 years of full-time, 24-hour in-home caregiving experience. Experienced in supporting individuals living with dementia and the effects of stroke, including assistance with daily routines, personal needs, mobility, meals, appointments, household tasks, safety, documentation, and emotional well-being. Recognized for patience, active listening, discretion, sound judgment, and remaining calm during changing or urgent situations.

Committed to promoting dignity, independence, privacy, comfort, and quality of life.

Family Caregiver — 24-Hour In-Home Care at Family (2009-10 – 2026-02)

• Provided long-term, 24-hour in-home care and support for parents, including individuals living with dementia and the effects of stroke.
• Assisted with daily routines, personal support needs, meals, mobility, appointments, household tasks, and maintaining a safe and comfortable home.
• Used patience, reassurance, active listening, and clear communication when supporting individuals experiencing memory loss, confusion, reduced mobility, or changing abilities.
• Encouraged independence and participation in daily activities while respecting each person’s dignity, preferences, privacy, and comfort.
• Observed changes in physical, emotional, and cognitive well-being and communicated concerns appropriately to family members and service providers.
• Coordinated appointments, schedules, medications or care routines, documentation, and urgent needs with discretion and reliability.
• Maintained accurate records and handled confidential personal and health-related information.
• Remained calm and organized while responding to changing needs, time-sensitive situations, and unexpected circumstances.
• Supported familiar routines and meaningful activities that promoted comfort, engagement, and quality of life.
• Worked independently while maintaining regular communication with family members, healthcare professionals, and community service providers.

Branch Ambassador at CIBC (2004 – 2009)

• Delivered courteous, professional service to customers in a busy branch environment and by telephone.
• Responded to account inquiries, verified information, resolved concerns, and explained next steps clearly.
• Processed deposits, withdrawals, transfers, bill payments, credit card payments, and cheques accurately.
• Prepared or supported money orders, certified cheques, and bank drafts, as applicable.
• Handled cash accurately and followed branch procedures supporting security and audit-ready operations.
• Used needs-based conversations to understand customer requirements and recommend appropriate products or services.
• Assisted customers with everyday banking, savings options, payment solutions, and digital banking.
• Supported customers with online and mobile banking services.
• Prioritized daily responsibilities while maintaining accuracy, professionalism, and a positive customer experience.
• Worked collaboratively with branch staff and internal partners to resolve issues and support customer needs.

Personal Banking Experience at CIBC (2003 – 2004)

• Assisted customers with personal banking inquiries, account services, transactions, and product information.
• Explained banking procedures and service options in a clear, respectful, and easy-to-understand manner.
• Identified customer needs and made appropriate product or service recommendations.
• Maintained confidentiality while handling personal, account, and financial information.
• Followed established policies and procedures to support accurate and secure banking operations.

Customer Service Associate at CIBC (2002 – 2003)

• Provided front-line customer service in person and by telephone.
• Processed routine banking transactions, including deposits, withdrawals, transfers, payments, and cheques.
• Verified customer information, addressed concerns, and referred complex matters when appropriate.
• Balanced accuracy, efficiency, and professionalism while serving a high volume of customers.
• Maintained positive working relationships with customers and coworkers.

Ontario Secondary School Diploma – Lively District Secondary School