Summary
Overview
Work History
Education
Skills
Languages
Volunteering at a therapeutic riding program for children with disabilities
Timeline
Generic

Carole Bracco

Edmonton,AB

Summary

Dynamic, enthusiastic, compassionate, fun and friendly life long library user as well as multilingual former public servant with a proven track record at Canada Revenue Agency for enhancing customer satisfaction through exceptional service, great listening, communication and problem-solving abilities. Expert in cultural awareness , I excel in fostering understanding and working to assist clients with their enquiries. Recognized for teamwork, adaptability, and continuous improvement, I am committed to excellence in communication and serving the public.

Overview

16
16
years of professional experience

Work History

Language Tutor for ESL, French and Spanish

Cyno
10.2022 - 04.2024
  • Expanded students'' vocabulary knowledge by introducing new words related specifically to their interests or career goals.
  • Served as a mentor and role model by exemplifying the importance of effective communication skills in both personal and professional contexts.
  • Utilized culturally relevant content to deepen students'' understanding of the target language''s society and customs.

Taxpayer Services Agent

Canada Revenue Agency
01.2012 - 03.2022
  • Served as a mentor for new hires, sharing knowledge and expertise to help them succeed in their roles.
  • Conducted thorough research into complex tax issues to provide accurate information and resolutions for taxpayers.
  • Received recognition from supervisors for consistent dedication to excellence in customer service and adherence to departmental performance standards.
  • Managed high volumes of inbound calls, consistently meeting performance targets while maintaining quality service standards.

Call Centre Agent for Flights and Vacation Pkgs

WestJet Airlines
09.2008 - 12.2011
  • Informed clients of policies and procedures.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.

Education

Master of Arts - French Language And Literature

University of Alberta
Edmonton, AB
11.1990

Bachelor of Arts - English Language And Literature

University of Alberta
Edmonton, AB
04.1985

Skills

  • Time Management
  • Teamwork and Collaboration
  • Attention to Detail
  • Dependable and Responsible
  • Reliability
  • Effective Communication
  • Adaptability and Flexibility
  • Multilingualism

Languages

English
Native or Bilingual
French
Full Professional
Spanish
Professional Working

Volunteering at a therapeutic riding program for children with disabilities

I assist in classes, leading the lesson horses or walking  alongside the horse to provide additional physical and emotional support to rider,s depending on their needs and challenges. I also bring years of experiences working with horses and help in the barn to bring in, groom and tack the horses. The joy and sense of accomplishment that our riders experience is one of the most heartwarming experiences I have had.

Timeline

Language Tutor for ESL, French and Spanish

Cyno
10.2022 - 04.2024

Taxpayer Services Agent

Canada Revenue Agency
01.2012 - 03.2022

Call Centre Agent for Flights and Vacation Pkgs

WestJet Airlines
09.2008 - 12.2011

Master of Arts - French Language And Literature

University of Alberta

Bachelor of Arts - English Language And Literature

University of Alberta
Carole Bracco