Celene Hill
Council Bluffs,IA
Summary
Dynamic professional specializing in Risk Management, Governance, and Internal Controls, driving growth and efficiency through strategic audit processes and compliance oversight. Adept at fostering collaboration across departments and programs to enhance organizational effectiveness.
Overview
8
8
years of professional experience
Work History
Internal Compliance Auditor
North End Teleservices
04.2024 - Current
- Develop audit processes and supplementary materials to ensure comprehensive audits and high-quality results.
- Facilitate internal government compliance regulations and provide guidance to internal auditors.
- Lead cross-functional audit result meetings, both in-person and virtually, to drive actionable insights.
- Manage internal compliance requests and implement audit processes to enhance reporting accuracy.
- Conduct internal investigations based on audit findings and deliver reports to Compliance Supervisor.
- Mitigate liability risks and analyze potential risks to ensure compliance and prevent revenue loss.
- Review and update internal audits based on scope and objectives to maintain compliance standards.
- Update job knowledge through participation in training programs to enhance auditing procedures.
Team Leader
Northend Teleservices
07.2023 - Current
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Devised and implemented processes and procedures to streamline operations.
- Collected, arranged, and input information into database system.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Customer Service Representative
North End Teleservices
09.2021 - 07.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
SERVICE REPRESENTATIVE
NELNET
09.2016 - 08.2021
- Inbound Call center, Customer Service, Handle Credit Card Information, Provide accurate Loan information
- Met customer call guidelines for service levels, handle time and productivity.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
Education
High School Diploma -
OMAHA NORTH HIGH MAGNET
05.2013
Skills
- Skilled in audit management, planning, organizing, and effective communication
- Committed to maintaining confidentiality and professionalism in all HR-related matters
- Audit Planning
- Internal Controls
- Detail-oriented with strong adaptability in communication
- Advanced proficiency in Microsoft Office Suite 365 (PowerPoint, Excel, Word, Outlook)
- Strong oral and written communication skills, including factual reporting and data analysis
- Ability to collaborate across departments and foster teamwork
- Capable of working independently with minimal supervision
- Compliance Monitoring
- Internal Auditing
Timeline
Internal Compliance Auditor
North End Teleservices
04.2024 - Current
Team Leader
Northend Teleservices
07.2023 - Current
Customer Service Representative
North End Teleservices
09.2021 - 07.2023
SERVICE REPRESENTATIVE
NELNET
09.2016 - 08.2021
High School Diploma -
OMAHA NORTH HIGH MAGNET
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