Carole Worthy
@caroleworthy
I improve financial-service operations through data, controls, documentation, and process analysis.
United StatesWhat I'm looking for
I've improved service operations at Marine Federal Credit Union by analyzing workflow gaps, call center performance, staffing patterns, vendor requirements, and compliance exposure. As Service Operations Manager, I review loan servicing activity, clarify exception resolution, and recommend practical cross-functional fixes.
Across MIC leadership and financial services roles, I've monitored KPIs including handle time, first-call resolution, quality scores, abandonment rates, and service levels. I create procedures and training resources that support accuracy, audit readiness, and consistent service delivery using Excel reporting, Power BI report review, Jira, and contact-center platforms.
Experience
Work history, roles, and key accomplishments
Service Operations Manager
Marine Federal Credit Union
Jan 2023 - Aug 2026 (3 years 7 months)
Improved service consistency by analyzing workflow gaps, resource needs, and customer experience friction points. Elevated loan servicing accuracy and advanced audit readiness by collaborating with compliance and audit stakeholders.
Education
Degrees, certifications, and relevant coursework
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