Bryan Lopez
New York
Summary
Operations specialist with 15 years of experience in banking and quality assurance. Expertise in implementing innovative programs that drive sales and improve staff performance. Strong focus on ensuring compliance with industry regulations and enhancing operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Member Experience / Operations Specialist
Municipal Credit Union
New York
07.2020 - 10.2025
- Compiled month-end reports analyzing member experience and sales performance across branches, informing strategic improvements.
- Executed quality assurance analysis on in-person interactions and internal contact center agents, enhancing service consistency.
- Coached agents and branch staff, focusing on enhancing daily operational performance.
- Managed network of over 150 ATM machines, ensuring adherence to daily operational standards.
- Coordinated with vendors to ensure service deadlines were consistently met, supporting operational reliability.
- Developed and implemented an audit rubric to assess branch operational soundness.
- Created and updated policies and procedures for retail branch operations.
- Collaborated with business analysts, product owners, and product managers to achieve project goals within set timeframes.
Member Experience / Operations Manager
New York University Federal Credit Union
New York
03.2019 - 07.2020
- Resolved operational issues and concerns promptly, ensuring consistent efficiency.
- Reviewed all new accounts for proper documentation and compliance with OFAC policies.
- Developed and maintained operational guidelines to support staff performance.
- Assisted in recruitment, training, performance evaluations, promotions, and terminations.
- Collaborated with CEO on operational challenges and promotional initiatives to align strategic goals.
- Evaluated current operational strategies and recommended improvements for better outcomes.
- Generated operational reports for management.
- Developed processes, systems, and procedures to improve efficiency and standardize best practices.
Assistant Branch Manager
New York Community Bank
New York
02.2018 - 03.2019
- Assisted customers with banking needs, facilitating account openings and effectively cross-selling products to enhance customer satisfaction.
- Managed customer service levels, aligning branch performance with bank-wide expectations to maintain high service standards.
- Monitored daily branch activity, analyzing comprehensive reports to ensure operational efficiency.
- Oversaw all branch operations, ensuring compliance with federal, state, and organizational policies.
- Collaborated with branch manager to develop and present staff development activities.
- Conducted regular operations, sales, and service meetings in accordance with bank standards.
- Reviewed security procedures, controlling access to the vault effectively.
- Prepared and delivered disciplinary warnings along with performance reviews.
Education
Bachelor of Science - Business Management
College of Staten Island
Staten Island, NYSkills
- Retail banking operations
- Branch management
- Policy development
- Reporting and compliance
- Recruiting and training
- Talent development and coaching
- Audit and risk management
- Controls and banking regulations
- Quality assurance testing
- Client relationship management
- Sales and process improvement
- Microsoft Office proficiency
- Smartsheet expertise
Websites
Certification
- Sales and CRM Overview - Salesforce
- Introduction to Scrum Master Training - LearnQuest
- Product Management: Foundations & Stakeholder Collaboration - SkillUp
- Reports, Dashboards, and Customer Success in Salesforce - Salesforce
- Scrum Master Certification: Scrum Methodologies - LearnQuest
Languages
Fluent in Spanish
Timeline
Member Experience / Operations Specialist
Municipal Credit Union
07.2020 - 10.2025
Member Experience / Operations Manager
New York University Federal Credit Union
03.2019 - 07.2020
Assistant Branch Manager
New York Community Bank
02.2018 - 03.2019
Bachelor of Science - Business Management
College of Staten Island