Brandon Alakozai
Elk Grove
Summary
Detail-oriented customer service and support professional with exceptional communication skills, a typing speed of 76 WPM, and strong expertise in CRM systems. Adept at efficiently connecting customers with the right products and services while ensuring accuracy and professionalism. Possesses a keen eye for detail, the ability to work independently, and a proven track record of navigating complex computer systems seamlessly. Reliable, punctual, and committed to delivering top-tier work.
Overview
9
9
years of professional experience
Work History
Direct Loan Processor
Golden 1 Credit Union
01.2025 - Current
- Review loan applications and documents, evaluate clients' credit histories, and ensure all necessary documentation is complete for loan finalization
- Serve as an intermediary between clients and the credit union, facilitating the loan approval process while managing a high volume of inbound and outbound loan-related calls
- Conduct member interviews, perform financial calculations and analysis on Proof of Income, and gather information to satisfy loan conditions to determine suitability for loan funding
- Prepare loan documents, send them to members for signing, and process approved loans for disbursement
- Audit various operational documents, including executed loan documents and reports, to ensure procedural compliance, accuracy, and authenticity
- Ensure compliance with financial regulations and local laws, including the Truth in Lending Act (TILA), Bank Secrecy Act (BSA), and antimoney laundering (AML) laws
- Maintain a thorough understanding of state and federal regulations related to credit union compliance, as well as Golden 1 lending policies and procedures
- Identify and mitigate potential fraud, suspicious activity, and identity theft
- Conduct supportive tasks such as email correspondence, responding to TEAM chat queries, performing consumer loan fulfillment audits, and assisting with escalated calls and branch emails
- Utilize strong self-management and time management skills to work independently while efficiently handling multiple loan applications
- Create and manage spreadsheets in Excel to organize, transpose, and reference client data
Technical Support Specialist (Contract)
CrossLink Professional Tax Solutions
11.2024 - 01.2025
- Applied strong technical skills to troubleshoot and resolve complex issues related to remote desktop setup, network configurations, and software installations
- Provided clear and concise communication of technical information to customers, ensuring understanding and satisfaction
- Managed and tracked customer service requests through Jira Service Desk, ensuring prompt follow-up and resolution
- Delivered remote assistance via ScreenConnect, guiding users through troubleshooting steps for hardware and software problems
- Resolved customer issues by utilizing professional judgment, escalating concerns to appropriate personnel or management when necessary, ensuring timely and efficient resolution
- Diagnosed and resolved network, printer, and system errors, improving overall user experience and minimizing downtime
- Assisted in the setup and configuration of network devices, ensuring smooth integration into customer environments
- Handled and protected Personally Identifiable Information (PII) in compliance with company policies and data privacy regulations, ensuring confidentiality and security
Customer Service Specialist
Macy's
09.2023 - 12.2024
- Assist customers using devices for shopping, ensuring seamless digital and physical experiences
- Handle returns professionally, minimizing customer dissatisfaction and optimizing stock management
- Knowledgeable in POS procedures, proficient in transactions, enhancing checkout efficiency
- Answered incoming customer inquiries regarding product and service information
- Maintain organized Online Order Pickup area, ensuring smooth customer pick-up process
- Promote store products and services, driving sales and reducing return rates
- Mentor new team members, facilitate smooth operations during peak hours, and contribute to a positive work environment
- Prioritize customer needs and preferences
- Provided assistance to customers in navigating website, placing orders, and resolving complaints
Loan Operations Representative
MUFG Financial Group
03.2019 - 10.2020
- Provide guidance and assistance to the lending offices to resolve discrepancies
- Settle accrual discrepancies between the Banks records and the tasked agent
- Perform multiple tasks to service a diverse group of borrowers
- Perform steps to certify the Bank's general ledger to the loan accounting system
- Analyze and monitor exception reports to avoid unnecessary bank exposure
Financial Crime Specialist II/Account Support
Wells Fargo
10.2017 - 11.2018
- Using a wide variety of system tools to multitask, created the best possible customer experience from start to finish
- Took ownership of customer concerns by creating claims for disputed transactions on consumer and business accounts
- Investigated claims created for fraudulent transactions and resolving disputes with merchants on behalf of customers
- Ensured quality and accuracy by reviewing documents related to chargebacks and disputed charges on accounts and placing outbound calls to merchants to obtain information related to such charges
- Effectively communicated directly with in-store branch managers, bankers, customers, and merchants to resolve matters in a timely manner while meeting daily, weekly, and monthly metrics to meet performance requirements
Customer Service Support and Account Specialist
PayPal
10.2016 - 10.2017
- Took 70+ inbound calls daily from customers in the United States, Canada, and Mexico
- Assessed customer needs and provided solutions based on proper verbal and data analysis
- Reviewed documents related to chargebacks and disputed charges on accounts and placed outbound calls to merchants to obtain information related to such charges
- Routinely addressed customer concerns by troubleshooting accounts, and payment denials due to risk models
Teller/Member Service Representative
Cash1 Loans
03.2016 - 10.2016
- Placed outbound collection calls to customers who had defaulted on loans
- Worked a till of $10,000 daily, with balancing at end of shift
- Verified and cashed checks
Education
Finance -
Kaplan University
Remote, CA11.2024
Skills
- MS Office and Google Suite
- LAN
- Remote Desktop
- CRM Software
- Customer Retention
- Quality Assurance
- Product Knowledge
- Team Collaboration
- Problem Solving
- PII
Timeline
Direct Loan Processor
Golden 1 Credit Union
01.2025 - Current
Technical Support Specialist (Contract)
CrossLink Professional Tax Solutions
11.2024 - 01.2025
Customer Service Specialist
Macy's
09.2023 - 12.2024
Loan Operations Representative
MUFG Financial Group
03.2019 - 10.2020
Financial Crime Specialist II/Account Support
Wells Fargo
10.2017 - 11.2018
Customer Service Support and Account Specialist
PayPal
10.2016 - 10.2017
Teller/Member Service Representative
Cash1 Loans
03.2016 - 10.2016
Finance -
Kaplan University
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