Lovely Joy Gonzales
Bulacan,Philippines
Summary
Dedicated and analytical professional with over 10 years of experience in customer support, dispute resolution, and client relations. Proven ability to resolve escalated inquiries, investigate complex transactions,and maintain high standards of customer satisfaction. Skilled in utilizing banking systems and demonstratingexcellent written and verbal communication. Eager to leverage expertise in a fast-paced, customer-first remotechat support role to enhance client experience and operational efficiency.
Overview
17
17
years of professional experience
Work History
Compliance and Remediation Analyst
Citigroup
BGC, Taguig City, Philippines
08.2015 - 03.2026
- Compliance/Remediation Analyst - I work with the internal departments to resolve issues using bank procedures and ensure our documentation stays up to date
- Client Relations Officer (Escalations Supervisor) - I resolve high-level escalations involving fraud and billing that need specialized technical knowledge
- Disputes Specialty Officer/Investigation Associate (Inbound Calls and Chat
Support) - I’m the main contact for fraud or non-fraud investigations and tracking disputed payments - Customer Service Associate - I handle all types of banking questions while making sure we stay compliant with regulations, with at least 50 - 60 calls / day
Customer Service Representative
Sutherland Global Services
BGC, Taguig City, Philippines
10.2012 - 04.2015
- Customer Service Associate - I help customers navigate PayPal products and resolve issues like disputes, chargebacks, and protection claims while following company policies, handling 50 - 60 calls / day.
- Dispute Officer - I manage the dispute process between financial institutions and merchants to ensure successful fund recovery.
- PayPal Ambassador/SME - I provide real-time guidance to Tier 1 experts on high-level PayPal disputes and account service queries.
Sales and Retention Specialist
Aegis People Support
Ortigas Ave, Pasig, Philippines
08.2011 - 08.2012
- I save customers who want to cancel by finding them better solutions and fixing their issues so they stay with us, with 50% - 75% save rate.
Assistant Trainer/Quality Assurance Specialist
iTouchPoint Softech Pvt. Ltd.
Eastwood City, Libis, Philippines
10.2008 - 08.2010
- 411 Directory Assistance Operator - I book appointments for Sears Portrait Studio using scheduling software to keep the studio running smoothly.
- Assistant Trainer/Quality Assurance Specialist - I perform quality assurance by monitoring calls for compliance and analyzing performance metrics like AHT and FCR.
Education
Bachelor of Science - Secondary Education
Bulacan State University
Malolos, BUL01-2008
Skills
- Analytical mindset
- Microsoft Excel
- Compliance oversight
- Problem solving
- Dispute resolution
- Regulatory compliance
- Excellent written and verbal communication
- Customer Service
- Performer in a fast-paced environment
- Strong work ethic
Timeline
Compliance and Remediation Analyst
Citigroup
08.2015 - 03.2026
Customer Service Representative
Sutherland Global Services
10.2012 - 04.2015
Sales and Retention Specialist
Aegis People Support
08.2011 - 08.2012
Assistant Trainer/Quality Assurance Specialist
iTouchPoint Softech Pvt. Ltd.
10.2008 - 08.2010
Bachelor of Science - Secondary Education
Bulacan State University