Open to opportunities

LJ Gonzales

@ljgonzales

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I’m a compliance and dispute resolution professional who resolves escalations in banking with customer advocacy.

Philippines

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What I'm looking for

I’m looking for a role where I can lead compliance oversight and complex escalations in banking/fintech—investigating disputes and fraud, reducing risk, and improving customer outcomes through disciplined processes, strong communication, and measurable quality.

I’m a dedicated compliance and remediation professional with over 10 years of experience in customer support, dispute resolution, compliance oversight, and client relations in banking and financial services. I resolve highly escalated inquiries by investigating complex transactions, mitigating risk, and ensuring strict adherence to relevant policies and procedures while maintaining exceptionally high customer satisfaction.

In my most recent role, I spearheaded high-level escalations involving complex financial fraud and billing issues, served as the primary point of contact for fraud and non-fraud inquiries, and handled a high volume of 50+ banking inquiries daily. I also bring quality-focused experience from quality assurance monitoring (AHT/FCR) and a background in technical support and dispute management through PayPal and global financial institutions—always pairing an analytical mindset with clear, effective communication.

Experience

Work history, roles, and key accomplishments

Compliance Escalations Supervisor

Citigroup

Aug 2015 - Mar 2026 (10 years 7 months)

Resolved complex compliance gaps by partnering with internal teams to ensure adherence to relevant policies and procedures while meeting SLAs. Led escalations for complex financial fraud and billing issues, serving as a primary point of contact for fraud and non-fraud disputes and managing 50+ banking inquiries daily.

Regulatory Compliance Compliance Oversight Dispute Resolution Fraud Investigation Risk Mitigation Escalations Management SLA Management Customer Support Excel Outlook

Dispute Management & Technical Support

Sutherland Global Services

Oct 2012 - Apr 2015 (2 years 6 months)

Handled 50–60 daily customer inquiries, assisting clients with PayPal product navigation and resolving complex account issues under pressure. Oversaw the dispute cycle between global financial institutions and merchants to drive successful fund recovery and claim resolutions, and served as a Subject Matter Expert supporting Tier 1 teams with coaching and escalation support.

Customer Support Technical Support PayPal Product Navigation Dispute Management Asset Recovery Claims Resolution Escalation Support Subject Matter Expertise Cross Functional Collaboration

Customer Retention Specialist

Aegis People Support

Aug 2011 - Aug 2012 (1 year)

Retained customers requesting service cancellation by diagnosing root-cause issues and providing personalized alternative solutions. Achieved a 50%–75% save rate through effective engagement and service recovery.

Customer Retention Service Cancellation Prevention Root Cause Analysis Service Recovery Customer Service Problem Solving Alternatives Communication Skills Performance Metrics

QA and Scheduling Operator

ITouchPoint Softech Pvt. Ltd.

Oct 2008 - Aug 2010 (1 year 10 months)

Performed quality assurance monitoring across high-volume communication channels to verify regulatory compliance and analyze KPIs including AHT and FCR. Worked as a 411 directory assistance operator, coordinating high-volume appointment bookings for Sears Portrait Studio using scheduling software to maximize operational capacity.

Quality Assurance Performance Analysis Directory Assistance Scheduling coordination Appointment Scheduling Operational Efficiency