Jessica Dupuis

I've spent over eight years at Citibank resolving complex, sensitive, and high-risk customer accounts across phone and chat channels. I negotiate tailored payment solutions and hardship programs while meeting strict productivity, resolution, and compliance metrics.

At Citi, I investigated account discrepancies, transaction histories, and payment concerns to identify risks and ensure policy compliance. As a Subject Matter Expert, I also trained and coached staff to align call-handling quality and supported operational improvements through leadership round tables.

My background also includes supervising service quality at Baggins and providing crisis intervention and care coordination as a Certified Recovery Support Specialist. I'm actively seeking a long-term, permanent professional role.