Chimamanda Ibeneme

I'm supporting credit card and digital banking customers at Virgin Money, handling complex cases, fraud disputes, escalations, and sensitive credit information while following regulatory and data-protection requirements.

Previously, at Kind Consultancy, I managed inbound calls and live chat for credit card customers, coordinated follow-ups through proactive diary management, and took ownership of fraud-related cases through to resolution.

At Trends Franchise Limited, I led customer service during the “Expand your reach campaign,” closing complaints in an average of 10 hours for 1,600 daily customers and contributing to a 29.3% increase in retention. I've also improved queue wait times by 20%, managed 90+ daily calls, and maintained 5-star customer satisfaction while using HubSpot CRM.