Open to opportunities

Cheryl Locho

@cheryllocho

Customer support and client services leader with 9+ years managing enterprise accounts, escalations, and CRM-driven service delivery.

Kenya

Message

What I'm looking for

I want to keep driving customer success through proactive account support, crisp CRM-based service delivery, and fast resolution of escalations—partnering cross-functionally to improve processes and protect customer satisfaction.

I’m a customer-facing client services professional with 9+ years of experience managing high-volume interactions, appointment/service coordination, and end-to-end account support across BFSI, fintech, and telecom in African markets. I’m known for multi-channel client engagement (phone, email, chat), tight CRM/help-desk hygiene using Salesforce and HubSpot, and handling escalations—especially billing, service, and complaint issues—within defined SOPs.

In my most recent role as an Enterprise Account Manager, I serve as the primary point of contact for enterprise BFSI clients, coordinate cross-functional resolution for escalations and renewals, and keep accurate activity logs and follow-ups in CRM. I achieved 119% of my annual target in 2024, was named to the CEO’s Club, and managed a complex, multi-stakeholder relationship through closure of a USD 2.3 million engagement in 2025—while maintaining customer satisfaction scores above 90% throughout. Earlier, I led sales operations and CRM processes, and I also grew recurring client revenue by over USD 4,000 monthly through proactive account support and relationship management.

Experience

Work history, roles, and key accomplishments

Enterprise Account Manager

Azentio

Jun 2024 - Jun 2026 (2 years)

Served as primary point of contact for enterprise BFSI clients, managing day-to-day account needs, service requests, and relationship coordination. Coordinated cross-functional resolution of client escalations and renewal requests while maintaining accurate CRM records and activity logs.

Account Management BFSI Escalation Handling Contract Management Renewals CRM Data Management Salesforce HubSpot Data Hygiene Reporting Customer Relationship Management

Sales Operations Manager

Kwara

Feb 2024 - May 2024 (3 months)

Directed sales operations, overseeing CRM/pipeline reporting, commercial standards, and cross-functional service projects.

Sales Operations CRM Reporting Pipeline Management Cross Functional Collaboration Process Improvement

Sales Operations

Kwara

Jul 2023 - Jan 2024 (6 months)

Owned HubSpot CRM hygiene, ticket and task tracking, and commercial reporting to keep client and account data accurate. Coordinated contract initiation and renewal processes and led system/process controls to improve service effectiveness.

CRM Hygiene CRM Data Management Commercial Reporting Contract Renewal Process Control training coordination

Account Executive

Kwara

Jan 2022 - Jun 2023 (1 year 5 months)

Managed a portfolio of client accounts end-to-end, handling inquiries, service needs, and relationship follow-up via phone and email. Delivered client-facing presentations, negotiated terms, resolved account issues, and monitored service and satisfaction trends.

Account Management Client Inquiries And Presentations Negotiation Follow up CRM

Sales Development Representative (SDR)

Kwara

Jan 2020 - Dec 2021 (1 year 11 months)

Handled high-volume outbound and inbound client contact via phone and email, qualifying inquiries and coordinating handoffs to the account team. Maintained accurate CRM records and collaborated cross-functionally on follow-up and engagement processes.

Lead Qualification CRM Data Management Cross Functional Collaboration

Account Management & Customer Support

Fintech Kenya Limited

Aug 2017 - Dec 2019 (2 years 4 months)

Delivered day-to-day account management and customer support for digital payments and settlement clients across African markets. Resolved client inquiries and account issues, handled contract/commercial negotiations, and responded to tenders, RFQs, and RFIs while maintaining customer satisfaction above 90%.

Customer Support Account Management Digital Payments Client Inquiries Commercial Negotiation Service Recovery Customer Satisfaction Relationship Management

Account Manager

Wananchi Group

Nov 2015 - Jul 2017 (1 year 8 months)

Managed the full customer lifecycle for home and business connectivity/entertainment services, including inquiry, needs assessment, scheduling, demo, quotation, and closure. Led a telesales team of three and introduced outbound calling initiatives to improve lead conversion and follow-up.

Account Management Customer Lifecycle Management Needs Assessment Appointment Scheduling Quotation Management Telesales Team Leadership Outbound Calling Lead Conversion

Project Coordinator

AccessKenya Group Limited

Mar 2015 - Oct 2015 (7 months)

Coordinated installation scheduling and project logistics for connectivity and cloud solution clients, managing appointments and timelines to support on-target delivery. Streamlined CRM-based reporting processes and produced weekly, monthly, and quarterly performance reports.

Project Logistics Appointment Management CRM Reporting performance reporting Connectivity Solutions Cloud Solutions