Gloria Neno
Nairobi
Summary
Data-driven professional skilled in SQL, Power BI, Python (Pandas, Seaborn), spreadsheet analytics, and AWS cloud concepts. Trained in data handling, visualization, storytelling, agile collaboration, and delivering clear, impactful reporting and actionable business insights. Backed by 4+ years in customer relations and sales, bringing strong stakeholder communication, problem-solving, and business understanding to support cross-functional teams and organizational growth.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Relations Manager
Wadi Degla Clubs Africa
02.2022 - 07.2024
- Built and nurtured strong business and customer relationships, contributing to sustained client loyalty and satisfaction.
- Generated over $480,000 in sales revenue and secured 100+ new clients through strategic outreach and relationship management.
- Developed and implemented targeted sales strategies and lead generation initiatives, expanding the customer base and driving revenue growth.
- Performed detailed cost-benefit analyses for prospective clients, supporting informed decision-making and increasing conversion rates.
- Applied upselling, cross-selling, and conflict resolution techniques to maximize revenue opportunities while preserving the company’s reputation for excellence.
Call Center Representative
Nairobi Easy Fit Gym
03.2021 - 12.2021
- Handled high volumes of inbound and outbound calls, delivering prompt, courteous, and solution-oriented customer service.
- Managed and updated a database of 4,000+ members, ensuring accurate documentation of customer interactions and service requests.
- Identified upselling opportunities during customer interactions, contributing to increased product and service revenue.
- Collected, tracked, and analyzed customer feedback to provide actionable insights, supporting initiatives to improve service quality and customer satisfaction.
Education
Post-Graduate Certificate - Data Science
Explore AI Academy
Cape Town, South Africa05-2025
Bachelor of Arts - Urban Planning
University of Nairobi
Nairobi, Kenya09-2019
Skills
- SQL (Data Querying and Management)
- Google Sheets & Microsoft Excel (Advanced Functions, Pivot Tables)
- Power BI (Data Modeling, Report Creation, Dashboards)
- Python (Pandas, NumPy, Seaborn, Matplotlib – Statistical Analysis & Visualization)
- Data Cleaning & Preparation
- Exploratory Data Analysis (EDA)
- Data Visualization and Reporting
- AWS Cloud Concepts (Foundational Knowledge)
- Google Workspace (Docs, Sheets, Slides, Drive, Forms)
- Conversant with Generative AI Tools (Prompting, Workflow Optimization)
- Agile Methodologies
- Data Storytelling and Insight Communication
- Problem Solving and Critical Thinking
- Stakeholder Collaboration
- Strategic Thinking
- Relationship Management
- Report Writing and Presentation
- Cross-functional Team Collaboration
Certification
Tata Group Data Visualization: Empowering Business with Effective Insights Job Simulation on Forage - April 2025
Tools used: Power BI, Google Sheets
- Conducted end-to-end analysis on a 50,000+ row retail dataset using Power BI, focusing on revenue trends, customer segmentation, and market expansion opportunities.
- Cleaned and transformed raw data using Power Query, applying advanced filtering and handling missing/error values for accurate analysis.
- Built dynamic dashboards with TopN filtering, line charts, bar graphs, and geographic map visuals, delivering actionable insights.
- Presented executive-level findings and recommendations through a 5-minute video briefing to C-suite stakeholders.
Quantium Data Analytics Job Simulation — Forage April 2025
Tools used : Python, Jupyter Notebook
- Conducted exploratory data analysis (EDA) on retail transaction data, identifying key patterns in customer behavior and sales performance.
- Utilized Python libraries (Pandas, NumPy, Matplotlib) for basic data manipulation and visualization, enhancing my understanding of data processing workflows.
- Applied statistical techniques like Pearson correlation and T-tests to assess relationships between sales performance and customer engagement across trial and control stores.
- Developed a Python function to automate analysis across stores, demonstrating foundational skills in coding and data pipeline efficiency.
Tools Used: SQL (via Jupyter Notebook), MySQL
- Analyzed sales and customer data from a relational database to uncover key trends and insights for decision-makers.
- Developed complex SQL queries (JOINs, GROUP BY, aggregation functions) to calculate total sales per genre and customer, supporting targeted marketing efforts.
- Cleaned and transformed data to evaluate performance across genres, tracks, and artists, extracting actionable insights for business optimization.
Timeline
Customer Relations Manager
Wadi Degla Clubs Africa
02.2022 - 07.2024
Call Center Representative
Nairobi Easy Fit Gym
03.2021 - 12.2021
Post-Graduate Certificate - Data Science
Explore AI Academy
Bachelor of Arts - Urban Planning
University of Nairobi
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