Carla Pinto

Experience

• 

  AIESEC

  Jan 2014 - Jun 2014

  Project Manager
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  Millenium Bim

  May 2014 - Jun 2014

  Intern- Human Resources
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  Millennium bim

  Jun 2014 - Jan 2016

  HR Assistant

  • Responsible for all the recruitment procedures (Advertising; CV trial; Psychological Evaluation, Group Dynamics; Interviews Based on Competencies; Final Report).• Development of a Profile-Based recruitment model based on the bank key-areas.• Organization and Preparation of Team Buildings.• Management and Creation of Retention Programs.• Active participation in new recruitment politics/flow.

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  AIESEC

  Jan 2015 - Jun 2016

  • Sales Meeting Experience with NGO’s and Companies.• Organization and Preparation of Team Meetings, Team Days e Team Buildings.• Sales and Time Management trainer.• Seminars and Conferences facilitator.• Recruitment based on competencies. Recruitment & Selection

  • National Talent Manager

    Jan 2016 - Jun 2016

  • Vice-President - Talent Management

    Jan 2015 - Dec 2015
• 

  Vodacom Mozambique

  Feb 2016 - Dec 2020

  Key Areas of Responsibility:1. Mass Segment marketing strategy and plan:• Identify customer and commercial opportunities through rich insights• Understand the, market, competitors and segment opportunities• Define simple and differentiating segment branded claims and propose activities, propositions and customer experience developments to substantiate these• Define a Segment Marketing plan/roadmap and secure resources to deliver as per the Vodafone way of marketing.• Engage with Group and other Vodafone markets to identify potential new differentiated propositions for development2. Deliver and improve segment performance/ P&L:• Track & report on segment performance, proposing improvement initiatives to deliver P&L as per plan;• Improve sales and operational execution;• Deliver all segment KPIs like ARPU, NPS, Consideration, etc;3. Keep focus on Digital Marketing and Customer Experience Excellence:• Prioritise customer experience initiatives across all segments to improve NPS;4. Lead cross-functional segment teams:• Lead teams from all functions to deliver segment plans and improvement initiatives. Show less Key Areas of Responsibility:Responsible for drafting the Segment Strategy for the next two years,• Identify customer and commercial opportunities through rich insights, and create products and services to met the Customer's needs,• Define simple and differentiating segment branded claims and propose activities, propositions and customer experience developments to substantiate these• Define a Segment Marketing plan/roadmap and secure resources to deliver as per the Vodafone way of marketing.• Engage with Group and other Vodafone markets to identify potential new differentiated propositions for development2. Deliver and improve segment performance/ P&L:• Track & report on segment performance, proposing improvement initiatives to deliver P&L as per plan;• Improve sales and operational execution;• Deliver all segment KPIs like ARPU, NPS, Consideration, etc;3. Keep focus on Digital Marketing and Customer Experience Excellence:• Prioritise customer experience initiatives across all segments to improve NPS;4. Lead cross-functional segment teams:• Lead teams from all functions to deliver segment plans and improvement initiatives. Show less Demonstrate the company’s values and develop new ways of working where appropriate to maximise business impact through your work;• Analyse and recognise patterns in employee data (i.e. metrics such as employee survey results and labour turnover etc.) to shape engagement activities, drive action through the line, maximise impact and evaluate success;• It involves collaborating with experts across the business (i.e. Reward and HR) to maximise the impact of their activities on employee engagement and retention;• The role is wide ranging, encompassing the efficient management of employee engagement activities through a range of projects including business briefs, performance management, cultural change and corporate responsibility (CSR) support; and• You will be confident liaising with and presenting to senior stakeholders while working closely with other teams and areas within the business. Show less • Conduct critical analysis of the Customer Service strategy and recommends innovations and improvements to facilitate growth strategies and foster Customer Experience.• Responsible to drive initiatives as Voice of the Customer and Voice of the Agent to incorporate their suggestions into the processes and procedures optimization.• Monitor the CARE initiatives implementation working as a focal point for all different areas.• Draft initiatives to improve consideration and NPS on Customer Services attributes with a special focus on digital and self-service initiatives. Show less • Responsible to develop a new product from scratch (internet plans).• Cross functional rotation in: Billing & IT (Postpaid/Subscribers Administration, MIS); Customer Service (Go to Market; Quality Analysis); Commercial (Product Development- Postpaid & VAS) having an end-to-end perspective of the business.• Part of the team who delivered successfully the Mpesa Empowerment Agent Project- developing an app that aimed to cease the doubts about the commissions that agents were complaining about. Show less

  • Product Owner: Mass Segment

    Sept 2018 - Dec 2020

  • Product Owner: Youth Segment

    Sept 2018 - Jun 2019

  • People Engagement Specialist

    Jul 2018 - Aug 2018

  • Business Transformation Specialist

    Apr 2017 - Jun 2018

  • Discover Graduate Programme

    Feb 2016 - Feb 2018

  • Flight Program Gatekeeper

    Jun 2017 - Nov 2017

  • Business Transformation Coordinator

    Feb 2016 - Mar 2017
• 

  With Love, lda

  Dec 2016 - Dec 2018

  Co-Founder

  With Love is a personalized gift brand that truly aims to bring our customers a new concept of gift giving. In each of our gift boxes opens a world, a world of affection, passion, and above all, a world of...much love.

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  Arco Iris & Borboletas

  May 2019 - now

  Founder

  Arco-Íris & Borboletas is a Mozambican blog that aims to be a platform where everyone can share their experiences on pregnancy, motherhood and baby care essentially. We want to be a safe space for all women, men, mothers and non-mothers to express their longings, their greatest fears, and their opinions, free of judgment. We also have an online shop that sells baby essentials, nationally and internationally produced.

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  Girl MOVE Academy

  Aug 2020 - Aug 2021

  Career Mentor
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  Vodafone M-Pesa Mozambique

  Dec 2020 - Apr 2022

  Manager Products & Services
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  Standard Bank Moçambique

  May 2022 - now

  Manager: Digital Lending