Roberta Carvalho Email & Phone Number

São Paulo, Sp, Br

São Paulo, Brazil

Responsible for the strategy concerning growth and application of AI in the company, aiming to promote more sales, efficiency and higher levels of customer satisfaction. New use cases are evaluated through processes of Discovery, CX, Delivery, Bots Training and Curation. Leadership at implementation of the first journeys with the use of Gen.AI (GPT) for customers at Vivo’s App, being pioneers in the Market.Also in charge of the business side of Martech structure, creating and managing… Show more Responsible for the strategy concerning growth and application of AI in the company, aiming to promote more sales, efficiency and higher levels of customer satisfaction. New use cases are evaluated through processes of Discovery, CX, Delivery, Bots Training and Curation. Leadership at implementation of the first journeys with the use of Gen.AI (GPT) for customers at Vivo’s App, being pioneers in the Market.Also in charge of the business side of Martech structure, creating and managing Digital Marketing Campaigns, making use of data to make them more effective in terms of target, behavior and context, as well as implementing tools that identify customer “near real time” interactions and generate triggers. Moreover, focus on increasing quality of messages, avoiding spam types and promoting a more personalized communication. As a result, revenue generated by campaigns increased 48% YoY and it was observed a drastic reduction of customers’ NFR (Negative Feedback Rate). Show less

São Paulo Area, Brazil

- Innovation: pain points mapping, trends searching, global startups prospection, ideation, modelling and testing of new solutions. Interaction with innovation hubs and the ecossystem as a whole. Focus on corporate mindset change, through the promotion of workshops, newsletters and videos regarding market latest trends. - Strategy: Market studies, benchmarking and data analysis (surveys, KPIs) in order to support Top-level Management in taking strategic decisions (ex: Digital… Show more - Innovation: pain points mapping, trends searching, global startups prospection, ideation, modelling and testing of new solutions. Interaction with innovation hubs and the ecossystem as a whole. Focus on corporate mindset change, through the promotion of workshops, newsletters and videos regarding market latest trends. - Strategy: Market studies, benchmarking and data analysis (surveys, KPIs) in order to support Top-level Management in taking strategic decisions (ex: Digital Transformation, Future Customer Relationship Models, etc); - Governance: organization of processes concerning new projects development – strategy fit, management and prioritization based on OKRs, NPS, Efficiency and other metrics. Highlight: 1º Place at Vivo’s Innovation Program (Shapers) Show less

São Paulo Area, Brazil

Responsible for team of Project Managers in charge of delivering the best customer experience regarding Marketing initiatives (products, services and promotions launching, price repositioning), Customer Care Management (process simplification, new features rollout, training, communication) and general improvements (eletronic billing, regulatory requests, digitalization), making use of PMO and Agile methodology.

Sao Paulo

Responsible for finding and tracking opportunities to reduce costs without lowering quality. The process involves KPIs analysis and identification of new cost-saving actions, scope definition, return on investment, risks assessment, tracking of efficiency projects implementation status and report of financial results to the organization. Focal point for suppliers willing to introduce innovative solutions to reduce customer relationship management costs. Annual savings reached 5% of total budget… Show more Responsible for finding and tracking opportunities to reduce costs without lowering quality. The process involves KPIs analysis and identification of new cost-saving actions, scope definition, return on investment, risks assessment, tracking of efficiency projects implementation status and report of financial results to the organization. Focal point for suppliers willing to introduce innovative solutions to reduce customer relationship management costs. Annual savings reached 5% of total budget in 2015. Show less

Sao Paulo

Responsible for structuring Planning Area in order to improve customer service by reviewing processes, creating KPIs and developing management tools; KPIs Management, identifying opportunities to increase operations efficiency, meet deadlines and assure quality; Long and short term Budget Planning and Management regarding Call Center suppliers expenses (R$1,3Bi annual budget).

Strategic Planning; Marketing Plan; Project Management; Design of Promotion, Customer Relationship and Loyalty programs; Scenario Analysis and Recommendation; Development of Compensation plans.

Management of team responsible for Price and Margin Realization. Daily analysis and recommendations regarding opportunities to maximize profit results. Responsible for Commercial Policy - product and channel margin definition. Sell-in and Sell-out price monitoring - actions to inhibit price gap and brand erosion. In charge of Key Account Management process, supporting Sales teams to develop business plans. Coordination of annual forecast plan process, involving revenues of R$2,4Bi/year. Leader… Show more Management of team responsible for Price and Margin Realization. Daily analysis and recommendations regarding opportunities to maximize profit results. Responsible for Commercial Policy - product and channel margin definition. Sell-in and Sell-out price monitoring - actions to inhibit price gap and brand erosion. In charge of Key Account Management process, supporting Sales teams to develop business plans. Coordination of annual forecast plan process, involving revenues of R$2,4Bi/year. Leader of Price and Margin Realization Project in Brazil, and Latin America representative in global forums - the results accomplished in this position served as benchmark to other regions and generated 1,0% gross margin increase for the company. Show less

Project Financial Management. Profit maximization through strict cost control. Cost forecasting, budget definition and monitoring of expenses. Responsible for all financial information - P&L, adjustments, percentage completion of projects, cost tracking (inventory, cost of sales, cost pending). Revenue recognition related activities - revenue forecasted vs. actual analysis.

Responsible for increasing sales revenue of multinational jewelry company. Deeper understanding of the Business to Consumer Market and development of concepts such as brand image, buyer behavior and customer rational and emotional needs.

Support for Sales & Marketing accounts. Duties included Customer Needs Mapping, SWOT and Competitor Analysis. In charge of driving activities such as Risk Assessment (Go/Non Go decision) and Strategic Planning, when dealing with Requests For Proposals (RFP). Furthermore, responsible for proposal management working on the coordination of multifunctional teams, RFP analysis, presentation of customer requests to other areas of the company, tasks listing and deadlines, assignment of… Show more Support for Sales & Marketing accounts. Duties included Customer Needs Mapping, SWOT and Competitor Analysis. In charge of driving activities such as Risk Assessment (Go/Non Go decision) and Strategic Planning, when dealing with Requests For Proposals (RFP). Furthermore, responsible for proposal management working on the coordination of multifunctional teams, RFP analysis, presentation of customer requests to other areas of the company, tasks listing and deadlines, assignment of responsibilities and follow-up. Show less

Responsible for the prospect of new sales to the delivery of the sold solution at the Telefonica Account, one of the largest telephony operators in Brazil and the biggest account at Ericsson at that moment. The main challenge in this position was to sell network infrastructure and services and beat powerful competitors in the Business to Business Telecommunications Market. Negotiation skills and Market knowledge were needed for the definition of price, delivery and technical solution, as well… Show more Responsible for the prospect of new sales to the delivery of the sold solution at the Telefonica Account, one of the largest telephony operators in Brazil and the biggest account at Ericsson at that moment. The main challenge in this position was to sell network infrastructure and services and beat powerful competitors in the Business to Business Telecommunications Market. Negotiation skills and Market knowledge were needed for the definition of price, delivery and technical solution, as well as the development and management of customer relationship. Active participation in proposals that reached the extraordinary amount of US$160 million. Show less

Exponential Thinking

Futur.E Me

Coach, Coaching

Creative Relearning

Sustainability And Corporate Social Responsibility

Innovation Management

Master Of Business, Marketing

Gvpec, Accounting And Negotiation

Specialization, Marketing Administration

Bachelor, Eletronics Engineering

High School Graduate

Esg Essentials

Esg Essentials