Eliane De Cassia

Inquirer
DISC Type : dc

Gerente de Customer Experience (CX) at Santander Brasil

São Paulo, São Paulo, Brazil

Overview

Eliane De Cassia is a senior leader at Santander Brasil, specializing in Customer Experience (CX), continuous improvement, and knowledge management. With a background in credit recovery and a Black Belt certification, she focuses on leveraging AI and effective onboarding to drive quality and operational excellence within her teams.

Eliane demonstrates a strong commitment to ESG principles, championing meaningful projects that align with corporate social responsibility. She is focused on creating positive impacts through simple, significant changes in business processes, reflecting a passion for sustainability and mindful leadership within the financial sector.

Her Credit Recovery team recently won a bronze award at the Smart Customer 2025 event for an innovative ESG project.

Personality Overview

Hard To Convince

Upfront

Judgemental

They don’t always try to control the conversation but neither do they like yielding it fully.  They care equally about the product and its potential impact. They can be nudged to make faster decisions by offering what they value.

Topics They Care About

ESG Initiatives
Led a project in Credit Recovery that won an award in the ESG category at Smart Customer 2025, showcasing a passion for sustainability.
Customer Experience
As a Senior CX Leader and Manager at Santander, she is deeply involved in shaping and improving the customer journey.
Continuous Improvement
Holds a Black Belt certification and emphasizes continuous improvement in her leadership roles, focusing on quality and efficiency.

Media Appearances

Eliane has no verified media appearances

Work History

9-2023
Gerente de Customer Experience (CX) at Santander Brasil
5-2020 - 8-2023
Coordenadora de Recuperação de Crédito at Santander Brasil
8-2008 - 4-2020
Analista de Recuperação de Crédito at Santander Brasil

Education

Eliane has no verified education history

More Information

Social Presence :

Prographics :

Exp : 17 Location : São Paulo, São Paulo, Brazil Job Level : N/A Designation : Gerente de Customer Experience (CX) at Santander Brasil
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Insights For Selling To Eliane

During A Call Or A Meeting

DO's

  • Make sure that they have the necessary authority, they could present false stature sometimes
  • Highlight the competitive differentiation of your product
  • Stress on the business value that your product offers

DONT's

  • Avoid repeating yourself or making generalizations
  • Don't try too hard to get friendly, let it happen with time
  • Don’t expect them to change their mind quickly if they say no once

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Eliane is

  • Belief in the product plays an important role, followed by objective proof and testimonials.
  • Will you ever get a clear answer from Eliane

  • They may hesitate slightly, but if they are not convinced, they will say no.

Insights For Deal Planning

    How fast (or slow) will Eliane move?

  • They are neither the fastest decision makers nor the slowest.
  • Can Eliane take some risk or not?

  • They can take risks only after they have analyzed the advantages and disadvantages.

You And Eliane

Personality Compatibility


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