Elisandra Titoneli in

Elisandra Titoneli

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Business Process Outsourcing & Quality Manager at East River
📍 São Paulo, São Paulo, Brazil

Elisandra Titoneli is a Quality and Customer Experience Manager with 28 years of experience, specializing in CX, AI-driven quality monitoring, and BPO management. With an MBA in Business Administration, colleagues describe her as a strategic, inspiring, and results-focused leader who excels at turning challenges into innovation.

She is passionate about creating content focused on customer service and artificial intelligence. Elisandra dedicates time to professional writing and recently celebrated the launch of a book she co-authored, reflecting her commitment to sharing knowledge and advancing in her field.

Unique fact: She is a published author, having co-written a book on Customer Experience titled "CX & CX".

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Experience
18 Years
Current Role
Business Process Outsourcing & Quality Manager
Job Level
Middle
Location
São Paulo, São Paulo, Brazil
Personality Overview

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Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Elisandra cares about

AI in CX
Her experience includes implementing BOT and AI solutions and applying Artificial Intelligence to quality monitoring in customer service operations.
Quality Monitoring
As a Quality Manager, she focuses on implementing excellence strategies and believes quality feedback is the fuel for excellent service.
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Career

Work history

8-2025
Business Process Outsourcing & Quality Manager
East River
1-2019 - 7-2025
Customer Experience (CX) and Innovation Manager | Quality, BOT and AI Solutions
ddCom Systems
5-2012 - 5-2018
Customer Service & Operations Manager
ADP
12-2009 - 4-2012
Customer Service, Voice of the Customer LATAM and Planning Manager
LG Electronics
1-2006 - 3-2009
Operations Manager Brazil and Call Center Latin America
Comverse
In the press

Media appearances

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Education
2011 - 2013
MBA in Business Administration
FIA - Fundação Instituto de Administração
2005 - 2006
Call Center Management and Customer Relationship
Centro Universitário Ibero-Americano
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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