Elisandra Titoneli

Sharpshooter
DISC Type : DC

Business Process Outsourcing & Quality Manager at East River

São Paulo, São Paulo, Brazil

Overview

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".

Personality Overview

Thorough Evaluator

ROI Driven

Precise But Practical

They are less concerned about the product and more about its potential impact.  They like to stay in control of the negotiation or defining of the terms. They respond better to strong and respectful interactions.

Topics They Care 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.
Strategic Leadership
Peers consistently recognize her as a strategic leader with an analytical vision, capable of leading teams and delivering high-impact results.

Media Appearances

Elisandra has no verified media appearances

Work History

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

Education

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

More Information

Social Presence :

Prographics :

Exp : 18 Location : São Paulo, São Paulo, Brazil Job Level : Middle Designation : Business Process Outsourcing & Quality Manager at East River
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Insights For Selling To Elisandra

During A Call Or A Meeting

DO's

  • Get to the point quickly instead of spending time doing small talk
  • When negotiating terms, help them build an impression that they are the ones calling the shots
  • Be respectful but crisp

DONT's

  • Avoid being a storyteller and don’t try to oversell
  • Don’t take too much time in sending them information if they ask for any
  • Avoid being too verbose

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Elisandra is

  • Conviction around the impact matters the most to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Elisandra

  • If they decide not to use your product, they will say no clearly.

Insights For Deal Planning

    How fast (or slow) will Elisandra move?

  • If convinced, they can reach decisions quite fast.
  • Can Elisandra take some risk or not?

  • They do not shy away from taking risks, but can be quite binary about them.

You And Elisandra

Personality Compatibility


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