Sheila Antonioli

Questioner
DISC Type : c

Superintendente da Felicidade do Cliente at Serpro

Brasília, Federal District, Brazil

Overview

Sheila Antonioli is the Superintendent of Customer Happiness at Serpro, leveraging her extensive experience in ICT since 2000 to champion customer experience (CX) and success. She has led Serpro to win multiple national awards for customer service and was named a Top CX Professional.

She is a passionate advocate for humanizing technology and improving digital services within the public sector. Sheila actively participates in national conferences, discussing how to build trust and deliver value by placing the citizen at the center of government technology and innovation.

Sheila emphasizes that AI and automation are only meaningful if they genuinely improve peoples lives.

Personality Overview

Price-Sensitive

Not Easily Convinced

Cautious & Analytical

They generally do not appreciate an overfriendly approach and prefer to stay to-the-point.  While they don't hesitate to ask questions, they are generally risk-averse and tend to be late adopters. They prefer to do thorough analysis of any situation.

Topics They Care About

CX in Public Sector
Leads initiatives at Serpro to transform public services by focusing on humanized, empathetic, and citizen-centric experiences, winning national awards for their success.
Women in Technology
She has publicly shared her perspective on the challenges and the importance of women leading and making an impact in the male-dominated technology industry.
Digital Transformation
A key speaker at events like the Gov Experience Summit, discussing the redefinition of the state's role in delivering simple, reliable, and effective digital journeys.

Media Appearances

Sheila Antonioli, Head of Customer Happiness na Serpro é mais uma .... Featured in Instagram

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Sheila Antonioli, gerente do Departamento de Estratégia de ... - Serpro. Featured in Serpro – Notícias (official website)

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Sheila Antonioli, gerente da Estratégia de Negócio com ... - Serpro. Featured in Serpro – Notícias (official website)

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Work History

12-2025
Superintendente da Felicidade do Cliente at Serpro
5-2022
Head of Customer Happiness at Serpro
4-2022
Gerente de Departamento - Estratégia de Relacionamento com foco na Felicidade do Cliente (CS) at Serpro
12-2025 - 12-2025
Superintendente da Felicidade do Cliente at Serpro
12-2025 - 12-2025
Superintendente da Felicidade do Cliente at Serpro

Education

Bacharelado from Faculdade Projeção
gestão de TIC from Universidade Católica de Brasília

More Information

Social Presence :

Prographics :

Exp : 13 Location : Brasília, Federal District, Brazil Job Level : Mid-senior Designation : Superintendente da Felicidade do Cliente at Serpro
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Insights For Selling To Sheila

During A Call Or A Meeting

DO's

  • Share as much information as possible regarding your product
  • Keep some extra margin in hand as they will likely negotiate the pricing
  • Tell them that you will come back if you don’t have a good answer for a question

DONT's

  • Don’t try to be too friendly or informal with them
  • Avoid phrases like ‘do not worry about’, ‘no one compares to’ etc.
  • Don’t overhype the product/pitch, keep it measured

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Sheila is

  • Confidence that the product provides ROI, effective pricing and process adherence matter the most to them.

  • Will you ever get a clear answer from Sheila

  • It doesn’t come naturally to them but they can say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Sheila move?

  • They can move at a reasonable pace while making their decisions if they have the necessary information.

  • Can Sheila take some risk or not?

  • They can take some risk if they are confident that they have analyzed the circumstances well.


You And Sheila

Personality Compatibility


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