Operational quality improvement
Through targeted coaching, performance monitoring and workflow improvements.
DUBLIN, IRELAND / GLOBAL MINDSET
Human leadership.
Technical instinct.
Endless curiosity.
I'm Igor. I lead people, improve operations and explore what technology can make possible.
Operations & Service Delivery Leader · Technical Operations · BSc (Hons) Computing
Coordinating Team Leaders and Content Analysts supporting 60+ reviewers across seven regional operations.
CURRENT FOCUSOperations leadership & automation
People + systems + data
BAHIA → DUBLINIgor Alves Dos Santos
53.3498° N / 6.2603° WAI OPERATIONS×PEOPLE LEADERSHIP×TECHNICAL DELIVERY×CONTINUOUS LEARNING
01 / IMPACT
Leadership you can
see in the results.
Selected outcomes from my operations and AI experience.
Reviewers supported
Across seven regional operations through four Team Leaders.
Backlogged cases cleared
In three weeks after introducing a new case triage process.
Future leaders developed
Employees who progressed into Team Leader positions within 12 months.
02 / MY STORY
From Bahia to Dublin.
A journey into leadership and technology.
Moving countries, leading people and turning new skills into practical work.
I grew up in the countryside of Bahia, Brazil, and moved to Ireland at 20 without knowing anyone here, driven by a dream of exploring the world and learning through new experiences. Eleven years later, Dublin is still my home, and that same spirit of discovery continues to shape my life and career.
My first years in Ireland took me through restaurants and pubs. By 23, I had become a manager and discovered how much I enjoyed helping people develop, solve problems and work together. To build on that experience, I studied Computing at the National College of Ireland from 2019 to 2023, developing a strong interest in programming and cybersecurity.
At Covalen, my work progressed from market operations and legal escalations into generative AI and operations leadership. Today, I bring people leadership and technical skills together through coaching, reporting automation and collaboration with engineering teams to improve quality and resolve operational problems.
AI is my current focus. Alongside AI evaluation work with Mercor, I am learning to build and manage agents and experimenting with AI video creation through School Bot. Outside work, I have explored 38 countries and destinations across four continents and hope to share those experiences through a travel channel. I speak Portuguese, English and Spanish, and I am studying Italian and Japanese.
I want to bring this combination of leadership, operational experience and technical skills to teams working in AI operations and technical delivery, helping people grow and turning complex problems into clear, practical action.
Igor Alves Dos Santos ALWAYS LEARNING. ALWAYS BUILDING.
03 / SELECTED WORK
Real problems.
Practical improvements.
Explore the contribution, approach and outcome behind the work.
01 / Reporting & automationOperations intelligence
Operational reporting should help leaders spot problems early, not consume hours of their time. I developed Google Sheets and AI-assisted workflows to bring performance, quality, team coverage and absence information into a more consistent reporting process.
Explore the work +
Challenge
Operational information was spread across multiple trackers and reporting processes. Bringing that information together required repetitive administrative work, making it harder for Team Leaders to focus on performance and coaching.
My contribution
I developed reporting and performance-tracking tools using Google Sheets and AI-assisted workflows. The aim was to make important operational information easier to access, reduce repetitive tasks and support more consistent reporting. The tools covered performance monitoring, quality, team coverage and absence tracking.
Result
The improvements reduced recurring administrative work, saving Team Leaders several hours each week. The practical value was giving leaders more time for coaching, decision-making and operational issues.
02 / Leadership & developmentPeople into leaders
Developing future leaders is one of the most rewarding parts of my work. Through coaching, clear expectations and practical support, I've helped three employees progress into Team Leader roles within 12 months.
Explore the work +
Challenge
Growing operations need people who can take responsibility, make sound decisions and support others. Strong individual performance alone does not prepare someone to lead a team.
My contribution
I supported employees preparing for leadership responsibilities through coaching, feedback and practical guidance. My approach focuses on performance expectations, clear communication, operational judgement and confidence in decision-making.
Result
Three employees I coached progressed into Team Leader positions within 12 months. Leadership development helped build capability and continuity within the operation.
03 / AI & engineering deliveryReliable AI at scale
I supported an AI operations programme as it grew from fewer than 20 to more than 200 specialists, combining team supervision, technical investigations and more consistent quality processes.
Explore the work +
Challenge
As an AI operations programme grows, maintaining consistent quality and resolving technical issues becomes more complex. Teams need clear processes, reliable documentation and effective communication between operations and Engineering.
My contribution
As Acting Team Lead, I supervised approximately 20 specialists and helped coordinate daily delivery. I worked with Engineering to investigate technical issues, review changes and verify fixes using GitHub, GitLab, TypeScript and SQL. I also contributed to standardising quality checks, documentation and operational processes.
Result
The programme expanded from fewer than 20 to more than 200 specialists during this period. My contribution focused on supervision, technical issue resolution and helping teams work consistently as the programme developed.
04 / Quality & process improvementPerformance with purpose
Performance problems don't always require more effort from the team. Sometimes the process itself needs to change. I use operational data and frontline feedback to identify where targeted improvements can make a difference.
Explore the work +
Challenge
A backlog of approximately 1,000 cases was affecting operational turnaround and making it harder to prioritise incoming work.
My contribution
I designed and introduced a new case triage process to improve how outstanding work was assessed and prioritised. The approach gave the team a clearer way to organise cases and focus on work that needed attention.
Result
The new process helped the operation clear approximately 1,000 outstanding cases in three weeks. The result demonstrates how changing the organisation of work can improve delivery without simply asking people to work faster.
04 / EXPERIENCE
Progression with purpose.
From frontline operations to technical delivery and people leadership.
Senior Team Leader / Operations Lead
Covalen · Dublin · Client: Meta
- Coordinate and mentor Content Analysts and Team Leaders supporting more than 60 reviewers across seven regional operations, overseeing performance, quality, escalations and continuous improvement.
- Monitor operational KPIs, productivity, quality trends and risks, translating data into recommendations presented through weekly, monthly and quarterly business reviews.
- Improved operational quality by 7% through targeted coaching, performance monitoring and workflow improvements.
- Designed and introduced a case triage process that helped clear approximately 1,000 outstanding cases in three weeks.
- Developed AI-assisted reporting and performance-tracking tools that save Team Leaders several hours of repetitive administrative work each week.
- Investigate complex operational and technical escalations with Engineering and other stakeholders. Coached three employees who progressed into Team Leader roles within 12 months.
Generalist Expert, AI Evaluation
Mercor · Remote · Independent contractor · Project-based
Alongside my operations leadership role, I contribute to project-based AI evaluation work in English and Portuguese. I review AI-generated documents, presentations and spreadsheets against detailed quality guidelines, identify and correct issues, and provide structured feedback and ratings. I have also completed hands-on agentic AI training, including creating and running an AI agent and reviewing its event flow and execution results.
Generative AI Operations Specialist / Acting Team Lead
Covalen · Remote · Client: Meta
- Supervised approximately 20 AI operations specialists, coordinating daily delivery, supporting quality standards and helping resolve technical issues.
- Collaborated with Engineering to investigate defects, review code changes and verify fixes using GitHub, GitLab, TypeScript and SQL.
- Helped standardise quality checks, documentation and operational processes as the AI programme expanded from fewer than 20 to more than 200 specialists.
- Combined hands-on technical investigation with operational supervision, helping teams maintain consistency as the programme grew.
Senior Legal Operations Analyst, Global Escalations
Covalen · Remote · Client: Meta
- Investigated complex, high-impact account and platform escalations, including compromised accounts, unauthorised access, verification failures and account-integrity issues.
- Assessed available evidence, identified appropriate resolution paths and coordinated with Engineering, Legal and Finance to resolve cases requiring specialist support.
- Helped an early-stage programme grow from five to 30 specialists through onboarding, quality governance, reporting and process documentation.
Portuguese Market Specialist / Operations Analyst
Covalen · Dublin · Client: Meta
- Investigated policy and account issues in a high-volume operational environment, working to established quality and turnaround targets.
- Progressed into auditing responsibilities within four months and developed onboarding and quality guidance adopted by regional teams.
Showing 5 roles.
05 / CAPABILITIES
People at the centre.
Technology in the toolkit.
A practical mix of leadership, delivery and technical experience.
People & delivery
Multi-team leadership, coaching, performance management, capacity coordination, stakeholder communication and service delivery.
Data & operations
KPI reporting, quality monitoring, root cause analysis, escalation management, operational risk and process improvement.
Technical foundations
Technical investigations, Git workflows, SQL, programming fundamentals, AI evaluation and workflow automation.
Professional experience
Academic & foundational
Python, Django, HTML, CSS and JavaScript, applied through the Computing capstone.
EDUCATION & TECHNICAL FOUNDATION
BSc (Hons) in Computing
National College of Ireland · 2019 - 2023
Final-year project: ShopCart
For my final-year project, I developed ShopCart, an e-commerce application using Python, Django, HTML, CSS, JavaScript and Bootstrap. The project strengthened my skills in relational database modelling, user authentication, product search, shopping-cart logic and order management. I also integrated PayPal checkout and automated emails, connecting customer-facing features with backend business processes.
Explore ShopCart on GitHub ↗06 / BEYOND THE JOB TITLE
Curiosity doesn't
clock out.
What I'm exploring, creating and learning next.
From prompts to agents.
I'm studying how to build and manage AI agents, exploring their event flows, execution results and the quality of their outputs.
Goal→Plan→Act→Review
A learning focus, alongside hands-on AI evaluation at Mercor.Ideas into videos.
My creative space for experimenting with AI video creation and sharing stories through educational content.
Explore School Bot ↗EXPLORING / THE WORLDA wider world.
A wider world.
A broader perspective.
From growing up in Bahia to exploring 38 countries and destinations across four continents, travel has shaped how I see the world and connect with people. Each journey brings new cultures, stories and lessons to carry home.
38 countries explored4 continents visited
Follow my journey on Instagram ↗Explore my travel collection
Europe 32
- Albania
- Austria
- Belgium
- Bulgaria
- Czechia
- Denmark
- England
- Estonia
- Finland
- France
- Germany
- Greece
- Hungary
- Iceland
- Ireland
- Italy
- Latvia
- Lithuania
- Malta
- Montenegro
- Netherlands
- Northern Ireland
- Norway
- Portugal
- Romania
- Scotland
- Slovakia
- Spain
- Sweden
- Switzerland
- Vatican City
- Wales
Asia 2
- China
- Japan
Africa 1
- Morocco
Americas 2
- Brazil
- United States
Across Europe and Asia 1
- Turkey
England, Scotland, Wales and Northern Ireland are listed individually as destinations within the United Kingdom.
More ways to connect.
Portuguese Fluent / nativeEnglish FluentSpanish FluentItalian Currently studyingJapanese Currently studying
07 / THE NEXT CHAPTER
Let's build
what comes next.
Interested in operations leadership, service delivery, technical operations or building stronger teams? I'd be glad to connect.