Biographies

Carla dos Santos

Carla dos Santos / SEO Specialist

Carla dos Santos aka the SEO coach is a digital strategist with over 20 years of experience. She specialises in SEO, tech project management, and career mentoring. Carla has a deep love for technical and strategy document writing, and her experience spans multiple industries and countries.

Key Areas of Expertise:

  • Search Engine Marketing.
  • Keyword Research & Content Optimisation.
  • Site Architecture & Taxonomy.
  • Team Empowerment through SEO coaching.

Carla has worked in corporate, small to medium enterprises (SMEs), and agencies. She now works for herself as an SEO coach and specialist.

She has held a C-suite career. She has also served as an official LinkedIn mentor for two years. Her mentoring skills are highly valued, with her own mentors seeking her out to solve business puzzles. She has experience with implementing enterprise service desks and has written about topics such as strategic IT support and professional service desk evolution.

I’ve been incredibly fortunate to work with exceptional talent throughout my career. My mentors were instrumental in helping me reach the C-suite, but it’s the talented teams I’ve had the privilege of leading that truly honed my skills. I still stay in touch with many former team members, and it’s rewarding to see them grow into industry specialists. We still learn from and mentor each other, adapting to this ever-changing digital landscape.

Author Posts

Professional Service Desk Evolution: From Reactive to Strategic
When your service desk generates 37 notifications for a single ticket, you've uncovered more than just a technical inefficiency — you've revealed a deeper issue: a reactive support model that prioritises activity over outcomes. Professional service delivery transforms when technology enables strategic business growth rather than creating administrative noise.
Read More
Support System Failures Drive 40% Productivity Growth Through OTRS
Support system failures threatened client relationships - systematic transformation needed urgently • Business impact: After-hours emergency miscommunication, improper request prioritisation, damaged client confidence, systematic delivery breakdowns → Professional OTRS implementation delivered 40% productivity growth, faster response times, automated accountability, and increased client service demand.
Read More
Case Study: Enterprise Service Desk Implementation | SME Growth
Basic ticketing systems threatened SME growth - multiple failed implementations forced business adaptation to software limitations • Business impact: Limited professional service standards, reduced technician efficiency, inability to demonstrate service excellence, competitive disadvantage → Enterprise OTRS service desk implementation delivered systematic accountability, streamlined workflows, enhanced client confidence enabling business growth through technical excellence.
Read More
OTRS Implementation: Systematic Approach to IT Service Excellence
Most growing businesses don't need more software features — they need more structure. Discover how systematic OTRS implementation transforms fragmented processes into streamlined operational control through methodical deployment and comprehensive testing.
Read More
When IT Support Gaps Cost More Than Just Time
Strategic IT support failures expose more than operational weaknesses—they reveal fundamental gaps in business resilience that can undermine stakeholder confidence and competitive positioning long after the immediate crisis passes.
Read More
Business Infrastructure Investment Trends Signal Market Confidence
When project volume becomes a sign of real business momentum, it signals something significant about market confidence and infrastructure investment patterns across growing SMEs.
Read More
From Missed Call to Strategic Advantage: How We Rebuilt Our Support Model
When traditional after-hours support fails to match client business realities, the solution isn't more staff—it's smarter systems. We transformed our support model from reactive headcount to proactive intelligence, creating a framework that aligns response intensity with actual business impact.
Read More
When Infrastructure Stability Becomes a Growth Strategy
Transform infrastructure challenges into competitive advantages with strategic connectivity planning that enables confident business growth.
Read More

Let’s connect