Alissa Estor

Customer Support and Local SEO professional with over four years of experience at BrightLocal, progressing from Customer Support Specialist to Pre-Submissions Support Specialist. Experienced in customer service, citation management, quality assurance, and operational support, with a strong track record of achieving high CSAT, productivity, and quality metrics. Recognized for accuracy, accountability, and collaboration across teams, and eager to apply these strengths in a supervisory role focused on coaching, operational excellence, and team performance.

Customer Support at BrightLocal (2021-01 – 2024-12)

• Delivered customer support through Zendesk and email, providing timely and professional assistance to customers.
• Investigated customer concerns and worked with internal departments to resolve campaign issues efficiently.
• Managed customer communications regarding citation campaigns, listing updates, and verification requests.
• Maintained accurate customer records and campaign documentation.
• Ensured a high level of customer satisfaction by providing clear communication and timely issue resolution.
• Worked closely with operational teams to facilitate smooth campaign delivery and meet customer expectations.

Pre-campaign Audit at BrightLocal (2025-01 – Present)

• Conduct pre-submission quality checks to ensure citation campaigns meet company quality standards before production.
• Review business information for accuracy, completeness, and NAP consistency across multiple platforms.
• Identify and resolve data discrepancies before campaigns progress to the next stage.
• Continue providing customer support through Zendesk and email, resolving customer inquiries and campaign-related concerns.
• Collaborate with QA, Completion, and Operations teams to ensure campaigns are delivered within SLA requirements.
• Maintain accurate campaign documentation and monitor workload priorities to support operational efficiency.
• Assist in identifying process improvements that enhance quality and reduce rework.

Bachelor of Science in Office Administration – CENTRAL MINDANAO UNIVERSITY (2015 – 2019)