Cherry Lea Nacpil

Detail-oriented insurance operations professional with experience in policy checking for new business and renewal policies, endorsements, Certificates of Insurance (COIs), quoting, ACORD forms, and policy servicing. Skilled in quality assurance, data accuracy, compliance review, and process improvement. Recognized for strong analytical and problem-solving abilities, consistently delivering accurate and timely results in fast-paced insurance and BPO environments.

Team Leader - SWAK BPO Corp.

(2023-07 - 2026-03)

• Performed policy checking for new business and renewal policies to ensure correct coverage, premiums, and policy information both on Commercial and Personal Lines.
• Processed policy endorsements and updated policy records accurately and efficiently.
• Prepared and reviewed Certificates of Insurance (COIs) based on client and policy requirements.
• Generated insurance quotes and verified rating information before policy issuance.
• Completed and maintained ACORD forms and related insurance documentation.
• Handled policy servicing requests, including policy updates, corrections, and administrative changes.
• Monitored and evaluated processed policies through daily quality checks and audits, contributing to a 99% team accuracy rate.
• Provided continuous support through daily feedback and mentoring, ensuring adherence to company standards.
• Conducted performance monitoring via daily reports, pinpointed recurring errors, and facilitated process improvements through actionable recommendations and updated reference materials.
• Developed training materials and resources for new processes and compliance updates.
• Implemented process adjustments based on quality audits to enhance operational efficiency.

Customer Service Representative - iQor Philippines

(2022-03 - 2023-05)

• Provided customer support to international customers by resolving inquiries accurately and promptly.
• Addressed concerns with professionalism and helped maintain customer satisfaction through clear communication and issue resolution.
• Supported daily operations by handling customer interactions in a fast-paced service environment.
• Resolved escalated customer issues by coordinating with cross-functional teams for effective solutions.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Utilized CRM systems to track customer interactions and follow up on outstanding inquiries.

Shift Leader - McDonald's Philippines

(2019-08 - 2022-03)

• Supervised hourly and temporary personnel while helping manage daily operations and workflow.
• Reviewed work processes, monitored team performance, and provided direction to maintain service standards.
• Addressed customer concerns and complaints effectively to restore satisfaction and support smooth store operations.
• Trained team members on new menu items and service techniques to enhance customer experience.
• Assisted in inventory management by tracking stock levels and ordering supplies as needed.
• Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
• Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
• Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
• Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
• Trained newly hired sales team in upselling techniques.

Database Editor - TopData Global IT Solutions

(2018-05 - 2018-08)

• Transferred data from hard copy formats into computer files and database systems with accuracy and consistency.
• Entered product information using established procedures while helping ensure proper data preservation.
• Supported data-processing operations through careful documentation and detail-focused encoding work.
• Edited and proofread internal documents to maintain quality and consistency across communications.
• Selected relevant images to accompany content for maximum impact.

Bachelor of Technical Teacher Education - Food and Service Management - City College of Angeles (2017-04)