Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Juan Manuel Rivero Sánchez

Juan Manuel Rivero Sánchez

Málaga

Summary

Customer-focused Quality Assurance Specialist with over 5 years of international experience in claims management, training, and customer service operations. Proven ability to improve operational efficiency, audit support quality, and coach global teams. Recognized as Employee of the Year in 2019 for outstanding performance and commitment. Seeking to contribute to agile startup environments where customer experience and quality are top priorities.

Overview

8
8
years of professional experience

Work History

Senior Claims Specialist

Cover Genius
09.2023 - Current
  • Managed end-to-end travel insurance claims for Revolut, ensuring accuracy and compliance.
  • Provided training and support to new team members, enhancing onboarding efficiency.
  • Served as escalation point for complex and potentially fraudulent claims.
  • Contributed to team strategy and implemented platform enhancements.

Customer Quality Analyst

Cover Genius
12.2022 - 09.2023
  • Conducted audits on claims and support processes, communications, and SLA compliance.
  • Generated reports and collaborated with global managers to address root causes and implement improvements.
  • Delivered training based on audit insights and refined internal knowledge resources.

Claims Specialist & Trainer

Cover Genius
11.2021 - 12.2022
  • Processed travel claims for major clients (Ryanair, Omio, National Express, Skyscanner).
  • Designed masterclasses and created learning materials for new hires.
  • Enhanced training efficiency and team performance through tailored onboarding.

Quality Coach

Indexia Group
02.2020 - 11.2021
  • Delivered in-depth training for quality agents and monitored KPIs.
  • Conducted case audits and managed back-office and call center operations.
  • Produced management reports to inform performance strategies.

Quality Agent

Hubside
03.2019 - 02.2020
  • Oversaw social media interactions and resolved complaints proactively.
  • Awarded Employee of the Year in 2019 for exceptional performance and customer satisfaction.

Community Manager

VR-EVO School
10.2018 - 02.2019
  • Managed community engagement and digital content for a VR/gaming education platform.

Community Volunteer

SVE Greece
03.2018 - 09.2018
  • Participated in European youth projects and served as a Spanish language teacher.

Education

Bachelor's Degree - Communication

University of Málaga
Málaga´
09-2017

Skills

  • Quality Auditing & Reporting
  • Fraud investigation
  • Claims Management & Regulatory Compliance
  • Customer Service & Communication
  • Training & Knowledge Base Development
  • Leadership & Team Coaching
  • Analytical Thinking & Problem Solving
  • JIRA
  • Zendesk
  • KPI Tracking

Languages

  • Spanish, Native
  • English, Fluent (Working proficiency in international environments)

References

References available upon request.

Timeline

Senior Claims Specialist

Cover Genius
09.2023 - Current

Customer Quality Analyst

Cover Genius
12.2022 - 09.2023

Claims Specialist & Trainer

Cover Genius
11.2021 - 12.2022

Quality Coach

Indexia Group
02.2020 - 11.2021

Quality Agent

Hubside
03.2019 - 02.2020

Community Manager

VR-EVO School
10.2018 - 02.2019

Community Volunteer

SVE Greece
03.2018 - 09.2018

Bachelor's Degree - Communication

University of Málaga
Juan Manuel Rivero Sánchez