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
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