Open to opportunities

Victor Manuel Rojas Jordi

@victormanuelrojasjor

Message

Experienced claims and collections specialist with international customer focus.

Spain

Message

What I'm looking for

I seek roles where I can leverage claims, collections, and incident management experience in an international, collaborative environment with clear KPIs and opportunities to improve processes and customer experience.

I am an experienced claims and collections specialist with a strong background in insurance, technical incident management, and accounts receivable across Spain, Italy, the UK and Latin America. I have successfully managed high-volume collections, complex incident coordination for multinational accounts, and end-to-end claims processing for major marketplaces.

My achievements include consistent over-performance on KPIs (average collections of $2.5M/month), leadership of incident response across LATAM/NAM, and process improvements using tools like SAP, Zendesk and Salesforce. I bring pragmatic problem-solving, stakeholder communication, and a commitment to improving customer experience.

Experience

Work history, roles, and key accomplishments

Current

Claims Specialist

Current

CoverGenius

Jun 2022 - Present (3 years 4 months)

Processed marketplace insurance claims for Amazon, Wayfair, eBay and Onbuy across Spain, Italy and the UK, negotiating settlements and ensuring SLA compliance while reducing claim cycle times and escalating complex cases per matrix.

Claims Processing Zendesk SLA Management Cross Border Claims Escalation Management Customer Support

Portfolio Manager

TECH Tecnology University

May 2020 - May 2022 (2 years)

Managed default portfolios and collections for Universidad TECH across Latin America, delivering customer service, coordinating with faculties, and supporting collection and accounting processes to improve recovery rates.

Portfolio Management Collections Customer Service Administrative Procedures Accounts Receivable Americas

Insurance Claims Adjuster

Mutua Tinerfeña

Jan 2017 - Jan 2020 (3 years)

Handled material damage claims including policy coverage analysis, coordination with damage assessors and legal teams, fraud audits of workshops, and management of billing and unpaid workshop accounts to ensure proper claim resolution.

Policy Analysis Fraud Detection

Technical Support & Incident Manager

Atos

Jan 2012 - Jan 2017 (5 years)

Coordinated incident management across major international accounts (Novozymes, Bridgestone, Adidas), directing technical teams, running escalations and logistics, and creating technical conferences to resolve high‑severity issues within KPIs.

Incident Management technical coordination Service Management Logistics Coordination

Collections & Billing Agent

Verizon Business

Jan 2006 - Jan 2012 (6 years)

Managed credit and collections averaging $2.5M/month, negotiated high-value delinquencies, prepared SAP reports and payment forecasts for EMEA, trained LATAM finance on SAP, and resolved complex billing audits and disputes.

Collections SAP Reporting Accounts Receivable Forecasting