Open to opportunities

Colin Merritt

@colinmerritt

Message

I am an experienced customer service professional specializing in claims, administration, and client relations.

United Kingdom

Message

What I'm looking for

I am seeking a customer-focused role where I can apply claims and support experience, work with systems like Salesforce and CMOS, meet targets, and contribute to process improvements in a collaborative team that values clear communication and development.

I am a results-driven customer service and administration professional with extensive experience across insurance, claims validation, case management and school support. I consistently meet targets while delivering a high level of service to customers and insurers.

I have hands-on experience with systems including Salesforce, Litify, CMOS, Temetera, RingCentral, Horizon, SharePoint, DISC and EDIParentmail, and regularly use Microsoft Outlook, Word and Excel. I have a track record of accurately updating policies and claims, arranging engineer visits, and improving Net Promotion Score while working to SLA targets.

I hold a QCF Level 2 in Customer Service and Finance and an NVQ in IT, English and Math. I am well organised, self-motivated and focused on building strong customer relationships, supporting teams, and identifying process improvements to drive efficiency.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Advisor

Current

Wave

Mar 2025 - Present (6 months)

Handled inbound/outbound calls, emails and web chat via RingCentral, set up accounts, updated meter readings in CMOS and Temetera, and raised engineer visit reports to resolve faults.

RingCentral CMOS Customer Service Billing

Case Manager

Milberg

Jul 2024 - Feb 2025 (7 months)

Managed case documentation and claims using Salesforce and Litify, handled inbound/outbound calls via Horizon, and met daily targets while maintaining accurate client records.

Salesforce Litify Microsoft Excel Claims Processing Document Management Client Communication

Claims Validation

BGL

Apr 2015 - Jul 2024 (9 years 3 months)

Validated motor insurance claims using the DISC system and EDI, updated claims and policies in SharePoint, and consistently met SLA targets while managing high workloads.

DISC System EDI SharePoint Microsoft Excel Underwriter Liaison SLA Management

Customer Support

Parentmail

Sep 2014 - Mar 2015 (6 months)

Provided helpdesk support to schools and parents via phone, email and social media, assisted with data export/import in SIMS, and supported sales with product add-ons.

SIM Microsoft Excel Help Desk Support Remote Support Data Imports Sales Support

Customer Service

Royal & Sun Alliance

Oct 2011 - Sep 2014 (2 years 11 months)

Set up and maintained pet, motor and home insurance policies, improved Net Promoter Score through service improvements, and met performance targets while coaching colleagues.

Policy Administration Customer Service Microsoft Office Coaching Communication

Customer Service

Indesit Company

Nov 2003 - Oct 2008 (4 years 11 months)

Handled customer data and provided diagnostic support for appliances over the phone, arranged engineer visits, and met performance targets including completion of customer surveys.

Customer Support Scheduling Engineer Visits Data Entry Performance Targeting