NIRALI SAIGAL
Senior Consultant/ Analyst
Pune,MH
Summary
Professional with extensive experience in customer relationship management and problem-solving at Allstate Solutions India. Demonstrated ability to optimize processes and improve customer satisfaction through effective communication and technical support. Proficient in Microsoft Excel and ServiceNow, consistently achieving results in high-pressure environments. Recognized as a solution-focused Service Analyst with specialized skills in data analysis and process improvement, ensuring exceptional service delivery.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Associate III — Workflow (Property & Auto Claims, CAT Claims)
Allstate Solutions India Pvt. Ltd.
07.2025 - Current
- Resolved customer inquiries through effective outbound calls and emails.
- Coordinated inspection appointments for auto and property claims with precision.
- Managed escalated calls, demonstrating professionalism and empathy throughout.
- Utilized CRM tools for tracking interactions and gathering valuable feedback.
- Suggested product solutions tailored to meet specific customer requirements.
- Answered phone calls professionally, routing inquiries to appropriate staff members.
- Maintained updated databases with current customer information consistently.
- Followed up with customers to ensure satisfaction post-interaction.
Analyst / Senior Analyst — Infrastructure Management
Allstate Solutions India Pvt. Ltd.
09.2021 - 05.2025
- Diagnosed and resolved technical issues in server and application environments effectively.
- Produced operational insights through reports and dashboards using Excel and Power BI.
- Handled high-volume calls and chat support, ensuring prompt resolutions for technical complaints.
- Logged, monitored, and escalated incidents via ServiceNow to ensure timely stakeholder updates.
- Conducted root cause analysis, documented solutions, and contributed to knowledge base for over 50 products.
- Coached teammates on processes and compliance standards to enhance technical best practices.
Customer Service Associate — Non-Voice (Chat)
Amazon Development Center (India) Pvt. Ltd.
10.2020 - 07.2021
- Delivered fast, friendly service for routine questions and inquiries regarding accounts and orders.
- Utilized internal tools for real-time troubleshooting to enhance customer satisfaction and reduce handling time.
- Documented all customer interactions for compliance while sharing best practices with team members.
- Assisted customers with returns, exchanges, and refunds, ensuring a positive experience.
- Strengthened customer retention by offering discount options during service interactions.
- Collaborated with team members to improve service delivery and address complex customer needs.
- Escalated unresolved issues to management for proper resolution in a timely manner.
HR Recruiter — Human Resources (Short-term Role)
Credence Resource Management
05.2019 - 10.2019
- Optimized candidate sourcing on multiple platforms to boost diversity in talent pools.
- Scheduled interviews and coordinated between candidates and hiring teams efficiently.
- Represented company at local job fairs and recruitment events to attract potential hires.
- Ensured positive experiences for candidates throughout recruitment stages.
- Handled job postings, application reviews, and initial screenings to support hiring processes.
- Recorded detailed candidate interactions to uphold transparency standards.
- Guided offer discussions within guidelines, aligning with company policies.
Education
Bachelor of Arts - English Literature and Language
Nowrosjee Wadia College
Pune01.2019
Skills
- Empathetic communication
- Customer relationship management
- Product troubleshooting
- Complex problem solving
- Data analysis tools
- ServiceNow proficiency
- 48 WPM typing speed
- Microsoft office specialist (MOS) expert
- Knowledge base management
Certification
Certification in Advanced Facilitation and Training Skills (2026 - KPMG).
Tools And Platforms
- ServiceNow
- Workday
- Microsoft Office
- Power BI
- Client relationship management and customer engagement systems like
Avaya agent and Avaya CMS supervisor
Amazon Chime and Amazon Web
Live Person or Live Engage
Claims Processing Tool
Next Gen
Languages
English
Proficient (C2)
C2
Quote
If you're so sure, "Burn the ship."
- Story of Hernan Cortes
Timeline
Customer Service Associate III — Workflow (Property & Auto Claims, CAT Claims)
Allstate Solutions India Pvt. Ltd.
07.2025 - Current
Analyst / Senior Analyst — Infrastructure Management
Allstate Solutions India Pvt. Ltd.
09.2021 - 05.2025
Customer Service Associate — Non-Voice (Chat)
Amazon Development Center (India) Pvt. Ltd.
10.2020 - 07.2021
HR Recruiter — Human Resources (Short-term Role)
Credence Resource Management
05.2019 - 10.2019
Bachelor of Arts - English Literature and Language
Nowrosjee Wadia College