Gaurav Chalke

𝐒𝐀𝐕𝐄𝐗 - 𝐅𝐈𝐑𝐄𝐁𝐎𝐋𝐓𝐓 • Mentored and trained team members to develop their skills and also contributed to the development and execution of a glide path framework for team leaders, improving manpower management and resource allocation • Optimized and managed workforce operations for a team of 150+ advisors, ensuring efficiency and streamlined process execution • Managed floor rostering, seating arrangements, manpower allocation, floor attendance, and team leader rostering to ensure seamless operations and workforce efficiency. • Developed and implemented FAQ chatbot flows on Meta Business Suite and Tellephant, enhancing automated customer interactions. • Created workflow automations that improved first-level response efficiency and optimized SLA adherence, leading to increased workforce productivity. • Reduced reliance on manpower through automation techniques, driving cost optimization for the client. • Assisted in designing IVR chatbot flows for inbound customer service, streamlining query resolution. • Expertise in ORM and Social Listening tools including Freshdesk, Meta Business Suite, Locobuzz, Gupshup.io (One Direct), Tellephant, Bik.ai, and Konnect Insights, enabling efficient social media management and positive customer engagement.

• Optimized and managed a team, ensuring efficiency, streamlined process execution, manpower alignment, and resource allocation. • Implemented workflow automations to reduce manpower dependency, enhancing cost optimization for clients. • Developed content moderation techniques using keyword-based actions, enabling auto-hiding of negative reviews on brand posts and ads, which improved brand reputation over Facebook & Instagram. • Implemented social listening strategies to enhance brand credibility and improve customer engagement on digital platforms. • Handled highest-level escalations across critical social media platforms, including LinkedIn & Twitter, ensuring prompt and effective resolution.