Aasma CHOPRA
Dunedin,Otago
Summary
Innovative, ambitious, and results-driven manager with a demonstrable record of success in exceeding sales and revenue targets, creating high-performing teams, and always ensuring customer service excellence. Over the course of my career, I have showcased excellent communication and leadership skills, with the ability to build staff and client relationships, and manage stakeholder relationships. With a track record of delivering exceptional results, I have demonstrated my expertise in developing customer experience strategies, pursuing new business opportunities, generating sales, and achieving strategic objectives. Having excelled in my previous roles, I am eager to utilize and enhance my sales, customer service, and staff management skills as I embark on the next challenge in my career. Customer-oriented store manager offering several years of experience in retail operations, sales and service team leadership and profitability strategies. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains, develops and manages team of store associates and assistant managers.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Store Manager
BP OIL NZ
01.2022 - Current
- In this role, I am responsible for the seamless management of all day-to-day operations of the branch, while improving the store's overall customer service ratings.
- Leadership - Showcase an engaging and hands-on leadership style while supporting a team of more than 15 staff members, providing direction and guidance as needed, and ensuring every team member is motivated to deliver a memorable customer experience, thereby minimizing customer complaints.
- People Management - Spearhead the recruitment, induction, and training process, thereby creating a dynamic and diverse retail team, conducting regular performance reviews, and maintaining a culture of service excellence at all times through regular meetings, professional development, and team-building initiatives.
- Retail Management - Successfully enhance all day-to-day operations by consistently reviewing tasks, functions, and merchandising techniques in line with BP OIL NZ guidelines, health and safety frameworks, and ensure the store is presented in an inviting, eye-catching, and organized manner.
- Business Management - Maintain full oversight of the store's P&Ls, facilitate comprehensive reviews of the business's performance in line with strategic objectives, present reports to the Regional Management team, and enable informed decision-making at all levels of the business.
- Professional Development - Provide coaching and mentoring regularly, and ensure the team is equipped with the skills and tools needed to thrive in their roles.
- Health & Safety - Lead the way in maintaining a strong health and safety focus within the team, monitor and manage H&S risks, oversee Covid-19 compliance levels, and manage the reporting process.
- Delegated work to staff, setting priorities and goals.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Created weekly work schedules for store personnel.
AREA OPERATIONS MANAGER & HEALTH AND SAFETY MANAGER
Z Energy
11.2019 - 06.2021
- In this role, I demonstrated strong leadership qualities and was promoted to the Cluster Area Manager role, overseeing 14 sites.
- In January 2021, I was given additional responsibilities and took on the role of Safety Champion for my sites.
- Customer Service Strategies - Developed and implemented strategies to increase overall customer service across the sites.
- Customer Experience (CX) Management - Continually reviewed and improved the process used to track and oversee interactions between the customer and the business, liaised with Site Managers to champion change, and led service delivery improvements.
- Used customer feedback tools to measure and drive improvements across the sites.
- Leadership - Provided guidance, direction to Site Managers, and their teams to ensure complete customer satisfaction.
- Recruitment and Training - Worked with the Site Manager in the recruitment and training of new staff.
- Communication & Report-Building - I communicated directly with customers to gain feedback on their experience, and I worked directly with Site Managers and their teams to ensure that constant improvements were achieved.
- Professional Development - I attended the monthly Z Safety teleconference for training, and I developed and raised issues or concerns in a round table forum.
- Project Management & Roll-Out - Successfully integrated Project Hello Fresh into Royal Oak as the trial store, extending the service offering to include Habitual Fix as part of the Z retail site, conducted from October 2019 until March 2021.
- Health & Safety - Championed a strong H&S culture within my various teams across the 15 sites, proactively reviewed and managed risks, and ensured compliance with organizational and national H&S requirements and regulations.
- P&L Management, Reporting, and Forecasting - Analyzed reports to manage the gross and net profit of the company.
- Created detailed reports outlining operational metrics such as production output, labor costs.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Conducted regular safety inspections to identify potential hazards or risks.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
MULTI-SITE MANAGER
Z Energy
03.2017 - 11.2019
- During this time, I was the Site Leader for Z Energy, Kepa Road, Greenlane, and Beach Road.
- Sales Management - Managed and developed the sales team, increasing product knowledge and development, which increased profits.
- Business Planning - Developed and implemented a business plan to increase revenue through growth in sales, and expense control.
- People management - Planned and implemented a staff appraisal program for each employee, outlining individual responsibilities, performance standards, and sales and commission targets.
- Sales & Promotions - Came in first nationwide for the Pie Capital, donut, and sandwich sales competition, and second in the oil incentive competition.
- Waste Reduction - Successfully reduced Z Beach Road's waste to less than 5%.
- Growth and Development - 2nd site in Northland to have 2 pie ovens, increasing to 1,500 pies per week.
- Ensured compliance with all safety regulations at each location.
- Provided training and mentoring support to new employees to ensure they were properly equipped with the necessary skillsets for the job roles assigned.
Education
DIPLOMA IN BUSINESS MANAGEMENT & ADMINISTRATION - NZQA Level 5
Prime International College
AucklandSkills
- Communication
- Leadership
- Teamwork and collaboration
- Out-of-the-Box Thinking
- Attention to detail
- Resilient and flexible
- Thrives under pressure
- Problem-solving
- Employee training
- Culture development
- Team development
- Profit margin optimization
- Organization and Planning
- Multitasking and prioritization
- MS Word
- MS PowerPoint
- MS Excel
- Customer Experience (CX)
- Retail sales
- People Management
- Professional Development
- Administration
- Merchandising
- Budgeting
- Health & Safety
- Risk Assessment
- Resource Management
Certification
Diploma in Business Management & Administration, NZQA Level 5, Prime International College, Auckland
References
References available upon request.
Timeline
Store Manager
BP OIL NZ
01.2022 - Current
AREA OPERATIONS MANAGER & HEALTH AND SAFETY MANAGER
Z Energy
11.2019 - 06.2021
MULTI-SITE MANAGER
Z Energy
03.2017 - 11.2019
DIPLOMA IN BUSINESS MANAGEMENT & ADMINISTRATION - NZQA Level 5
Prime International College
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