Hiral Patel
Wanneroo,WA
Summary
Resourceful and customer-focused retail professional with extensive experience in sales, store operations, and team coordination across leading brands such as Big Bazaar, Archies Gift Shop, Shell, and BP Service Station. Proven ability to manage inventory, optimize product displays, and deliver exceptional customer service in high-traffic environments. Skilled in business planning, merchandising, and promotional strategies that drive footfall, and revenue. Demonstrates strong leadership, operational efficiency, and a deep understanding of customer behavior—ideal for launching and managing a successful gift shop business. Committed to ethical practices, continuous improvement, and creating memorable shopping experiences.
Overview
7
7
years of professional experience
Work History
Customer Service Representative (CSR)
BP North Perth
Perth , WA
11.2024 - Current
- Delivered exceptional customer service in a fast-paced retail environment, handling POS transactions, promoting loyalty programs, and resolving customer inquiries.
- Prepared and cooked food items using commercial kitchen equipment, including the Merry Chef oven, deep fryer, stove top, and grill, while adhering to food safety standards.
- Maintained cleanliness and hygiene across all store areas, including the kitchen, forecourt, bathrooms, and shop floor, ensuring compliance with health and safety regulations.
- Operated barista equipment to prepare high-quality coffee beverages, and maintained café supplies and cleanliness.
- Managed stock rotation, replenishment, and labeling, ensuring accurate product information and removal of expired items.
- Conducted and recorded food and equipment temperature checks, maintaining operational standards, and food safety compliance.
- Supported emergency procedures and operated safety equipment, including fuel/gas emergency buttons, and fire extinguishers.
- Collaborated with team members and managers to ensure smooth store operations, effective communication, and adherence to BP’s Code of Conduct and Values.
Retail Store Format Manager
Shall
Surat, Gujarat, India
11.2022 - 03.2024
- Led the development of customer-centric site formats and offers tailored to diverse customer missions, enhancing Shell’s retail footprint across India.
- Delivered country-level profitability and optimized co-locator financial performance through strategic format planning and execution.
- Designed and implemented site layouts, merchandising standards, and in-store experiences to elevate customer satisfaction at Shell Select sites.
- Conducted data-driven analysis to define compelling customer value propositions (CVPs), and ensure market-relevant offerings.
- Collaborated cross-functionally with the Mobility Network, Alliance Managers, and external agencies to drive efficient and scalable retail solutions.
- Monitored site performance rigorously, and initiated corrective actions to improve business outcomes and operational efficiency.
- Provided expert consultancy to the Network, Sales and Marketing, and Operations teams on format, offers, and alliance strategies across CO and DO networks.
- Spearheaded third-party partnership development, identifying market opportunities, and crafting fit-for-purpose solutions that added strategic value.
Store Member
Archies Gallery
Surat, Gujarat, India
03.2020 - 10.2022
- Greeted and assisted customers with gift selection, providing personalised recommendations, and ensuring a welcoming shopping experience.
- Operated the cash register, processed payments (cash/card), and handled returns and exchanges efficiently.
- Maintained store cleanliness and organisation, including product displays, shelves, and customer areas.
- Restocked merchandise and monitored inventory levels to ensure product availability and visual appeal.
- Promoted in-store offers and loyalty programs to drive sales and enhance customer engagement.
- Supported store operations, including opening/closing procedures, shift coordination, and adherence to company policies.
- Collaborated with team members to meet daily sales targets and deliver high standards of customer service.
- Ensured compliance with Archie's Code of Conduct and safety protocols, contributing to a positive and ethical work environment.
Team Member
Big Bazaar
Surat, Gujarat, India
07.2018 - 02.2020
- Welcomed and assisted customers in selecting products across categories, including groceries, fashion, electronics, and home essentials.
- Handled billing and payment transactions using POS systems, ensuring accuracy and efficiency.
- Maintained store cleanliness, and organized product displays to enhance customer experience and visual appeal.
- Restocked shelves, monitored inventory levels, and ensured timely replenishment of fast-moving items.
- Promoted in-store offers and loyalty programs to drive sales and customer engagement.
- Supported store operations, including opening/closing procedures, shift coordination, and basic reporting tasks.
- Collaborated with team members to meet daily sales targets, and ensure smooth store functioning.
- Adhered to company policies, safety protocols, and customer service standards to maintain a professional and ethical work environment.
Education
Master of Commerce -
Veer Narmad South Gujarat University
Surat, Gujarat, India06-2018
Bachelor of Commerce -
Veer Narmad South Gujarat University
Surat, Gujarat, India06-2016
Skills
- Customer service excellence
- Sales and upselling techniques
- Product knowledge and sourcing
- Store maintenance and organisation
- Marketing and promotion
- Basic financial management
- Team collaboration and leadership
- Inventory management
- Customer engagement
- Time management
- Adaptability
Languages
English
Full Professional
Hindi
Full Professional
Gujarati
Native/ Bilingual
References
References available upon request.
Timeline
Customer Service Representative (CSR)
BP North Perth
11.2024 - Current
Retail Store Format Manager
Shall
11.2022 - 03.2024
Store Member
Archies Gallery
03.2020 - 10.2022
Team Member
Big Bazaar
07.2018 - 02.2020
Master of Commerce -
Veer Narmad South Gujarat University
Bachelor of Commerce -
Veer Narmad South Gujarat University
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