SUSHANT CLLA
Christchurch
Summary
Experienced retail sales and customer service professional transitioning into IT security field. Pursuing CompTIA Security+ and Microsoft SC-200 certifications with Graduate Diploma in IT & Cybersecurity. Strong problem-solving skills and client-focused communication. Seeking entry-level cybersecurity position to utilize technical training and commitment to service excellence.
Overview
9
9
years of professional experience
Work History
Customer Compliance Officer
Inland Revenue Department
11.2023 - Current
- Deliver proactive and reactive customer service across multiple channels, aligning with Inland Revenue’s values to support the economic and social wellbeing of New Zealand.
- Conduct detailed assessments of customer information to ensure compliance with tax laws and obligations.
- Investigate discrepancies in filings or accounts, and follow up with individuals and businesses to resolve outstanding issues and promote accurate reporting.
- Educate customers on their rights and responsibilities to encourage voluntary compliance through clear, respectful communication.
- Utilize data analysis tools and internal systems to identify patterns of non-compliance and support risk-based decision-making.
- Prepare detailed case documentation and compliance reports in accordance with Inland Revenue standards and legal frameworks.
- Collaborate with Legal Services to prepare and escalate cases for enforcement action in instances of serious non-compliance.
- Promote the use of digital self-service tools to enhance customer experience and streamline service delivery.
- Work cross-functionally with technical specialists and internal departments to resolve complex customer issues and deliver tailored solutions.
Retail Sales Assistant
Godfreys
02.2023 - 11.2023
- Delivered high-quality customer service by answering product questions, fulfilling requests, and guiding customers through the purchase process.
- Assisted customers in locating merchandise, joining loyalty programs, and selecting products tailored to their specific cleaning needs.
- Handled commercial customer accounts, including quoting for bulk orders and providing tailored solutions.
- Consistently met and exceeded sales goals through upselling, cross-selling, and personalized product recommendations.
- Maintained store presentation by organizing merchandise racks, restocking inventory, and ensuring display areas remained clean and attractive.
- Processed transactions efficiently using the POS system, including sales, returns, online orders, and gift card activations.
- Managed the cash register, handled cash accurately, applied discounts, and balanced the till at end of day.
- Trained and supported new staff on customer engagement, sales techniques, and store procedures.
- Built lasting customer relationships through friendly, attentive service, helping increase repeat business and brand loyalty.
- Monitored sales floor conditions and resolved visual merchandising issues to improve shopping experience.
- Contributed to team goals by supporting promotional campaigns, credit card applications, and donation drives.
Cyber Security Trainee
Kordia Cyber Academy
11.2022 - 01.2023
- Gained practical exposure across core areas of cybersecurity, including threat detection, network defence, and incident response.
- Worked with security tools such as Microsoft Defender, Sentinel, Darktrace, and Tenable to understand real-time threat monitoring and vulnerability management.
- Learned foundational penetration testing techniques using tools like BloodHound, mitm6, and Kali Linux.
- Acquired hands-on experience with SIEM platforms, including Microsoft Sentinel and AlienVault USM, to monitor logs, detect anomalies, and investigate potential threats.
- Explored enterprise-level security frameworks and developed a strong understanding of endpoint protection, network visibility, and attack simulation tools.
- Developed basic reporting skills and documentation practices for security incidents and tool usage.
Information Security Intern
Security Lit
01.2022 - 11.2022
- Gained foundational knowledge of cybersecurity tools including Burp Suite, Nmap, Hydra, and FFUF for security scanning, brute-force attacks, and enumeration.
- Developed a strong understanding of web application security vulnerabilities, including SQL injection, XSS, CSRF, and authentication flaws.
- Studied and applied OWASP Top 10 standards to identify and test for common web application vulnerabilities.
- Performed hands-on testing of web applications using open-source tools in lab environments to simulate real-world threat scenarios.
- Built familiarity with vulnerability assessment workflows and security best practices for securing web-based platforms.
- Strengthened technical reporting skills by documenting identified vulnerabilities and recommending remediation strategies.
Retail Sales Assistant
Nick Scali
01.2021 - 12.2021
- Greeted customers and provided support with product inquiries, selections, and purchases in both in-person and phone interactions.
- Operated the POS system to manage sales, returns, online orders, and gift card activations with accuracy and efficiency.
- Maintained store presentation by organizing merchandise racks, rotating displays, and restocking items to ensure a visually appealing environment.
- Supported daily store operations including independent opening and closing procedures and preparing nightly cash drops.
- Addressed customer concerns and resolved issues in collaboration with shift managers to ensure customer satisfaction.
- Promoted customer engagement by assisting with reward program sign-ups and offering personalized service to meet individual needs.
- Monitored sales floor conditions and took initiative to resolve display or stocking issues.
- Built strong relationships with customers to drive loyalty, repeat business, and positive brand impressions.
- Responded to queries regarding store policies, pricing, and product availability to support informed purchasing decisions.
Store Manager
Furniture Zone
10.2016 - 10.2020
- Oversaw inventory management, cash control, and daily opening/closing procedures to ensure smooth store operations.
- Led and motivated store staff in a fast-paced environment, using clear communication and regular feedback to maintain team performance and morale.
- Managed point-of-sale (POS) systems, including daily reconciliation and transactional accuracy.
- Optimized merchandise layout and in-store displays to highlight new arrivals and seasonal promotions, improving customer engagement and sales.
- Maintained accurate stock levels and organized the backroom to support effective ordering, rotation, and shrinkage control.
- Drove revenue growth by delivering exceptional customer service and enforcing company policies and retail best practices.
- Trained and coached sales associates in product knowledge, upselling techniques, and incentive programs, leading to higher customer satisfaction scores.
- Built rapport with customers to support retention, loyalty, and positive word-of-mouth.
- Assisted with recruitment, onboarding, and training of new employees to build a competent and reliable team.
- Oversaw purchasing, marketing, and customer account operations, ensuring alignment with sales goals and business objectives.
- Identified and escalated operational issues to upper management with detailed reporting and solutions.
- Reduced operational risks and improved forecasting accuracy by analyzing store data and performance trends.
Education
Graduate Diploma - Information Technology
Waikato Institute Of Technology
Bachelors Of Technology - Information Technology
Rajasthan Technical University
RajasthanSkills
- Cybersecurity Tools: SIEM, Microsoft 365 Defender, Azure
- Web Application Security and OWASP Standards
- Vulnerability Assessment and Penetration Testing
- Customer Service and Issue Resolution
- Retail and Consultative Sales Techniques
- Information Security and Network Security Fundamentals
- Digital Self-Service Promotion and Support
- Communication and Negotiation Skills
- Strategic Merchandising and Inventory Management
- Client Relationship Management and Upselling
Timeline
Customer Compliance Officer
Inland Revenue Department
11.2023 - Current
Retail Sales Assistant
Godfreys
02.2023 - 11.2023
Cyber Security Trainee
Kordia Cyber Academy
11.2022 - 01.2023
Information Security Intern
Security Lit
01.2022 - 11.2022
Retail Sales Assistant
Nick Scali
01.2021 - 12.2021
Store Manager
Furniture Zone
10.2016 - 10.2020
Graduate Diploma - Information Technology
Waikato Institute Of Technology
Bachelors Of Technology - Information Technology
Rajasthan Technical University
Similar Profiles
Tuionoula UeleseTuionoula Uelese
Customer Service Officer at Inland Revenue DepartmentCustomer Service Officer at Inland Revenue Department
Afsheen KabirAfsheen Kabir
Customer Service Officer- Level 1 at Inland Revenue DepartmentCustomer Service Officer- Level 1 at Inland Revenue Department
Amarjit SinghAmarjit Singh
Customer Service Officer at Inland Revenue DepartmentCustomer Service Officer at Inland Revenue Department
KETANKUMAR PATELKETANKUMAR PATEL
PACKING SUPERVISOR at COUPLAND'S BAKERIESPACKING SUPERVISOR at COUPLAND'S BAKERIES
Noah O’MalleyNoah O’Malley
Research Project at Hurunui District Council/ University of CanterburyResearch Project at Hurunui District Council/ University of Canterbury