Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
Rajasthan

Skills

  • 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

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SUSHANT CLLA