Burhan Mapara

At Citizens Advice, I excelled as an IT Assistant, delivering comprehensive technical support in a fast-paced and evolving tech environment. I was responsible for installing and configuring software, managing user accounts, and conducting system upgrades. My proactive approach to resolving technical issues, coupled with a strong focus on customer satisfaction, enabled seamless IT operations and contributed to achieving smooth organisational workflow. Key responsibilities • Troubleshooting IT issues promptly and efficiently, ensuring minimal disruption to workplace operations. • Resolving employee tickets and complaints with precision, maintaining high levels of user satisfaction. • Maintaining and upgrading existing hardware devices to ensure optimal performance and reliability. • Installing new software and collaboration tools, enhancing productivity and communication. • Diligently maintaining company assets, including laptops, computers, storage devices, and peripherals, ensuring they are in peak condition. • Securing company digital assets and business data, implementing robust cybersecurity measures to protect sensitive information

Responsible for delivering top-notch customer service at Westfield White City, one of the company's busiest and high-profile stores. Prioritising customer satisfaction, I maintained high shop floor standards to attract and retain customers. My responsibilities included multitasking, working independently, and collaborating within a team to achieve sales targets. Thriving under pressure, I excelled in the fast-paced retail environment. Key responsibilities • Ensuring exceptional customer service via mystery shopper evaluations; previously achieved 100% on a mystery shopper assessment. • Driving sales growth and increasing average spend per customer by strategically managing key lines at tills. • Taking ownership of assigned tasks and executing them efficiently and effectively. • Strengthening brand value by actively enrolling customers in the company's loyalty program. • Handling customer complaints, refunds, and cash transactions with precision. • Maintaining store vigilance and promptly reporting any issues to security/management. • Conducting end-of-day recovery operations to uphold impeccable housekeeping standards. • Continuous stock replenishment and unwavering commitment to customer availability, offering alternatives, implementing link selling strategies, and ensuring customer satisfaction.

Thriving in a demanding retail setting, I demonstrated excellence at Enfield Superstore, a prominent store, delivering exceptional customer service in the dynamic and COVID-19-affected atmosphere. Focused on customer satisfaction, I upheld shop floor standards, managing various responsibilities from shelf stacking to adapting to evolving norms and achieving company sales targets. Key responsibilities • Navigate and adapt to the fast-paced retail environment, overcoming challenges posed by COVID-19 measures. • Drive sales growth and optimise average spend per customer by strategically managing key lines. • Take ownership of tasks, ensuring efficient and effective execution in the dynamic retail landscape. • Actively contribute to strengthening brand value by engaging customers in the loyalty program and adapting to new norms. • Address customer concerns, process refunds, and manage cash transactions with precision in a high-paced setting. • Maintain vigilant store operations, promptly reporting issues to security/management relating to availability and keen focus on driving down company shrinkage, theft and damage metrics • Execute end-of-day operations efficiently, upholding impeccable housekeeping standards during the pandemic era. • Implement continuous stock replenishment, prioritising customer availability, and employ strategic sales training to guarantee customer satisfaction.