Disakshi User
@disakshiuser
Business transformation and process improvement advisor driving data-led KPI performance in regulated financial services.
United KingdomWhat I'm looking for
I’m a curious, driven MSc International Business graduate who brings hands-on experience delivering process improvement and operational transformation in FCA-regulated environments. At HSBC, I redesigned customer handling protocols using structured root-cause analysis to reduce repeat contacts by ~15%, while sustaining 110–120% KPI performance with 95%+ accuracy across mortgage, fraud, and account restriction cases. At Hinduja Global Solutions (HMRC), I delivered operational transformation in high-volume tax enquiries, achieving 92% first-contact resolution with zero procedural escalations.
I also strengthen transformation decisions with data and technology evaluation. In my MSc dissertation, I assessed AI-enabled and digital technology deployments across 15+ global supply chain programmes, building business cases, ROI frameworks, and transformation roadmaps to weigh operating model improvements and adoption risks. I’m comfortable owning workstreams, communicating with stakeholders, and translating insights into structured, client-ready deliverables—whether in consulting-style projects or strategy presentations.
Experience
Work history, roles, and key accomplishments
Redesigned customer handling protocols in an FCA-regulated environment using structured root-cause analysis, reducing repeat contacts by ~15% across 80–100+ daily cases. Maintained 110–120% KPI performance for resolution rate, handling time, and compliance metrics while delivering 95%+ accuracy across mortgage, fraud, and account restriction cases.
Customer Service Advisor (HMRC Campaign)
Hinduja Global Solutions
Nov 2025 - Dec 2025 (1 month)
Delivered operational transformation for high-volume HMRC tax enquiries, achieving 92% first-contact resolution and zero procedural escalations. Demonstrated regulatory change compliance and rapid process improvement from day one.
Retail Associate
TK Maxx
Oct 2024 - Jan 2025 (3 months)
Supported a 10–12% sales uplift during peak trading by identifying customer needs, recommending suitable products, and maintaining service standards in a high-volume retail environment.
Education
Degrees, certifications, and relevant coursework
University of Birmingham
Master of Science (MSc), International Business
2023 - 2024
Grade: Merit
Earned an MSc in International Business with Merit, covering topics such as international strategy, global operations and supply chain management, and business data analytics.
University of Science and Technology
Bachelor of Science (BSc), Food Science & Technology
2018 - 2022
Grade: Merit
Completed a BSc in Food Science & Technology with Merit, including quantitative consumer research applied to market positioning, pricing analysis, and growth opportunity identification.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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