Executive Summary

I work with service businesses whose customer journey has become harder to manage as they grow. Together we find the bottlenecks, agree what matters most and build a plan the team can actually run.

Before consulting I led operations teams in logistics and professional services. That experience keeps my recommendations grounded: every change is prioritized by effort, customer impact and who will own it.

• 14+Years Experience
• 85+Engagements
• 12Industries Served
• 28%Avg. Cost Saved
• 94%Would Rehire

Consulting Experience14+ Years Experience

1. 2019 – PresentRA
   Principal Consultant · Rivera Advisory

   Customer journey and operations engagements for 85+ service businesses across the UK and Europe.

2. 2015 – 2019N
   Senior Manager, Operations · Northgate Partners

   Led operating model redesigns for professional services clients and built the firm’s diagnostic method.

3. 2012 – 2015S
   Head of Customer Operations · Swiftline Logistics

   Ran a 60-person customer operations team and halved complaint resolution time.

4. 2010 – 2012M
   Business Analyst · Meridian Group

   Process mapping and performance reporting across finance and service teams.

Key Achievements

• 85+Engagements delivered for service businesses
• 28%Average operating cost reduction
• 76%Fastest onboarding time improvement
• 94%Clients who would hire again