Our capabilities
Targeted advisory across regulatory, operational, and customer-facing functions for precision and impact.
We design and implement structured complaint handling frameworks that ensure issues are captured, triaged, and resolved consistently across the business. From intake to escalation and closure, we bring visibility and control to how complaints are managed, reducing regulatory risk while improving customer outcomes.
We help organizations identify, assess, and manage risk across the full customer lifecycle. By aligning onboarding, monitoring, and escalation processes, we ensure customer risk is handled proactively and consistently, minimizing exposure and strengthening decision-making.
We bring structure to how third-party risk is managed across suppliers, vendors, and partners. From onboarding to ongoing oversight, we help you build processes that reduce risk exposure, improve accountability, and meet regulatory expectations.
We translate regulatory requirements into practical, operational processes. Rather than focusing on policy alone, we ensure your teams execute in a way that meets compliance standards day to day, reducing gaps between expectation and reality.
We identify and fix breakdowns in how issues move across teams, systems, and workflows. By addressing root causes and redesigning processes, we eliminate inefficiencies, reduce risk, and improve how your organization responds to problems.
We design scalable, end-to-end processes that connect customer experience, risk, and compliance. The result is a structured, consistent operating model that improves control, reduces friction, and drives better business outcomes.
Our Team
The minds behind Thirty Eight Advisory
co-founderEdona KurtolliEdona Kurtolli is an enterprise operations and risk leader with over 20 years of experience working with global organizations across the United States and Europe. She works in complex, high-stakes environments where risk, operations, and customer experience intersect. Her focus is on how organizations actually operate under pressure, not how they are designed on paper.
Working with executive leadership, Edona aligns teams, processes, and systems to reduce risk, resolve issues, and improve how organizations respond end to end. Her approach is direct, practical, and focused on results.
As Co-Founder of Thirty Eight Advisory, she helps companies take control of customer, supplier, and partner risk by improving how complaints, regulatory exposure, and operational challenges are managed across the lifecycle.
co-founderVenera AganiVenera Agani is a customer care and regulatory expert with over 20 years of experience across financial services and public sector institutions. She has led customer-facing operations at the Central Bank of Kosovo and played a key role in shaping consumer protection frameworks, complaint handling systems, and regulatory compliance practices.
Her work sits at the intersection of customer experience, compliance, and policy execution, with a strong focus on translating regulatory requirements into operational processes. She is recognized for building structured complaint management systems, and improving quality across institutions.
As Co-Founder of Thirty Eight Advisory, Venera brings deep expertise in complaints, compliance, and regulatory alignment, helping organizations strengthen control, reduce risk, and operate with clarity in complex environments.
Advisors Thirty Eight AdvisoryThirty Eight Advisory is supported by a global network of senior advisors who are brought in based on the needs of each engagement. This network allows us to extend beyond core capabilities and ensure the right expertise is applied to each industry without adding necessary layers.
Our advisors bring experience across regulatory environments, compliance frameworks and a wide range of risk domains for specific markets.
This model allows us to stay focused and execution driven while drawing on deep localized expertise in Europe, Asia, and United States of America. Whether navigating regulatory expectations in different countries or addressing industry specific risk challenges, we ensure the right people are involved to deliver outcomes that hold up in real environments.
How we operate
What this looks like in practice
We begin by assessing how complaints, risk and operations are handled today, identifying where processes break down between policy and execution. We then define and implement the structures needed to bring clarity, ownership, and control across the organization. The outcome is a consistent operating model that meets compliance requirements and improves how issues are managed end to end.