When customer experience problems start hurting the business, I help fix them.
Maybe your onboarding process isn't working as well as it should. Support issues keep pulling product and engineering away from their work. Or the business has grown, but the way you work with customers hasn't kept up.
Whatever the issue, it's creating headaches beyond the CX team.
You know something needs to change. What's less obvious is what to fix, how to fix it, and who has the time or expertise to make it happen.
That's where I come in.
I've spent 20+ years building, leading, and improving customer operations. I help companies figure out what's going wrong, decide what needs to change, and actually make those changes.
Sometimes it's a process problem. Sometimes it's a people or technology problem. Often it's a combination of things that nobody has had the time to untangle.
I take on specific projects, working with your team to get things running better. The goal is a better experience for your customers, fewer headaches for your employees, and customer operations that support the business as it grows.
If you've got a CX problem that needs some experienced attention, let's talk.
Let’s talk.
30 minutes to hear what's going on, what you're trying to fix, and whether I can help.
About me
I'm Lara Frankovitch, the person behind Trek Advisory Group.
I've spent more than 20 years working at the intersection of customers, technology, and business operations. A lot of that time has been spent figuring out why something isn't working as well as it should and doing something about it.
I've worked in early-stage startups and larger companies, often in roles where the playbook didn't exist yet or the old one had stopped working.
A few highlights:
Employee #1 at two startups, helping build customer-facing operations from the ground up.
Former Head of Customer Success at Arbor, an early-stage software company.
Led global customer and technical support at Greenhouse.
Stepped in as interim head of Patient Care at Alto Pharmacy.
I've built teams, improved processes, introduced new tools, worked through messy cross-functional problems, and helped companies adapt as their needs changed.
I'm comfortable getting into the weeds, asking a lot of questions, and working with people across departments to get things done.
I particularly enjoy the problems where everyone knows something needs to be fixed, but nobody quite knows how to tackle it.
Credentials:
Project Management Professional (PMP)
Lean Six Sigma Green Belt
Harvard Leadership Development Program
Electrical Engineering, Bucknell University