Travis Flack
Maple Grove,MN
Summary
Extremely motivated and dependable problem-solver with 20 years customer service, management, and small business operation knowledge seeking opportunity utilizing exceptional people skills, technical ability, & self-discipline.
Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Overview
13
13
years of professional experience
Work History
Leader of Training & Development
API GARAGE DOOR
05.2023 - Current
- Established dedicated training spaces and developed SOPs for key tasks
- Onboarded our first Field Training Leaders and oversaw the creation of our video training library
- Revamped the onboarding and check-in processes for new team members
- Designed reporting tools for our weekly Toolbox Talks
- Continuously identified and applied new tools and skills to optimize our training initiatives
- Focused on fostering a culture of continuous learning and ensuring the scalability of training across all levels of the organization
- Managed new employee orientation training process for new team members.
Service Manager
TWIN CITY GARAGE DOOR
10.2018 - 05.2023
- Coordinated all service work, including the scheduling, invoicing, estimating, parts orders, etc
- Checked and submitted all time sheets from my team
- Took incoming calls/service requests
- Performed regular reviews of all team members
- Completed monthly safety audits for all field team members
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Monitored service staff performance and provided feedback for improvement.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
Application Support Specialist
API GROUP INC
04.2013 - 10.2018
- Familiar with business practices and idiosyncrasies
- Expert end user of ticketing system
- Fully understand each issue and request
- Support continuous growth of Field Service application
- Document baseline capability procedures
- Facilitate application upgrades and testing
- Track and report company health checks and performance
- Code builds and code promotions
- Involved in all testing procedures and wrote test cases and scenarios for development team.
- Provided training to end users on new and updated systems and software.
Service Support Specialist
JAMAR COMPANY
11.2011 - 04.2013
- Provide training and support to technicians and back office
- Assist with the invoicing process
- Back-up dispatch duties
- Support Service dept
- SOPs
- Conduct customer service surveys
- Observe, measure, and report on metrics
- Actively participate in programs/initiatives designed to enhance the overall good of the company
Education
business management and technology
UNIVERSITY OF MINNESOTA DULUTH
Duluthgeneral education requirements
MESABI RANGE COMMUNITY & TECHNICAL COLLEGE
Virginia, MNSkills
- Customer Service
- Troubleshooting
- Scheduling & Dispatch
- Software Configuration
- Video Creation and Editing
- Technical Document Creation
- Learning management systems
- Compliance training
- Career development
Leadership Experience
At APi Group our company purpose was 'Building Great Leaders'. We routinely attend seminars/workshops to build and reinforce leadership skills. My time spent as Service Manager for the New Hope and White Bear Lake branches at Twin City Garage Door had me overseeing 20+ team members. As Leader of Training and Development I made 'Building Great Leaders' a focus for all team members, leading to us winning APi Group's first Building Great Leaders award in 2024.
Communication Skills
During my first IT project at APi my position involved traveling to our companies across the US to train our service application software use to our employees in a classroom setting. As Leader of Training & Development I am regularly in front of our entire company via live stream or video to communicate announcements, training, etc.
Timeline
Leader of Training & Development
API GARAGE DOOR
05.2023 - Current
Service Manager
TWIN CITY GARAGE DOOR
10.2018 - 05.2023
Application Support Specialist
API GROUP INC
04.2013 - 10.2018
Service Support Specialist
JAMAR COMPANY
11.2011 - 04.2013
business management and technology
UNIVERSITY OF MINNESOTA DULUTH
general education requirements
MESABI RANGE COMMUNITY & TECHNICAL COLLEGE
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