Advancing from a sales representative to the site director of a customer service call center, Clayton Cooper has effectively met customer and employee's needs for the past 17 years.
"By truly caring about the personal and professional lives of my staff, I feel that I not only help them to achieve business success, but I also add richness and value to my own life," says Cooper, now site director for TeleTech's local operations.
Cooper started as a sales representative with MCI in 1992 and worked his way up, consistently performing in the top percentages of sales and leadership. As a senior training manager, he developed the new-hire curriculum used for 12,000 sales representatives nationwide. He's evaluated, managed and started call centers from the ground up.
In 2007, he became service delivery director for TeleTech and hired a management team to support one client. That team then hired and trained 400 customer care employees to meet that client's needs within a short period of time.
With that success, other clients were brought in, and the company grew.
"I have been a part of some great teams in my life, but I have never seen a small group of management come together like this team," Cooper says. "I am proud of each and every one of them and of the achievements we have reached together as a team."
Consistent affirmation of his team is a critical aspect of Cooper's leadership style. "I am a firm believer in engaging employees to play a part in the planning and problem-solving process," he says. "I am constantly reminding those who work around me of their accomplishments and do my best to daily reward people's achievements in public."
Setting standards, measuring results and offering constant feedback helps him mentor his employees to reach their potential.
"I have found that you must understand the needs of your people and show how those coincide with the needs of the organization," he says.
Cooper also uses his leadership skills to help the community. He is a deacon at the Riverside Road Church of Christ and a board member of the Spokane R-VII School District.
He views his role within the school district as that of a "little rudder" but one that can eventually move the large ship of society.
"I have learned that whether leading 900 employees or attempting to influence members of a board, one must lead by example with courage and passion, or you won't be leading or influencing anyone," Cooper says.
This installment of Springfield Business Journal’s Architects & Engineers Project Report showcases 26 endeavors by area design and engineering professionals.
