John Clayton Sales and Training Manager

Strategic Planning~ Staff Development ~ Team Leadership

Experienced, driven sales and training manager with keen understanding of client, staff, and customer needs. Regularly recognized for outstanding achievement in teamwork, sales, and customer service, including ‘Top Quality’ Territory, 3 times Sales Specialist of the Quarter. Excellent communication and presentation skills. Areas of Expertise include:

Planning & Forecasting

Cross-Functional Team Development

Curriculum Development

Key Metric Growth

Budget Management

Performance Evaluation

Multimedia Presentations

Leadership & Staff Training

Problem Resolution

Experience & Notable Contributions

ADVANTAGE SOLUTIONS PARTNERS · El Segundo, CA · 2009 - Present

North America’s fastest growing promotions and experiential agency, ranked #1 by Advertising Age.

Regional Manager AT&T and DIRECTV Residential Core Teams

Supported AT&T centers supported by my team saw growth in key metrics that outpaced unsupported centers each year from 2019.

DIRECTV saw their video sales grow from 98.7% in 2021 to 119.3% to target in 2022

Guided team from 100% in center face-to-face support to 100% virtual support, while continuing to hit targets during 2020 lockdown

Managed and Developed a team of 16 Territory Managers responsible for improving key metrics in over 100 contact centers domestically and abroad

Utilized root analysis to better target opportunities which led to client successes and in turn led to growth of team from 9 to 16 territory managers.

Evaluate and Review Territory Managers’ daily tasks to guarantee synchronization with clients KPIs

Improved lateral communication and best practice exchanges while eliminating isolating of skill sets

Developed Territory Manager new hire curriculum to make sure a consistent message was being delivered across all centers and lines of business

Territory Sales & Training Manager for AT&T/DIRECTV Campaign

Responsible for improving customer experience metrics from greeting to good-bye; including discovery around initial inquiry, to conversational discovery that leads to making sure every need is met.

Led call calibrations guiding level 1 and level 2 managers helping improve through self-identification of opportunities.

Conducted Train-The-Trainer programs with center leadership teams to ensure proper delivery and coaching was being executed

Developed and implemented trainings, evaluations, and programs that increase knowledge and understanding of AT&T suite of products, ultimately resulting in significantly increased sales and customer satisfaction.

Created successful Award and Recognition programs for frontline and leadership teams that drove both enthusiasm and productivity

Chosen to lead special project team deployed to targeted opportunity centers across multiple partners.

Drove product knowledge proficiency for excellent customer service and sales growth for DIRECTV, Broadband, and Mobility products through partnership with AT&T, CenturyLink, Verizon, ViaSat, and Cincinnati Bell both domestically and abroad.

Developed and adjusted training curriculum to meet key performance indicators (KPI) and maximize profitability by aligning AT&T DIRECTV objectives with client call centers.

Lead one-on-one and classroom-based sales and product trainings for call center personnel, from production agents to leadership.

Developed DIRECTV University, a management training program adopted by all CenturyLink call centers to enhance a consistent leadership message and customer experience

VERIZON WIRELESS · Columbia, SC · 2001-2008

The largest wireless telecommunications provider in the United States

Senior Technical Trainer

Led location technical training team, monitored performance, and proposed areas of improvement for a variety of product initiatives.

Recognized for having highest post training revenue increases

Monitored and managed training deployment and impact for all technical staff and product roll-outs.

Developed and Implemented the Global Travel and Technical Support training program.

Observed and provided feedback trough coaching of multiple levels of staff to deliver better hard and soft skills.

Led classes for new hires, new products, systems updates, and refresher programs for management to frontline staff.

Developed job aids to align campaigns with business needs including call flow, best practices, and sales disclosures.

THE BABCOCK CENTER · Columbia, SC · 1999-2001

Non-profit organization that provides loving homes with caring and dedicated staff, vocational training and work opportunities

Senior Industrial Services Representative – Procured Contract Work for Developmentally Disabled Clients

WOLO-TV 25 · Columbia, SC · 1991-1999

ABC affiliate in the Columbia, SC market

Creative Services Writer/Producer – Created/produced all commercial and promotional material for the station

Education

Bachelor of Arts

Humanities and Social Sciences

UNIVERSITY OF SOUTH CAROLINA Columbia, SC

Certifications

Training Design & Development

MIDLANDS TECHNICAL COLLEGE 2006

Certified Technical Trainer (CTT) 2008

Diversity Collaboration

ADVANTAGE SALES AND MARKETING 2012

Community Involvement

South Carolina Army National Guard

DEPLOYED DURING DESERT STORM, AWARDED ARMY COMMMENDATION MEDAL, RESERVE COMPONENT ACHIEVEMENT MEDAL, NATIONAL DEFENSE SERVICE MEDAL, SC GOVERNOR’S UNIT CITATION, ARMY SERVICE RIBBON, SC SERVICE RIBBON

Volunteer

CITY OF COLUMBIA’S MARTIN LUTHER KING CELEBRATION, CAROLINA CARILLON PARADE BOARD, GREATER COLUMBIA LITERACY COUNCIL, ST. PATRICK’S DAY FESTIVAL, MARCH OF DIMES, COLUMBIA JAYCEES

References

Curt Netland, Advantage Solutions, Sr VP, Client Services: 720-***-**** adun1r@r.postjobfree.com

Mary O’Keefe, Advantage Solutions, Sr Director, Client Services: 310-***-**** adun1r@r.postjobfree.com

Jeff Horvath, AT&T, Strategic Partner Manager 216-***-**** adun1r@r.postjobfree.com

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