Kayli Sears

Accomplished and growth-focused professional with extensive experience in remotely optimizing sales processes, boosting operational efficiency, and driving revenue growth. Experienced in leading and developing high-performing sales teams to achieve strategic business goals. Excel in coaching and mentoring sales teams, analyzing performance data, and implementing strategic initiatives to improve conversion rates and customer satisfaction.

Adept at analyzing data and collaborating cross-functionally to identify and close performance gaps. Skilled in fostering team motivation and facilitating effective change management to enhance operational efficiency. Proficient in heading business transitions, streamlining quality assurance standards, and fostering a high-performance sales culture.

Known for identifying opportunities for improvement and collaborating cross-functionally to address performance gaps.

New Patient Sales and Service - AdvancedRx - Remote

(2025-03)

Communicated directly with new and existing patients by phone to process a high volume of customized prescription orders while delivering exceptional customer service. Ensured accurate order processing, provided clear guidance on medications and services, and maintained a high level of patient satisfaction through professional, efficient, and compassionate support.

• Consistently met or exceeded call center metrics while maintaining high standards of productivity, accuracy, and customer satisfaction.
• Adapted quickly to changing priorities, effectively managing workload and reprioritizing tasks with minimal supervision.
• Demonstrated strong time management, organization, and attention to detail while maintaining accuracy in a fast-paced environment.
• Maintained a positive, professional attitude under pressure while communicating proactively with peers and leadership.
• Successfully balanced independent work and teamwork, embracing challenges and contributing to overall team success.

Sales Operation Manager I - Wayfair LLC - Remote

(2021-11 - 2024-04)

Monitored calls and chat interactions to review quality assurance standards. Provided feedback for improving soft skills and sales techniques. Guided and led teams during strategic business transitions to ensure clear communication of changes and gathering input for senior management.

Collaborated with team members to identify performance gaps, develop tailored improvement plans, and provide constructive feedback. Facilitated pilot programs aimed at improving agent-customer interactions and assisted agents in addressing escalated customer concerns effectively.

• Achieved an 18% increase in revenue and a 15% rise in conversion rates in the first quarter by fostering a motivated and successful online sales team.
• Delivered comprehensive coaching and development through one-on-one meetings, shadowing sessions, and team gatherings to drive sales success.
• Increased 17% in customer satisfaction by leading the analysis and interpretation of sales performance data.
• Earned two nominations for Sales Manager of the Year, showcasing exceptional leadership and achievements in sales operations.
• Exceeded performance targets while maintaining an outstanding employee satisfaction rating (NPS) of 80% or higher.

Team Lead - Wayfair LLC - Remote

(2018-09 - 2021-11)

Coordinated leadership activities as Inbound Sales Team Lead by managing three successful teams concurrently. Delivered escalation support and resolved complex pricing inquiries while facilitating Help Desk assistance. Supported planning and execution of POD outings to foster team cohesion and communication.

• Attained seamless operations and maintained high-performance standards by supervising three teams of up to 15 agents per team.
• Drove significant improvements in team engagement through innovative activities and motivational leadership.
• Boosted team morale and productivity by organizing interactive games and activities to enhance engagement.

Inbound Sales Consultant - Wayfair LLC - Remote

(2016-12 - 2018-09)

Provided top-notch customer service to boost satisfaction and loyalty. Conducted thorough customer consultations to identify requirements and suggest appropriate products. Employed industry-best practices to nurture client relationships and drive repeat business.

• Earned a consistent position in the top 10% for monthly revenue generation.
• Achieved high customer retention and satisfaction by consistently delivering outstanding service.
• Improved sales strategies and addressed customer concerns through effective collaboration with team members.
• Attained a conversion rate of over 55% by effectively managing inbound sales and converting inquiries into purchases.

Staffing Consultant - Express Employment Professionals - Bryan, TX

(2014-06 - 2016-07)

Engaged in comprehensive communication with clients to accurately determine recruitment requirements. Mastered assessment of candidate skills and behavioral attributes to ensure optimal fit. Provided coaching and guidance to enhance employee performance and satisfaction.

• Delivered efficient recruitment processes for professional and administrative service roles across multiple clients, ensuring optimal staffing solutions.
• Drove workforce alignment and operational success by managing staffing for 20+ employees across five client companies.
• Executed recruitment for various call center positions, emphasizing effective sourcing and selection to meet client demands.

Sabbatical - Personal

(2024-04 - 2025-03)

From Apr 2024 to March 2025, focused on personal health recovery and preparation to reenter the workforce.

Associate of Arts - Psychology - Blinn College