Summary
Overview
Work History
Skills
Accomplishments
Affiliations
Timeline
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Brittany Daignault

Tampa,FL

Summary

Positive and driven service coach with a passion for empowering others and creating a motivating team environment. Known for high productivity and a supportive coaching style that helps individuals grow and succeed. Skilled in customer service training, performance analysis, and both team and individual development. Strong communicator with a focus on delivering clear, actionable feedback. Committed to continuous improvement, strong team dynamics, and driving meaningful results through collaboration and encouragement.

Overview

18
18
years of professional experience

Work History

Service Coach

KDS Service Coach | Liberty Mutual
Tampa, FL
01.2023 - Current
  • Coach and develop representatives to improve performance, customer experience, and adherence to company processes and procedures.
  • Monitor and review calls, providing constructive opportunities, and actionable insights.
  • Facilitate training sessions focused on processes and procedures, compliance, and coverage knowledge.
  • Support team members in developing skills related to retention, leads, upselling, and policy rewriting.
  • Identify performance indicators, and help agents meet targets.
  • Drive continuous improvement by sharing feedback, recognizing strengths, and addressing areas for improvement.
  • Encourage and support team members in embracing the journey through change, and fostering adaptability.
  • Participate in Teleperformance team call calibration sessions to ensure consistency and quality standards across the team.

Customer Service Representative

Liberty Mutual Insurance
Tampa, FL
02.2021 - 11.2023
  • Handled customer inquiries and policy changes with a focus on retention.
  • Identified cancellation risks and offered tailored solutions to retain business.
  • Generated leads and upsold additional products.
  • Processed policy rewrites to support customer retention, including state-to-state transfers, customer saves, divorce situations, and new business policies for personal lines of business.
  • Resolved complex customer issues, and escalated concerns.
  • Provided peer coaching to support performance improvement and skill development.

Head Cashier

Sprouts Farmers Market
Tampa, FL
08.2020 - 02.2021
  • Led front-end operations, ensured smooth checkout operations, and excellent customer service.
  • Trained and supported new cashiers on register procedures, customer engagement, and store policies.
  • Handled customer concerns and escalations professionally, maintaining a positive shopping experience.

Sales Lead

The Body Shop
Tampa, FL
11.2018 - 08.2020
  • Delivered personalized skincare consultations to drive product recommendations and improve customer satisfaction.
  • Maintained knowledge of product ingredients and benefits to educate customers and support ethical brand values.
  • Supported daily store operations, including inventory, merchandising and POS transactions.
  • Contributed to monthly goals through client engagement and upselling strategies.

Sales Lead

Old navy
Tampa , FL
11.2007 - 09.2017
  • Resolved customer complaints in an efficient manner while maintaining quality standards.
  • Provided training sessions for new employees on sales techniques, procedures.
  • Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
  • Top credit card application processed by employee.

Skills

  • Performance monitoring
  • Coaching techniques
  • Training facilitation and group discussions
  • Customer service and retention
  • Feedback delivery both verbal and written
  • Problem-solving abilities and continuous skill building
  • Continuous improvement

Accomplishments

COE in 2023 and 2024

DEI Champion 2022-2023, CI Champion 2022-2023

3 Quarterly Top Agent impacts in 2023 and multiple All Star monthly wins 2022-2023

Affiliations

  • Participated in Serve with Liberty in 2023 and 2024, as well as the Valor Carry The Load walk in 2025, supporting veterans.
  • Awarded a grant to donate to a nonprofit of choice in recognition from Torchbearers for logging volunteer hours.

Timeline

Service Coach

KDS Service Coach | Liberty Mutual
01.2023 - Current

Customer Service Representative

Liberty Mutual Insurance
02.2021 - 11.2023

Head Cashier

Sprouts Farmers Market
08.2020 - 02.2021

Sales Lead

The Body Shop
11.2018 - 08.2020

Sales Lead

Old navy
11.2007 - 09.2017

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Brittany Daignault