Summary
Overview
Work History
Education
Skills
COMMUNICATION
Timeline
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Brionna PENRO

Guntown,MS

Summary

Results-driven professional with over 13 years of combined experience in customer service and quality assurance, including 7 years in high-volume call center environments and 6 years as a Quality Technician in the automotive manufacturing industry (Toyota). Skilled in root cause analysis, inspection processes, and compliance . Proven ability to communicate effectively across teams, solve complex problems, and maintain high standards of quality and customer satisfaction. Strong attention to detail, data-driven decision making, and a commitment to continuous improvement. Gathering, collecting, tracking data collection.

Overview

13
13
years of professional experience

Work History

Quality Technician

Quality Tech Support
02.2019 - Current
  • Inspecting systems and equipment, identifying problem and root cause, troubleshooting and finalizing a solution.
  • Requesting and assisting with repairs.
  • Performing preventative maintenance to keep systems reliable.
  • Documents, processes, and maintain service records.
  • Maintaining a clean environment
  • Maintaining the proper amount of stock necessary for everyday use.
  • Certified forklift driver
  • experience in gathering, collecting, tracking data collection.

Customer Service Representative

Cadence Bank
08.2015 - 02.2019
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service. Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues

Customer Service Representative

N.E.W Call Center
07.2012 - 08.2015
  • Managed a high call volume of incoming calls in a fast-paced Call Center environment, provided accurate and satisfactory answers to the customers' questions and concerns to ensure quality service was provided, Reviewed the customers' accounts online and updated demographic information

Education

High school Diploma - undefined

Tupelo High School
Tupelo, MS
05.2011

Skills

  • Ability to quickly assess information and make decisions
  • Ability to multitask, navigate multiple computer systems
  • Possess Excellent Verbal and Written Communication Skills
  • Experienced Customer Service Representative
  • Possess the knowledge and ability to problem solve
  • Reliable, Dependable, Organized, and Possess Excellent Time Management
  • Ability to Work Professionally Under Pressure
  • Proficient with Microsoft Office, Word, Outlook
  • Data Collection
  • Measurement System Analysis (MSA)
  • Use of Micrometers, Calipers, CMMs
  • Non-Conformance Reporting (NCR)
  • Corrective and Preventive Actions (CAPA)
  • Process Auditing
  • Calibration Procedures
  • Microsoft Excel (Pivot Tables, Data Analysis)
  • Minitab or other statistical analysis software
  • Quality Management Systems (QMS)

COMMUNICATION

  • Communicated clearly and effectively with customers in fast-paced call center environments, handling high call volumes while maintaining professionalism and empathy
  • Resolved customer concerns and inquiries with strong active listening and problem-solving skills, resulting in high customer satisfaction and retention
  • Maintained positive, professional communication across departments to ensure alignment on quality standards and production goals
  • Reported quality issues to supervisors and cross-functional teams using clear, concise documentation and verbal updates
  • Translated technical data and inspection results into understandable terms for non-technical stakeholders and team members
  • Delivered quality-related feedback to production teams to prevent recurring issues and ensure continuous improvement
  • Collaborated with engineers, team leads, and supervisors on root cause analysis and corrective actions
  • Prepared detailed quality inspection reports and participated in meetings to communicate findings and recommendations
  • Trained and mentored team members on effective communication protocols and standard operating procedures

Timeline

Quality Technician

Quality Tech Support
02.2019 - Current

Customer Service Representative

Cadence Bank
08.2015 - 02.2019

Customer Service Representative

N.E.W Call Center
07.2012 - 08.2015

High school Diploma - undefined

Tupelo High School