Brionna PENRO

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.

• 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