Melissa Pajot
Benton Harbor,MI
Summary
Project Manager with a proven track record at Whirlpool, excelling in advanced problem-solving. Spearheaded key projects, such as the Policy Adjustment and Extended Limited Warranty projects, while enhancing customer satisfaction through continuous improvement initiatives. Expert in data review and presentations and committed to driving efficiency and excellence.
Overview
9
9
years of professional experience
Work History
Project Manager, Analyst
Whirlpool
Benton Harbor, MI
05.2023 - Current
- Successfully managed Policy Adjustment (PAD) project
Analyze PAD data - Create and present PAD Cause and Effect diagram
- Create Warranty and Liability presentation
- Manage Extended Limited Warranty (ELW) project and workstreams
- Pull and analyze data for ELW project
- Provide support for Salesforce Project
- Provided process support for Resegmentation Project
- Provided process support for Safety Questionnaire project
- Scheduled and facilitated meetings for Return to Whirlpool (RTW) project stakeholders
- Identify Continuous Improvement (CI) initiatives
- Provided support for Resolution and Home Delivery Value Streams
- Assisted in updating Resolution Value Stream page
Complete Master Intake Of Business (MIOB) requests
Process/Continuous Improvement Senior Specialist
Whirlpool
Benton Harbor, MI
11.2020 - 05.2023
- Provided support for Home Delivery and Resolution Value Streams
- Support team chats on Hypercare days by providing knowledge and SOP/QRG information to agents
- Review continuous improvement and process change ideas that have been submitted via MIOB or Value Streams
- Work with Change Management and submit communications when projects are completed
- Assist with process audits
- Use continuous improvement knowledge to increase Customer 5 star and reduce Customer effort
- Assist in facilitating Simple CI
- Facilitate Lunch & Learn
US PEX Home Delivery
Whirlpool Call Center
Benton Harbor, MI
09.2018 - 11.2020
- Handle Order Management of Consumer Services Product Exchange (PEX) Orders
- Point of Contact for Customers and LDC Operations Team regarding PEX Home Delivery
- Resolve escalated files
- Train members of PEX Home Delivery Team
- Provide PEX team with Home Delivery updates and necessary training
- Work with teams to LEAN out the Home Delivery process
PEX Senior Specialist
Whirlpool Call Center
Benton Harbor, MI
05.2018 - 09.2018
- Qualify files for exchange based upon policy toolkit
- Negotiate with Customers regarding product type and/or fees to be paid
- Verify stock and orderability of product
- Process Product Exchange, Dealer Credit, and Buyback orders
- Provide support to Executive team, Social Care, Connected and Safety Team by cross training them on basic PEX tasks
Safety Senior Specialist
Whirlpool Call Center
Benton Harbor, MI
08.2016 - 05.2018
- Speak with customers to find acceptable resolutions for major appliances with potential safety concerns
- Follow up on active files
- Review files and technician notes
- Handle escalated safety emails
- Return incoming voicemails in a timely manner
Lowe's TCT Correspondence
Whirlpool
Benton Harbor, MI
09.2015 - 08.2016
- Address Lowe's Customer Service inquiries quickly and accurately
- Contact service companies to follow up on consumer files
- Negotiate dates of service with Customers
- Utilize resources to ensure servicers receive parts within timely manner
- Assist Parts Express team with placing orders
- Train new team members
Education
MBA - Business Administration
University of Phoenix
Online2005
Bachelor of Science - English Language And Literature
Northern Michigan University
Marquette, MI2000
Black Belt Training Course - Business
OpEx
Whirlpool 04.2024 - 07.2024
Skills
- Advanced problem solving
- Proficient in Minitab
- Service Bench knowledge
- Advanced understanding of SAP systems
- Strong knowledge of Google and Lucidchart
- Data Analysis, mapping, and presentations
- Basic training in Qualtrix
Timeline
Black Belt Training Course - Business
OpEx
04.2024 - 07.2024
Project Manager, Analyst
Whirlpool
05.2023 - Current
Process/Continuous Improvement Senior Specialist
Whirlpool
11.2020 - 05.2023
US PEX Home Delivery
Whirlpool Call Center
09.2018 - 11.2020
PEX Senior Specialist
Whirlpool Call Center
05.2018 - 09.2018
Safety Senior Specialist
Whirlpool Call Center
08.2016 - 05.2018
Lowe's TCT Correspondence
Whirlpool
09.2015 - 08.2016
MBA - Business Administration
University of Phoenix
Bachelor of Science - English Language And Literature
Northern Michigan University