NRG People Power: Get To Know Marissa Park

Welcome to 2025, and the first edition of our People Power series this year. As we step into a new year with ambitious goals and a renewed dedication to Customer Experience, we take immense pride in celebrating the remarkable individuals whose passion and commitment lead the way. This month, we’re thrilled to spotlight Marissa Park, Manager of Client Services Readiness, and a recent recipient of the prestigious Women of Excellence Award.

“I love the challenge of taking something that isn’t built yet and creating from the ground up,” Marissa Park says with energetic cheerfulness. Her demeanor is at the same time dynamic and nurturing, and it was her can-do attitude toward life and work that got the attention of Lyesha Fletcher, VP of Business Customer Care, when she was looking to build a new role within NRG Business Client Services.

The department’s mandate was to prepare and monitor call center agents for exceptional customer interactions. But the existing new hire training programs were outdated and didn’t include any scope for career development or NRG’s evolving company culture. A complete overhaul that reflected the organization’s focus on a world-class customer experience was needed. Marissa got right to work in her new role by assessing resources, stripping down programs to their component parts, and putting them back together with additional coaching and analysis modules, built-in quality control, and the influence of company culture.

Today, new hires receive comprehensive training about NRG products, policies, and systems, preparing them to confidently meet customer needs. Beyond those foundations, the program is deeply rooted in our company culture and includes diverse opportunities for mentoring, development, and professional growth. Under her guidance, agents are not only prepared to tackle the challenges of a busy day of inquiries, but are also equipped to envision and work toward a dynamic career at the company.

And Marissa is just getting started.

If there’s one thing that Marissa attributes to getting her where she is today, it’s the value of seizing opportunities, or, as she calls them, blessings. Born and raised in Pittsburgh, she graduated high school and immediately entered the workforce, guided by a mentor who helped her become certified in computer network engineering. This early experience instilled in her the importance of following her instincts, being curious, building strong social and professional networks, and taking chances.

Her career trajectory – from IT to licensing as an insurance agent – took a turn into the energy industry when she had the opportunity for a contract job with Direct Energy. She was familiar with the company, having worked for a business that shared an office space with them, and had always thought the employees looked engaged and confident.

Guided by instinct, she made the leap, joining the national accounts sales team. Nearly a decade later, having learned the nuts and bolts of the industry from the ground up, she is paying those blessings forward in an innovative way.

In 2018, Marissa received the Direct Energy President’s Club Award, a pivotal moment that underscored the company’s belief in her potential. This early validation that she was “on the right track” fueled her drive to give a helping hand to others wherever she could.

As the co-chair of the NRG Business Resource Group “Believe”, founder of the Direct Energy Toastmaster’s Club “Power Up”, and national co-chair for BOLD (the Black Organization for Leadership and Development), Marissa has been instrumental in creating environments that foster growth, recognition, and support. Within her department, she has implemented several recognition programs, including awards, milestones, and welcomes, ensuring that employees feel challenged, inspired, and valued from day one.

Marissa’s commitment to community extends beyond her professional life. As a proud “boy mom” to three sons, she founded the Pitt Football Parent Association to support other collegiate sports parents. She also serves on the executive board of Urban Pathways Charter Schools, where she can frequently be found mentoring high school students, helping them find their voices and chart paths toward their goals.

All of these endeavors culminated in 2024 when she won a prestigious Women of Excellence Award from The New Pittsburgh Courier, an influential African-American publication. After a “beautiful and inspiring ceremony” focused on community leadership, Marissa isn’t resting on her laurels, but instead has new goals for 2025 to carry that flame of mentorship and opportunity even further.

According to former sales colleagues, Marissa is always the first person on the dance floor at parties. Her love of dancing traces back to her youth, where she was classically trained in tap and ballet, skills she hopes to revisit this year. Her other hobbies paint a picture of a person deeply engaged with the world around her, whether through the pages of a book, the halls of a museum, amidst the communal energy of live music, or spending time with her family.

For Marissa, these hobbies and passions are not mere pastimes – they fuel her motivation. By giving herself space to be fully present in these moments of personal fulfillment, she ensures she has the energy and inspiration to continue serving others refreshed, rejuvenated, and ready to innovate.

As we move into the new year, Marissa is already laying the groundwork for the future of NRG, spearheading a management development program designed to pair high-potential employees with key senior leaders for mentorship. This initiative is a testament to NRG’s commitment to growing a company culture that equips every employee with the tools they need for success.

Marissa’s focus is clear: by ensuring NRG employees are happy, supported, and empowered, and by aligning them with the roles, mentors, and programs that best fit their skills and aspirations, she is not just building better agents – she’s enhancing our overall Customer Experience.