MARVETTA JOHNSON
Independence,USA
Summary
Dedicated professional with a proven track record at Evergy, adept in customer service and complex problem-solving. Demonstrates exceptional communication and team leadership, significantly enhancing operational efficiency. Skilled in project management and budget control, consistently meeting objectives with innovative solutions. Achieves remarkable results by leveraging both hard and soft skills to exceed employer expectations. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
22
22
years of professional experience
Work History
Manager
Evergy
Kansas City, Missouri
09.2017 - 12.2024
- Oversaw daily operations, maintaining efficiency and quality standards.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Ensured compliance with industry regulations and company policies.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
Product Specialist I & II
Evergy
Kansas City, Missouri
05.2014 - 09.2017
- Identified customers' needs to recommend appropriate products based on knowledge of products and brand offerings
- Reviewed customer orders for accuracy in pricing, quantity and terms
- Managed inventory by ordering supplies from manufacturers and distributors based on sales trends and future demand forecasts
- Recommended new products based on customer preferences and needs
- Collaborated with the marketing team to create promotional materials such as brochures, flyers, and emails that accurately represent the product's value proposition
- Hired, supervised and directed workers engaged in special project work, problem-solving, monitoring and installation of data communication equipment and software
- Maintained records of daily data communication transactions, problems, and remedial actions taken and installation activities
Admin/Ops Analyst-contractor
Kansas City Power & Light
Kansas City, Missouri
01.2013 - 05.2014
- Conducted research into new technologies and software solutions that could enhance operations productivity
- Maintained accurate records of all operational activities, including inventory management, staff scheduling, budgeting and billing procedures
- Provided technical support for development of integrated systems and applications used in daily operations
- Generated reports with relevant information derived from software-assisted data collection
- Assisted with preparation of project plans, timelines and budgets for ongoing projects related to operations improvements
- Developed and implemented operational strategies to improve efficiency and customer service levels
Inbound Call Center Rep -contractor
Kansas City Power & Light
Raytown, Missouri
03.2012 - 12.2012
- Excellent problem solving skills combined with creative thinking capabilities
- Highly organized with exceptional attention to detail
- Comfortable working in a fast-paced environment while maintaining accuracy on all projects
- Strong communication skills with the ability to explain complex concepts in easy-to-understand terms
- Adept at building trust through transparency and open dialogue with customers
- Proficient in using Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook
Retail Sales Associate-part time
Macys
Independence, Missouri
06.2009 - 10.2012
- Gained experience in customer service, resolving customer complaints and inquiries with a positive attitude
- Greeted customers and engaged in conversation to assess needs
- Provided friendly and knowledgeable assistance to customers on the sales floor
- Used POS system to process sales and refund transactions
- Resolved customer disputes quickly while maintaining professionalism at all times
- Utilized problem solving techniques for difficult transactions or returns
Financial Billing Analyst
Centurylink Telephone aka Sprint Local
Overland Park, KS
01.2005 - 06.2011
- Ensured compliance with applicable laws and regulations regarding billing practices
- Created reports on monthly revenue generated from billing activities
- Reviewed customer contracts ensuring that terms were properly reflected in invoicing practices
- Identified areas of improvement within current processes and proposed solutions
- Assisted with auditing projects as needed, providing analysis of financial documents related to billing activities
- Researched discrepancies in client records and provided solutions to resolve issues
- Utilized problem solving skills to identify root causes of billing errors
Inbound Call Center Escalations Rep
Sprint PCS
Lenexa, KS
01.2002 - 12.2004
- Managed escalations queue with outstanding customer service and support to clients as, resolving inquiries efficiently and effectively
- Successfully managed multiple projects simultaneously while maintaining high standards of performance
- Developed relationships with customers by providing prompt responses to requests and inquiries
- Mentored new associates to contribute to store's positive culture
- Identified customer needs and presented solutions to maximize satisfaction and loyalty
- Advocated for needs and interests of clients before decision-makers
Network Support Analyst
Sprint PCS
Lenexa, KS
05.1999 - 01.2002
- Deployed virtual private networks to securely connect remote users to corporate resources
- Troubleshot complex network problems by analyzing packet captures with Wireshark
- Configured routers and switches for optimal performance of network services
- Created comprehensive documentation outlining network topologies and configurations
- Provided telephone support related to networking and connectivity issues
- Identified causes of networking problems, using diagnostic testing software and equipment
- Maintained logs of network activity
Customer Service Representative
Fuji Color Processing
Kansas City, Missouri
06.1996 - 05.1999
- Handled customer complaints and inquiries in a courteous and efficient manner
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Utilized problem-solving techniques to identify solutions for complex customer inquiries
- Addressed customers courteously using suitable methods and problem-solving skills
Outbound Sales Representative
Sprint Long Distance
Kansas City, Missouri
04.1995 - 05.1996
- Managed a large portfolio of accounts while meeting monthly long distance sales targets
- Developed strong customer relations by providing exceptional service and support to clients
- Developed a deep understanding of competitive landscape within assigned territory
- Built relationships with key decision makers in target markets through cold calling, networking, and referrals
- Negotiated successful sales agreements with clients to maximize profits
Bank Teller/lead
Mercantile Bank of Kansas
Leawood, KS
06.1993 - 04.1995
- Provided excellent customer service in a high-volume banking environment, including cash handling and account inquiries
- Balanced cash drawer and maintained full accountability for assigned cash on hand
- Resolved customer complaints in a timely manner while maintaining the highest level of professionalism
- Answered customer questions regarding account information, transaction processing and fees
- Performed daily balancing of cash drawer and ensured accuracy of all bank documents
- Assisted management in bank opening and closing procedures
- Issued cashier's checks, bank checks, money orders and traveler's checks
- Adhered to security and regulatory requirements surrounding financial transactions
Personal banker/teller
Mercantile Bank of Kansas
Roeland Park, KS
09.1992 - 06.1993
- Developed relationships with customers through timely follow-up, sound advice, and quality service
- Maintained knowledge of bank products, services, policies, procedures, and regulations
- Educated customers on how to use banking products, services, and other financial solutions
- Helped new and existing clients open personal accounts and resolve issues related to ATM machines and online banking
- Assisted customers with loan applications and credit card requests
- Cultivated strong working relationships with team members to ensure successful operations
- Informed customers of procedures for applying for services, such as ATM cards, direct deposit of checks and certificates of deposit
Education
Some College (No Degree) -
Grambling State University
Grambling, LASkills
- Customer Service
- Problem Solving
- Communication
- Team Leadership
- Project Management
- Decision-making
- Budget Control
- Complex Problem-solving
Training
- Leadership Development Training, McKinsey, 2022
- Central Exchange Emerging Leaders cohort, 2019
Accomplishments
- In 2017, I served as the manager to successfully launch and open Evergy Connect. Evergy Connect is a comprehensive customer solutions center that assists with all electric service needs now serving 20K annually. This project has provided support to the most vulnerable customers, offering services ranging from research and energy efficiency education to payment processing.
- Served as a consultant for the launch of Evergy Connect (Wichita location) in 2022.
References
References available upon request.
Timeline
Manager
Evergy
09.2017 - 12.2024
Product Specialist I & II
Evergy
05.2014 - 09.2017
Admin/Ops Analyst-contractor
Kansas City Power & Light
01.2013 - 05.2014
Inbound Call Center Rep -contractor
Kansas City Power & Light
03.2012 - 12.2012
Retail Sales Associate-part time
Macys
06.2009 - 10.2012
Financial Billing Analyst
Centurylink Telephone aka Sprint Local
01.2005 - 06.2011
Inbound Call Center Escalations Rep
Sprint PCS
01.2002 - 12.2004
Network Support Analyst
Sprint PCS
05.1999 - 01.2002
Customer Service Representative
Fuji Color Processing
06.1996 - 05.1999
Outbound Sales Representative
Sprint Long Distance
04.1995 - 05.1996
Bank Teller/lead
Mercantile Bank of Kansas
06.1993 - 04.1995
Personal banker/teller
Mercantile Bank of Kansas
09.1992 - 06.1993
Some College (No Degree) -
Grambling State University
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