1. Wanda Heffron
1746 40th Avenue 612-716-6419
Osceola, WI 54020 wandamaeb@gmail.com
Management
Highly motivated, goal oriented professionalwith strong communication and interpersonal skills. Effective critical thinking,
organizational and strategic planning experience, analysis, process and action planning skills. Keen problem solving and decision
making skills.. Strong work ethic with excellent demonstrated success in leading teams and individual situations.Excellent multi-
tasking and organizational skills.
Core Knowledge & Skill Areas
Customer Service Management Time Management Communication, Written & Verbal
Training & Development Leadership Detail Oriented
Project Management Goal Setting Budget Management $500K+
Performance Management Contract Review Computer Literate
Education and Professional Development
Business Certificate Dec 2016
Rasmussen College - Blaine, MN
Professional Development:
 Six Sigma Trained - Green Belt Certified
 Project Management Certification
 Microsoft Office & Project
 Generator, Engine & Alternator Concepts
 Generator Service 101
 Hybrid Solution Systems Concepts
 Dale Carnegie Public Speaking
 Dale Carnegie Business Management
 Oracle Project
Relevant Experience
CUMMINS POWER GENERATION - Fridley, MN Mar 1998-Dec 2015
VPI Aftermarket - Project Leader, Telecom 9/2011 – 12/2015
Ownership for Customer Care Strategy for Telecom project and lead the Customer Care team in development and execution of
Customer Support plan in areas of technical publications, service engineering, training, warranty and parts for new products
introduced globally (Gensets & Hybrid System). Direct impact on the ability of distributors and key account teams to support new
products.
Selected Accomplishments:
 Ensured alignment between Cummins Customer Care Strategy team, Power Generation Business Units.
 Lead cross functional team which consisted ofengineering, service and product management for the implementation of
customer support plan.
 Delivered required materials, training, budget ahead of schedule for 3 major projects delivered globally.
 Communicate effectively with Senior Management, teams and individual contributors cross Business Units,and cross
functionally.
 Champion customer care deliverables that ultimately impact customer satisfaction and brand preference over competitors.
 Lias with engineering team to ensure necessary training, service and technical publication documents were correct to support
product field needs.
 Communicate with Distribution sales and service teams on training and product deliverable needs to support successful customer
installation of products in global environment.
 Lead global team meetings to support customer project deliverables including manufacturing teams for product updates /
changes,service teams to communicate deployment needs (training, tools,technical requirements, resources,etc.)
 Managed,hired and developed teams as direct and indirect reports.
 Lead resource and capacity planning with functional teams
 Cross-functionally lead and facilitated the development of pre-delivery inspection and commissioning scope content for
Cummins hybrid (control and batteries) product
 Learn new product to level of understanding and concepts to communicate to customers,field service personnelan d aftermarket
to teams to ensure understanding ofproduct function and product deliverable requirements

2. Manager, Customer Service & Order Management 2/2004 - 09/2011
Managed team of Order Management and Customer Service Support Staff towards the common purpose of achieving functional
excellence through appropriate supervision,training, setting of individual expectations and providing regular feedback. Responsible
for global leadership of projects from award through completion for Cummins Power Generation Strategic customers. Cross
functional management and alignment to ensure customer needs were met.
Selected Accomplishments:
 Provided leadership, coaching, and mentoring to employees, delivered performance reviews and help employees identify
opportunities for growth and development.
 Created and delivered cross-functional training plan to enable process flows changes within the team and organizations.
 Develop and drive metrics, analyze for improvements to team deliverables and customer expectations.
 Ensured alignment with the overall Global Supply Chain Transformation strategy.
 Embraced and applied Customer Excellence Service practices, acting as the voice of the customer
 Lead daily cross functional work with all functions in the business unit to improve overall order life cycle and customer
experience.
 Project managed
 Liaise between sales and operations on all issues pertaining to orders
 Lead resources and capacity planning with functional team to support $150M in Orders/month (appox 1800 orders /month)
 Manage projects from planning to product introduction to delivery
 Develop new product and product changes to field through service and distribution
 Locate and expedite parts for customer orders as needed.
 Coordinate delivery of product to customer from multiple sources and countries.
 Develop and implement “product down” process with manufacturing, engineering and manufacturing teams
 Responsible to build and maintain relationships.
 Ability to quickly identify problems and implement practical solutions.
Business Unit Leader 3/1998 - 2/2004
Selected Accomplishments:
 Identified Distributors for growth, developed plans to drive growth, developed training and audit plans to support new busine ss.
 Developed and delivered incentive plans, with budget plans to showhow to grow business.
 Recruited suppliers to deliver training to support business growth.
 Developed and improved process within organizations to support business growth and lower costs.
 Work with RV suppliers to provide products and service training to field service technicians to grow opportunities for Cummins
authorized distributors to offer a wider range of product support to customers.