Margaret Heffernan

We have amazing team members who are making a difference in the communities we serve. It's a privilege to tell their stories of compassionate, expert care and inspire others. In my role as Sr. Internal Communications Consultant for ThedaCare, the largest employer in Northeast Wisconsin, I have a wide range of accomplishments and responsibilities:

• Developed a digital internal communications strategy that emphasizes strong visuals and the authentic, personal stories of our team members.
• Transitioned our print materials to email and web. Our open and click through rates exceed benchmarks for healthcare and similar-size companies.
• Working with our leadership team, developed a strategy for video communication that leverages our leaders' strong interpersonal skills, helps them connect and engage with our team members, and brings our mission to life.
• Collaborate with colleagues throughout the organization to develop strategic plans and tactics that support our system's operational objectives and engage and inspire our workforce.
• Manage agency and other vendor relationships to ensure that all corporate and brand standards are met and that work is performed within scope and budget.
• Collaborate with company executives on message development and strategic communication planning.

• Led a team of 17 that provided training, education and communications support for 750 customer service employees.
• Developed and maintained daily, weekly and monthly employee communications using a variety of electronic media. Collaborated with stakeholders across the company to ensure these communications were fully integrated into the overall corporate strategy.
• Developed and delivered classroom and web-based training for multiple customer service roles.
• Ensured that every team member was coached to achieve their fullest potential and to deliver excellent service to both our internal and external customers.
• Ensured excellence, consistency and accuracy in our business unit customer communications.
• Worked with teams throughout the business unit to assess their goals and develop communications and training to help them achieve their goals.

• Responsible for ensuring excellent customer service for electric and natural gas customers on the north side of Milwaukee and the north shore suburbs.
• Oversaw the team that processed applications and designed electric and natural gas service for the center's service territory.
• Ensured that all customer deadlines were met and customers received timely information about their service installation.
• Provided coaching for employees to improve their customer service and communications skills.

• Oversaw the media relations staff for We Energies and Wisconsin Energy's non-regulated subsidiaries. Our staff handled daily inquiries about all facets of the corporation ranging from power outages to environmental policy.
• Oversaw the company's education outreach efforts. Our program targeted K-5th Grade children in our service area and sought to provide energy education combined with basic electric and natural gas safety information.
• Led team charged with planning and implementing the company's safety communications including advertising and media relations activities.
• Led communications supporting the Port Washington portion of the company's Power the Future plan. Received 2004 PRSA Paragon Award for Community Relations. Worked with other areas of the company to coordinate communication between the local media, power plant personnel and community stakeholders. Developed news releases, brochures, newsletters and advertising.

• Led media relations efforts to position and establish the company's new name and brand. Planned and executed multiple news conferences and media visits throughout the state for the initial rollout.
• Managed media communications for company's environmental initiatives including ground-breaking Cooperative Environmental Agreement between We Energies and the Wisconsin Department of Natural Resources.
• Increased visibility and awareness of company's renewable energy facilities and energy for tomorrow program. Results include recognition from Wisconsin Gov. Scott McCallum and Agriculture Sec. Jim Harsdorf, numerous stories in local media, and national and international coverage including ABC Radio Australia and the New York Times.
• Led the company's communications team for Y2K. Milwaukee Journal Sentinel column singled out for praise as "the comforting voice of the Wisconsin Electric Power Company" and for "cool professionalism." Served on Mayor's Y2K Commission.

Ripon, WI

Cell 920-840-2342 meheffernan86@gmail.com www.linkedin.com/in/meheffernan

In addition to daily reporting assignments, anchored and assisted in writing the Sunday morning newscast. Covered a wide variety of issues including state and local government, news of the day, crime and courts, and feature stories.

In addition to daily reporting assignments, anchored and assisted in writing the Sunday morning newscast. Covered a wide variety of

Cell 920-840-2342 issues including state and local government, news of the day, crime meheffernan86@gmail.com and courts, and feature stories. www.linkedin.com/in/meheffernan

Anchored, wrote and produced weekend newscasts. Covered general assignment beat weekdays.

Anchored, wrote and produced weekend newscasts. Produced and reported weekly health news segment in addition to general assignment stories.