Vision. Goals. Strategy. Execution.Engage customers; drive thoughtful decisions using actionable data; improve customer experience

Defines all aspects for execution of a multi-year, global digital transformation project, including: Marketing Strategy, Digital Experience (UX/UI/web technologies), eCommerce and CRM, Measurement Strategy and Data and Analytics (Instrumentation/Tagging/Reporting). Envisions the “Big Picture” and connects the dots across the initiative, with a view to the future, identifying spheres for change and enabling the digital pivot to realize business value. Recognizes quickly the full scope of challenges involved in complex program (economic, political, cultural and technical) and devises realistic roadmaps that lead to successful outcomes• Aligns a matrixed organization across internal functional, creative and technical teams (>100), client PMO (>30) and across +8 businesses, aligning stakeholders to achieve strategy, vision and goals• Enables a process-oriented approach to define solutions and architecture which are sustainable and scalable in a holistic manner across disciplines and with ability to measure results • Identifies potential roadblocks or obstacles early, before escalation and addresses to a best-path, enabling teams to stay focused on deliverables and results • Establishes program structure, project plan, governance, risk management, change management, communications and cadences in a and managing budgets and forecast

Project Management, Account Management, Customer Engagement and Digital Experience• Creates “Growth and Adoption” discipline within organization, increasing value and benefit to clients, building from concept to pilot to become a new revenue stream • Implemente digital platform and eCommerce software for B2B companies, enabling a user-driven experience and disrupting traditional technologies• Spearheads organizational and business change through evolving processes and enabling technologies to drive efficiencies and improve customer growth and retention• Facilitates implementations within months and realizing ROI within the fiscal year• Established and leads internal PMO, focusing on processes and structure to support project execution in an efficient and replicable manner

• Defines the 5 – 10 year vision for company and develops strategic roadmap to achieve these goals. Drives C-suite and leadership to rethink and redefine the business and organization • Manages a portfolio of transformational, cross-functional initiatives aligned with the organizational direction, includingo Intersecting process, functional, disparate business functions and technologyo Defining multi-year roadmaps, project planning and ROIo Executing project and change management within a complex district field environment o Driving alignment and holistic approach across the organization and efforts o Managing yearly >$20MM budget and monthly re-forecasting cycles across projects• Creates future-state Digital Strategy organization to pivot the organization for an omni-channel presence and improved customer experience, driving engagement, gains, retention and satisfaction• Sample current portfolioo Defining the Customer Digital Experience from concept through reality, creating multiple new channels for customer interactions, doubling online user base in ~2 years and driving >$2MM in efficiency improvements, reducing inbound calls by one-thirdo Demonstrating value to high-profit customers via customer segmentation, prioritization and differential treatment strategies to foster loyalty, nurture the relationship, improve retention for the most profitable customer segments (estimate $12MM revenue increase with 1% retention improvement) while reducing cost to serve and improving digital engagement within the segments providing lowest valueo Introducing new channels for customers to interact and conduct business, including: Internally developed web-based eCommerce portal, Online Chat (Live Chat), Text communications (Twilio) while integrating into business process and existing applicationso Implementing customer relationship management (CRM) solution (MS Dynamics) and sales effectiveness processes to improve prospect conversions and customer service and support

•Responsible for achieving corporate vision of improving customer’s online experience for largest nationwide propane company (annual revenue $4B) •Refined multi-year Digital Strategy & Roadmap to achieve corporate goals to improve customer online interactions, attract new customers and increase internal productivity•Positioned company to capitalize on enhanced suite of online capabilities to delight and convert existing customer population to online account management tools, improve customer retention and demonstrate value as a premier partner for new customers•Prioritized opportunities, planned and executed multiple phases. Major initiatives include: o Online self-service and informational capabilities available for >1.2M residential & commercial customers  Customer dashboard providing platform for ~300k informational customer self-service interactions in FY16 Conversion of invoice print and delivery vendor and replacement of online bill presentment and payment solution to BillTrust Invoice Gateway, including autopay and paperless capabilities; improving DSO, enabling >$350k annual savings and maintaining PCI compliancy Custom secure (encrypted) identity management solution Support tools for use across nationwide locations available to >1800 users o Channel for 24x7 online ordering / visibility into scheduled deliveries Online orders are received real time into SAP, creating the first integrated digital ordering capability in the industry Over 40% of orders placed are outside of office hourso Implemented new websites for AmeriGas bulk and propane exchange businesses, leveraging Sitecore content management solution (CMS) platform Experiences responsive across desktop, tablet and mobile breakpoints Differentiated experience for customer segmentsEngaged, communicated and influenced key stakeholders and constituents, from Executive Board, impacted and support organizations and field-level users

• Engagement lead across 12 major reporting units (US, AP, EMEA, LA) for $4.5B SBU• Constructed strategic roadmaps and executed initiatives, with results-driven focus on measurable benefits and sustainable processes: o CRM strategy, utilizing Salesforce.com as primary solution platform o eTransactions, including EDI, custom web ordering and P2X (order capture) o Digital Strategy & eMarketing o Pricing analytics, approvals and management (sPCV2.0, PA)• Defined Corporate Marketing & Sales CRM vision and strategy for priority competencies, centering on the “process, tool and people” elements to achieve goals o Drive collaboration across marketing, sales and service for operational improvement and customer growth and retention o Optimize best practices & innovate solutions (SFDC) to support business evolution from foundational thtough progressing to differentiated maturity• Champion process integration into functional and application solutions to holistically support businesses• Implemented key M&S initiatives, with Salesforce.com as core architecture o Implement campaigns and lead generation to drive growth; support marketing automation (Marketo, Eloqua) o Integrate customer complaints handling (Case Management) with quality management system ETQ o Optimize SFDC partner solutions: ServiceMax, DocuSign, Exact Target o Execute and develop reporting and customer segmentation efforts to drive thoughtful decisions • Developed business-specific dashboards and reports (SFDC) and defined “health check” KPIs and managing practices to highlight & measure benefits, including revenue optimization• Implemented custom web-based customer online ordering and self-service solution (multi-language, multi-currency) integrated with SAP back end for 4 reporting units/5 regions (20 countries). Annual increases average ~15% of orders and % of revenues via channel + increased CSR productivity

• Project & work stream lead across concurrent initiatives and value-add projects supporting global businesses and integrating dependencies across various teams• Engagement lead for custom on-line web system integrated with SAP-back end system, developing business strategy and implementing projects and functional enhancements o Pioneered functionality to integrate with SAP back-end processes o Developed and encouraged new uses for tool, supporting evolving business needs in a way that fit with corporate needs o Integrated tool with SalesForce.com supporting Sales Teams with customer 360 o Designed and piloted “FastTrack” deployment approach and execution• Conducted corporate analysis for “touchless/touch less” order strategies and process improvements• Manage global team of multiple work streams (STC/WM/RTP) supporting 10 reporting • Contributed leadership activities to develop strategy and stabilization of internal COC o Drive process and solution standardization across businesses o Prioritize work efforts for R&M and project initiatives

• Project / work stream lead across concurrent initiatives and value-add projects supporting platform businesses relating to Sales-to-Cash process (SD/WM/RTP)• Championed custom-built web order/self-service solution, managing holistic implementation and functional enhancements for several businesses with on-time delivery o Facilitated initiatives though comprehensive plan & execution, integrating web front end with SAP back end o Translated business requirements to functional and technical specs for various value-add and VOC enhancements o Co-ordinated multiple work streams/constituents to align for success• Defined and formalized internal value-capture processes for measurable and sustained KPIs• Supported PPM (Price & Profit Management) project and Vendavo implementation as SAP SME and integration lead (pricing analytics, price management, deal management)

Project/team lead across multiple global ERP implementations, managing full-cycle delivery from blueprint through post-production support (requirements and solution definition, integration, development, delivery, testing, change management, training and continuous improvement); Provided stabilization support and implemented business process improvements and functional enhancements; Organized and executed global trainings for Key Users, BPOs; Developed engagement methodology; executed strategy for engagement procurementProjects & EngagementsDuPont: DECT Center of Competency, STC team June 2005 – May 2006DuPont: DSAP Disaster Recovery November 2004 – June 2005DuPont: SAP Implementations July 2001 – September 2004

Multinational Pharmaceuticals Company April – July 2001Start-up e-business consulting company January – April 2001Mid-size Manufacturing Company October – December 2000

Internet and wireless appointment and scheduling solutionsLaunched start-up company from conception through realization and continuing improvements; Generated and managed business leads and partnership relationships; Coordinated and developed business requirements and technical specifications for web site and back-end functions responsible for product development, integration and launch

ERP and E-commerce SolutionsEngagement lead and subsequent project manager for key initiatives, including: company’s first E-commerce implementation and two largest ERP implementations; managed and integrated various workstreams; interfaced with constituencies at all levels of client and company’s organizations

Multiple full-cycle SAP implementations (SD), including change management and team and end-user training development and execution, led development of internal project methodology