Todd Ray Email and Phone Number

• Overall responsibility for providing front-line support to Boardwalk’s internal and external customers related to capacity release, nominations, confirmations, scheduling, allocations, and imbalances and to enhance customer satisfaction and loyalty. • Monitor and enforce business practice and policies of customer transactions and contracted rights. Established as primary point of contact for internal and external customers for segmentation, capacity release, scheduling, and allocations. • Collaborate with marketing teams, legal/regulatory, schedulers, and customers on new service development and design, contract structure, and transaction creation. This included leading the testing and implementation of services into gas management system.• Reconcile OBA and Shipper cash in/cash out (CICO) volumes and rates. Ensure invoices reflect correct volumes and rates based on tariff approved and/or contracted index pricing. • Project Lead resource manager for the scheduling component of the new GasQuest application. Refined current scheduling process for the Texas Gas pipeline and defined new requirements for the Gulf South and Boardwalk Storage systems. This included working with groups to establish requirements for data needed in performing scheduling functions. Establish rules for optimizing the evaluation of scheduling limits, balancing the pipeline, and processing confirmations. • Develop, mentor, and coach Customer Service leadership team members on employee performance, company policy and procedures, and team member placement. Establish 24/7 on call procedures and plans for all teams. • Ensure compliance of federal regulations, industry standards, tariff provisions, company policy, BWP FERC Regulatory Compliance Plan, and BWP Sarbanes Oxley Compliance Plan.• Establish common business practices and procedures when applicable across all assets.

• Assure primary roles of the department are fulfilled. Support and oversee customer activities associated with the nomination, confirmation, scheduling, capacity release, invoicing, and imbalance management; ensure analysis of customer activity against contractual and pipeline operational limitations and communicate any information critical to customer decisions are being performed.• Develop, mentor and coach Customer Services representatives. Oversee and ensure that training and employee development plans are in place to provide the necessary information and tools for employee improvement and to meet departmental objectives and individual goals developed and refined throughout the year. Create and participate in an on-call rotation schedule to provide leadership support for the after-hours team.• Assign customer and location accounts to reps. Match strategic accounts to reps and ensure diverse exposure for continual growth and development. Continuously evaluate workload balance of individual reps for adequate coverage • Effectively communicate and execute defined strategies, goals, and initiatives of the department; define and execute complementary departmental goals, and contribute to the definition and achievement of individual goals to meet department and organizational objectives• Establish effective relationships with customers to address customer priorities and gain first-hand knowledge of customer’s business needs to maximize customer satisfaction and loyalty, and to help develop and introduce service enhancements.• Collaborate with Gas Control and System Optimization for planning and scheduling pipeline maintenance to minimize impact to customers.

• Establish and maintain effective relationships with customers to address customer priorities and gain first-hand knowledge of customers’ business needs to maximize customer satisfaction and loyalty and to help develop and introduce service enhancements.• Support and oversee customer activities associated with Capacity Release, nominations and scheduling and communicate any information critical to customer decisions, provide gas management system training and support and answer customer questions. • Function as manager in the absence of the customer service manager and director.• Negotiate with customers, external or internal, to develop solutions or recommend services to resolve nomination, scheduling and imbalance issues.• Mentoring and training – Provide mentoring and training to customers, scheduling analyst as well as new account managers. • Imbalance Management – Monitor and proactively manage shipper, location and OBA imbalances in cooperation with Gas Control, and contact appropriate shippers and operators to minimize imbalances.• Contract Review - Review assigned customer’s contracts to fully understand the intent and operating parameters of the service and ensure that customer and Boardwalk are following the terms of the contract. Assist customers with contract amend • Capacity Release – Manage and assist customers with capacity release activity.• Invoice Review – review final invoices for accuracy and assist customers with invoice reconciliation issues. • Execute organizational strategies, goals and initiatives.• Prepare ad hoc analyses for internal and external customers to assist with issue identification and resolution related to nomination and scheduling functions (location and shipper imbalances, Pooling, PAL and Storage).• Back Up Responsibilities – Account managers must have the knowledge and ability to back up the scheduling analyst on an as needed basis.