Brian Erik Cohn 3316 Georgetown Place, Marietta, GA 30066

M- (917) 673-7000 H- (678) 562-4141 brian@erikco.com

Summary of Qualifications: Results-driven leader with a strong focus on team coaching and development. Accomplished at leading culture change and building organizational passion around a vision. Deep experience with translating financial business models into executable action plans.

Career Accomplishments:

CBEYOND Provider of voice, data, mobile, and cloud services to over 60,000 small and medium-sized businesses in 14 US markets.

Senior Director of Technical Support and Solutions, Atlanta, Denver, Manila 2012-2014

Leader of the Technical Support, Care and Mobile solutions teams of a technology solutions provider, well known and trusted in the small and medium business space. Building a world class operation that supports a robust portfolio of communications, cloud services, hosting, and application (SaaS) offerings.

Developed and launched best-in-class processes and programs including more comprehensive forecasting, simplified trouble ticketing, web chat support, troubleshooting process automation, balanced scorecards, and performance-based monthly incentive programs, resulting in a 16-26% year over year quarterly increases in Transactional Customer Satisfaction Survey scores and a 24% improvement in Repeat Ticket Rates.

Sourced, launched and accelerated a new business process outsourcing partner to streamline routine processes at 60% lower costs and build capacity for new product line support.

COMCAST Regional Senior Director of Advanced Products and Cable Service, Newark, DE 2008-2012

Brought in to help lead a transformation of the largest region in the company. Region improved from bottom 10% of the company in 2007 in overall performance and customer feedback to top 20% for 2008, top 10% for 2009, and System of the Year for 2010.

Drove down call volume relative to budget by 35% in 2008, 15% in 2009, 9% in 2010, and 8% in 2011 or $12.7 MM in expense savings. Achieved through strong focus on one call resolution, identifying and addressing customer impacting call drivers more quickly, routing calls virtually across multiple call centers, and simplifying/streamlining processes and tools leveraged by front line and advanced support team members. Deeply involved in the management of P&L, Care had the most significant positive impact on the region’s annual cash flow goals.

Originated and championed several projects that improved Customer First Call Resolution scores by 17% including: 1) changing how we complete customer installation orders in order to provide new services more quickly to customers 2) building IVR logic to provide more self service options to customers 3) improving the reliability of our Outage Callback System so customers can be proactively notified of when an outage cleared.

Led the regional call center virtualization effort for the consolidation of two regions, resulting in standardized best processes that could be adopted across the full region. Realized the efficiencies/service level improvements gained by economies of scale far more quickly than planned.

Consolidated three geographically dispersed technical escalation teams into one regional helpdesk advanced support team to improve the customer experience, accountability, and annual efficiencies of $1.5 MM. Additional annual savings of $2MM achieved through outsourcing several functions, as well as building technical scripting solutions which reduced the need for human intervention on ticketing.

Improved the customer experience by reducing transfers to a best in class level by training the full advanced products team on video service and repair, resulting in $900K in reduced video staffing expense.

SPRINT, Graduate, Staff Associate Program (Sprint’s Rotational Executive Development Program) Call Center Director, Retention and Customer Lifecycle, Hampton, VA 2005-2008

Combined three lines of business and 700 employees under a single management team, better leveraging best practices, and building superior bench strength through career pathing.

Drove reduction of customer churn: 111% of plan in reactive retention and 154% in proactive retention.

Decreased cost per saved customer, achieving 126% of goal.

Managed operating budget for 750 employees with a surplus each year, mostly driven by staff savings through efficiencies built and deployed for our back-office teams.

SPRINT (cont’d)

Group Manager, Call Center Operations Support, Overland Park, KS 2004-2005

Rebuilt new product and product enhancement launch process, leading large, cross-functional team. Improved clarity of ownership across all groups involved in product launch process while reducing CRM system risks.

Owned the division’s call center activities in preparation for Sprint merger with Nextel and eventual spin-off.

Built “best in class” Quality Assurance program after conducting research and a series of focus groups.

Call Center General Manager, Sales & Care, Johnson City, TN 2003-2004

Achieved $67M annual sales goal while maintaining Sprint’s best customer satisfaction record.

Developed staff of 265 employees and built self-reinforcing processes to improve sales effort.

Improved revenue per rep by 53% to 102% of goal, driven by sales increases of 91% in wireless 114% in data.

Increased sales per call by 95% year over year, the highest increase in the division.

Launched Total Care initiative, providing a single point of contact for sales and service for all consumer products in the Local Division, including voice bundles, high-speed data, long distance and Sprint PCS.

Manager, Small Business Sales & Care – Vendor Solutions, Overland Park, KS 2002-2003

Drove new sales incentives and techniques, delivering voice and data sales worth $22 million over twelve months, achieving 90% of annual goal with 43% fewer employees than plan.

Expanded successful vendor relationship, launching new call center on time and under budget.

Manager, Corporate Development & Strategy, Overland Park, KS 2001-2002

Identified, evaluated, articulated and led transactions in support of Sprint’s goals and strategies.

Delivered recommendations to senior management regarding potential acquisitions of a nationwide CLEC and ILEC. Underlying analysis included a comprehensive strategic analysis as well as financial view of potential cost savings and growth/value opportunities.

Served as liaison to Access Management Team formed to reduce access costs by 44%, providing appraisal of financial stability, strategic desirability and acquisition attractiveness of fiber and conduit providers.

Marketing Manager – MBA Internship, Sprint PCS Consumer Marketing, Kansas City, MO 2000

Assisted with development of new wireless services for select market segments.

Created cross-functional team to develop feasibility study for new wireless prepaid billing technology. Constructed marketing plan for sales of prepaid product through mass retailers.

Identified opportunities and developed strategic solutions for the youth and Hispanic markets.

Projected growth opportunities and costs to Sprint PCS for emergent wireless applications.

DATA BROADCASTING CORPORATION, a division of Pearson Publishing/Financial Times Leading provider of real-time stock quotes, financial news, and other time-sensitive market intelligence.

Various positions including Corporate Program Coordinator, Corporate Sales Engineer, and Manager, Customer Service Department-Europe , Hayward, CA; New York, NY; London, UK 1992-1999

Turned around failing foreign office. Developed comprehensive training program for sales and sales support members that fostered sales growth of 60% and reduced client cancellation rate from 8% to 2%. Improved sales and distribution network through recruitment of seven sales dealers in Europe.

Conducted market research interviews with current and former Fortune 1000 customers. Led interdisciplinary new product team composed of members from three subsidiaries.

Developed and launched new service providing sophisticated financial data at 1/3 price of competition.

Managed diverse staff of software engineers to develop and implement technology solutions for clients.

Education:

University of Chicago Booth School of Business, Chicago, IL Master of Business Administration, 2001 Concentrations in Finance and Strategic Management

San Jose State University, San Jose, CA Bachelor of Science in Business Management, Cum Laude, 1996