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News

Buchanan Associates ISC Continues to Experience Tremendous Growth

IRVING, Texas (5/24/2008)

With the addition of our new team in Bulgaria, the ISC has now reached nearly 60 agents - triple last year's size! As the business continues to grow, so do our people. This quarter, analysts James Cori (Core Dallas) and Mark Woodward (Mary Kay) were both promoted to Desktop Support positions and will continue to provide superior customer service to offsite customers. Elvin Bennett was promoted to Dallas County Service Desk Manager and is currently involved in a Novell to Microsoft Exchange migration slated to pilot in Dallas County by late August 2008. We also are excited to welcome back Andy Myers to the AAFES POS Help Desk as the Help Desk Manager and announce the promotion of Terrance White to Assistant Help Desk Manager of the AAFES team. New ISC team members this quarter include: On the AAFES team - Tex Banks, Joey Wilcoxson, and Rankin Mayne; Dallas County - Darrell Jackson; After-Hours - Dan Jones and Mashrul Haque; Core Toronto - Syed Usman; and Core Bulgaria - Dennis Gannon, Mihail Velikov, Yanko Stoykov, and Kalin Kutsarov. I told you we were growing!

Special recognitions went to Senior Support Analysts James Pierce (Mary Kay) and Nancy Wise (Core Toronto) this quarter. Both have gone beyond expectations to provide our customers with outstanding customer service. Additionally, James and Nancy tackled many projects that have contributed to the continual improvement of training and procedures within the ISC. Many thanks to James and Nancy!

In January, the ISC began a Customer Service Initiative to examine and implement continual improvements to our customer service training. The Initiative, called CSI, was developed into a series of one-on-one coaching sessions, continual analysis of calls and documentation, and feedback from both management and the analysts. Phase 2 of CSI will include developing more training documentation, Apollo lessons (which include cartoon customer service scenarios), and group training classes. CSI has been very successful and we didn't even need David Carradine! (a little CSI Miami humor).

One of the most exciting announcements from the ISC can only be summed up by saying: Korabãt mi na v'zdyšna vãzglavnica e pãlen sãs zmiorki! Which is Bulgarian for: Our hovercraft is full of eels! But seriously, we are very excited to announce that we are in the final stages of preparing to Go Live with Team Bulgaria. Lety Palos (BA Director of Consulting Services) and Brandon Sampson (ISC After Hours Team Supervisor) have spent time spreading the BA Culture in Sofia, Bulgaria, and training and preparing the team for what will be the most exciting event in ISC history since we had eels in our hovercraft! (We hired David Carradine to take care of that). The Go Live is slated for early May. Be on the lookout for more Bulgaria announcements on the BA News page in Clickright!

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