Customer Service & Account Specifications
Heidi Brabaw
Senior Manager of Customer Service and Account Specifications
(800) 888-4478 ext. 6380
hbrabaw@bwibooks.com
I started with Follett Library Resources after working in advertising. I hold a BA in Marketing/Management. I was recently promoted from Manager of Customer Service for FLR to Senior Manager of Customer Service and Account Specifications for BWI.
Denise Kato
Supervisor of Customer Service and Account Specifications
(800) 888-4478 ext. 6370
denise.kato@bwibooks.com
I worked in customer service for Follett Library Resources and held many positions, most recently Regional Supervisor for Customer Service. My experience, dedication and determination to succeed will ensure that I will be a valued asset to the BWI Customer Service Team.
Sam Wohnrade
Supervisor of Customer Service and Account Specifications
(800) 888-4478 ext. 6385
sam.wohnrade@bwibooks.com
I earned a BA from Western Illinois University in Political Science with a minor in Business. I joined BWI as a Customer Care Consultant. Prior to that, I worked as an intern for Illinois State Representative Jack Franks.
Jessica Courtemanche
Customer Care Consultant
Alabama, Connecticut, Delaware, north Florida, Georgia, Maine, Maryland, Massachusetts, Mississippi, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, west Tennessee, Vermont, east Virginia, Washington D.C.
(800) 888-4478 ext. 6376
jcourtemanche@bwibooks.com
I started with Follett Library Resources in the warehouse as a processor and then transferred to BWI Customer Service where I am a Customer Care Consultant. I really love our BWI customers.
Kelly Fernandez
Customer Care Consultant
Alabama, Connecticut, Delaware, north Florida, Georgia, Maine, Maryland, Massachusetts, Mississippi, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, west Tennessee, Vermont, east Virginia, Washington D.C.
(800) 888-4478 ext. 6375
kfernandez@bwibooks.com
I have made a career out of being in customer service. Customer service is so much more than just serving a customer; it is creating a partnership to work together to reach common goals.
Lisa Olson
Customer Care Consultant
Arkansas, Illinois, Indiana, Kentucky, Michigan, Minnesota, east Missouri, Ohio, Oklahoma, North Dakota, South Dakota, West Virginia, Wisconsin
(800) 888-4478 ext. 6378
lisa.olson@bwibooks.com
I worked for two years at Follett Library Resources as an Order Editor before joining BWI. I appreciate my role as a Customer Care Consultant, as I really enjoy talking with customers.
Laura Ozanic
Customer Care Consultant
Arkansas, Illinois, Indiana, Iowa, Kansas, Kentucky, Michigan, Minnesota, east Missouri, northwest Missouri, Nebraska, Ohio, Oklahoma, North Dakota, South Dakota, west Virginia, Wisconsin
(800) 888-4478 ext. 6377
laura.ozanic@bwibooks.com
My experience in customer service extends back to 1988. I enjoy my job and am especially happy to be a member of the BWI team.
Ellen Phillips
Customer Care Consultant
Arizona, Colorado, Florida, Louisiana, New Mexico, North Carolina, South Carolina, east Tennessee, Texas, west Virginia
(800) 888-4478 ext. 6248
ephillips@bwibooks.com
I have been with BWI since 1996. I spent the first six months in the processing department before moving into customer service.
Josh Wolff
Customer Care Consultant
Alaska, California, Hawaii, Idaho, Montana, Nevada, Oregon, Utah, Washington, Wyoming
(800) 888-4478 ext. 6381
jwolff@bwibooks.com
I joined Follett Library Resources as a shipping clerk and moved to BWI as a Call-Down Maintenance Clerk. I gained a lot of customer service experience and I am excited to be a BWI CCC.
Kim Yencich
Customer Care Consultant
Arizona, Colorado, Florida, Louisiana, New Mexico, North Carolina, South Carolina, east Tennessee, Texas, west Virginia
(800) 888-4478 ext. 6379
kim.yencich@bwibooks.com
My Follett Corporation experience began as an order editor for Follett Library Resources before I had the wonderful opportunity of becoming part of the BWI Customer Service team.
Kyle Bachman-Johnson
Customer Specifications Coordinator
Arkansas, Illinois, Indiana, Iowa, Kansas, Kentucky, Michigan, Minnesota, east Missouri, northwest Missouri, Nebraska, Ohio, Oklahoma, North Dakota, South Dakota, west Virginia, Wisconsin
(800) 888-4478 ext. 6481
kbachman-johnson@bwibooks.com
I joined BWI in Customized Cataloging and then transferred to Customer Account Specifications. I earned a BA in Psychology with a minor in Art and have enjoyed some graduate coursework in psychology and public health.
Danielle Black
Customer Specifications Coordinator
Arizona, Colorado, Florida, Louisiana, New Mexico, North Carolina, South Carolina, east Tennessee, Texas, west Virginia
(800) 888-4478 ext. 6373
danielle.black@bwibooks.com
I hold a BA in History Education. I started at Follett Library Resources as a Customer Care Consultant. In June of 2007 I joined the BWI team as a Customer Specifications Coordinator.
Beth Diehl
Customer Specifications Coordinator
Alabama, Connecticut, Delaware, north Florida, Georgia, Maine, Maryland, Massachusetts, Mississippi, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, west Tennessee, Vermont, east Virginia, Washington D.C.
(800) 888-4478 ext. 6374
beth.diehl@bwibooks.com
I’ve worked a number of years as a Customer Care Consultant for BWI. I have had the opportunity to work with a variety of librarians and developed excellent, effective working relationships with my customers.
Cathy Sokley
Customer Specifications Coordinator
California, Hawaii, Nevada, Utah, Arkansas, Idaho, Montana, Oregon, Washington, Wyoming
(800) 888-4478 ext. 6372
cathy.sokley@bwibooks.com
I worked at a public library for nine years prior to joining BWI. I have a BA in Telecommunications from Indiana University. Working at BWI has given me the opportunity to combine my library knowledge with my customer service experience.
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