Customer Service & Account Specifications
Heidi Gluchman
Senior Manager of Customer Service and Account Specifications
(800) 888-4478, voicemail 6380
HGluchman@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.
Sam Wohnrade
Supervisor of Customer Service and Account Specifications
(800) 888-4478, voicemail 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, Georgia, Mississippi, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, NYC, east New York, upper New York, North Carolina, Pennsylvania (East), Rhode Island, South Carolina, Tennessee, Vermont, Virginia, Washington D.C.
(800) 888-4478, voicemail 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.
Laura Ozanic
Customer Care Consultant
Arkansas, north Illinois, south Illinois, north Indiana, south Indiana, Iowa, Kansas, Kentucky, Minnesota, Missouri, Nebraska, North Dakota, south Ohio, Oklahoma, South Dakota, West Virginia, Wisconsin
(800) 888-4478, voicemail 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
Florida, Louisiana, Michigan, north Ohio, west New York, west Pennsylvania, Texas
(800) 888-4478, voicemail 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.
Kim Yencich
Customer Care Consultant
Alaska, Arizona, California, Colorado, Hawaii, Idaho, Montana, New Mexico, Nevada, Oregon, Utah, Washington, Wyoming
(800) 888-4478, voicemail 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, north Illinois, south Illinois, north Indiana, south Indiana, Iowa, Kansas, Kentucky, Minnesota, Missouri, Nebraska, North Dakota, south Ohio, Oklahoma, South Dakota, West Virginia, Wisconsin
(800) 888-4478, voicemail 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.
Beth Diehl
Customer Specifications Coordinator
Alabama, Connecticut, Delaware, Georgia, Mississippi, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, NYC, east New York, upper New York, North Carolina, Pennsylvania (East), Rhode Island, South Carolina, Tennessee, Vermont, Virginia, Washington D.C.
(800) 888-4478, voicemail 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.
Dan Kraft
Customer Specifications Coordinator
Alaska, California, Hawaii, Idaho, Michigan, Montana, New Mexico, west New York, north Ohio, Oregon, Pennsylvania (West) Washington, Wyoming
(800) 888-4478, voicemail 6372
dan.kraft@bwibooks.com
I started as a maintenance clerk with BWI before becoming a Specifications Coordinator. Prior to joining the BWI team, I focused on teaching English to ESL students. I have a BA in English from Western Illinois University and enjoy my work as I have always been passionate about reading.
Cathy Sokley
Customer Specifications Coordinator
Arizona, Colorado, Florida, Louisiana, New Mexico, Nevada, Texas, Utah
(800) 888-4478, voicemail 6373
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.
Carolyn Matthews
Special Projects Coordinator/Trainer
(800) 888-4478, voicemail 6371
carolyn.matthews@bwibooks.com
I have over 21 years of customer service and special project experience. I believe excellent customer service is listening to the needs of our customers, paying attention to details and gaining rapport in the process.
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