Contact Center Expert Consultants for Pharma and Biotech Industry
Maximize the Value of your Pharma Contact Center
"CenterFirst started working with us when we needed help with improving our contact center operations. They stayed with us to help develop a new global approach for contact centers across all of Shire. CenterFirst consistently brought the right level of expertise in both strategy and operations that helped us advance in this increasingly critical area of our business."— Bob Harrell, Director of Integrated Marketing – Shire
Leadership Bios
Pete Guillot, MBA, CPA, CIA, RAC (Regulatory Affairs Certification) – President
Since its inception in 2004, CenterFirst has built a reputation for providing exceptional customer service and comprehensive expertise to pharmaceutical contact centers. Pete has more than 20 years of business experience with 16 years in the pharmaceutical industry. During his 11 years at Lilly, he held several leadership positions including 3 years as Director of the Lilly Answers Center. Pete has led several consulting engagements at top tier manufacturing and service organizations.
Ann McDonnell, MBA – Principal
Ann has over 10+ years of experience in the pharmaceutical industry. Ann worked as a project manager for Accenture specializing in organizational design, training, and business process redesign. She also held several management and director positions at Astra Merck and AstraZeneca (AZ), within communications, customer sales and managed care promotions. At CenterFirst, Ann most recently led a project to create and implement an internal Medical Information Contact Center for a top tier pharmaceutical company. She also worked across our clients to provide organizational design and change management expertise to assess workload capacities, design and implement new roles, and develop job competencies.
Susan Dana – Senior Consultant
Susan brings more than 20 years of managerial experience in the field of contact management, primarily within the pharmaceutical/healthcare industries. With an unwavering focus on the value of a superior customer experience, Susan has started and run her own successful 200 hundredseat contact center, as well as helped other organizations across multiple industries including, pharmaceutical, technology, managed care and mortgage banking to develop and effectively run their own centers. The path of her career has given her a unique perspective of the key disciplines that make up a successful contact center; this, combined with her highly creative nature, results in the development of innovative strategic plans and action steps which achieve superior results. Susan majored in Journalism at Rutgers University.
Stacy Leone Worton – Senior Consultant
Stacy has over 12 years of experience in the pharmaceutical industry. Stacy has worked as a client partner at AstraZeneca focusing on IT strategy and direction for several business areas within AZ. She has also held several positions within IT providing support to Sales and Marketing for GlaxoSmithKline. Her primary focus at GlaxoSmithKline was the design and implementation of training programs for GSK employees.
Kathy Pickering, RN – Senior Consultant
Kathy holds a BS in nursing and has over 20 years experience in the healthcare field. For the last seven years, Kathy has served in several roles in the regulated contact center arena. Kathy’s vast knowledge of regulatory documentation requirements as well as hands on experience as an agent, documentation specialist, and quality manager greatly adds to the CenterFirst team level of expertise.
Nikki Collucci, RN, BSN – Senior Consultant
Nikki holds a Bachelor of Science in Nursing and has over 10 years experience in the healthcare field, including positions with the contact center at Eli Lilly and Company. During her time at the Lilly Answers Center, she developed deep expertise in providing medical and product information, regulatory documentation requirements, and call handling procedures. Her excellent communication skills and strong clinical background helps her establish strong connections with the healthcare and contact center professionals CenterFirst serves.