About Centerfirst Consulting, LLC Call Center company in Indianapolis, United States
Pete Guillot started Centerfirst in 2004 with the mission of providing deep expertise to help global pharmaceutical leaders maximize the value and ensure the compliance of customer interactions Pete has more than 25 years of business experience with 21 years in the pharmaceutical industry <_p>
Before starting Centerfirst_ Pete spent 8 years with Lilly in sales and marketing_ and 3 years as senior director of the Lilly Answers Center In 2020_ PharmaVOICE 100<_strong><_b> recognized Pete as one of the 100 most influential people in the life sciences industry <_p> Pete has led several successful consulting engagements at top-tier pharma_ medical device_ and service organizations He holds an MBA from the University of Texas at Austin and has certifications in public accounting_ internal auditing_ and regulatory affairs <_p> Pete has enjoyed being active in his local church community For several years_ Pete has volunteered to look after the 18-24 month-old toddlers during church service so that parents can get a short break and attend service <_p> As Centerfirsts Chief Operating Officer_ Wendy provides leadership to the Program Management and Client Operations teams When she joined Centerfirst in 2015_ Wendy brought with her over a decade of experience in leadership positions within regulatory environments in the biopharmaceutical industry <_p> Wendy converts her experience and expertise into value for Centerfirsts clients through a constant effort toward process improvement and program innovation Wendys supervision has seen the growth of many successful programs and she continues to impress our clients with her dedication to delivering on Centerfirsts promise of being the trusted expert in the biopharmaceutical call monitoring field <_p> Wendy earned her Bachelor of Science degree in Psychology from Park University She is also a Six Sigma Green Belt_ a Certified Manager from the Institute of Certified Professional Managers_ and is in the final stages of the Executive Leadership Program through Cornell University While she hasnt yet received a recognized certification to add to her list_ Wendy is also a self-proclaimed craft beer connoisseur <_p> Ken is the Vice President of Compliance and Continuous Improvement He has more than a decade of compliance_ business analytics_ and regulatory affairs experience within the health care industry_ including both managed care and as a member of a clinical research project for a medical device company He has successfully led companies through external governmental inspections and audit readiness implementations <_p> As the Vice President of Compliance and Continuous Improvement_ Ken serves on the company leadership team to promote internal vision_ culture_ and strategy He creates value for our clients by utilizing monitoring data to create meaningful analyses and recommendations relevant to Centerfirsts clients <_p> Hunter is the Senior Director of Sales and Marketing at Centerfirst and has most recently served as a project manager for a multi-brand call center migration project Prior to joining Centerfirst_ Hunter served a provider-owned health plan and was responsible for data analytics and management_ patient engagement_ risk stratification_ and regulatory compliance <_p> Hunters role as the Senior Director of Sales and Marketing combines his deep analytical abilities with his passion for delivering meaningful information that our clients can utilize to make informed business decisions <_p> Hunter received his bachelors degree in Chemistry from the University of Miami and while there_ served as a research intern for the Diabetes Research Institute Hunter received his Masters in Health Administration from Indiana University Outside of the office_ Hunter is the go-to guy for a beer recommendation and will keep you from embarrassing yourself at happy hour <_p> Allie serves as Centerfirsts Director of Customer Analytics_ and she oversees the Data Analytics team_ as well as the IT department Prior to joining Centerfirst in 2014_ Allie served a provider-owned health plan organization and was responsible for data analytics and validation for Federal_ State_ and commercial programs <_p> At Centerfirst_ Allie and her team make up the backbone of the business Allie uses her comprehensive knowledge of data analytics sourced from call monitoring data in order to provide valuable insights and trends to our clients <_p> Allie received her bachelors degree in Information Process Management through the Kelley School of Business at Indiana University and while there_ interned at the Indiana Department of Insurance in the Complaints and Medical Malpractice division Allie enjoys spending Saturday mornings at yard sales and antique stores looking for unique items to add to her collection <_p> Erin started her career at Centerfirst as a Monitoring Specialist and Subject Matter Expert for an ophthalmology product Case Management team_ roles which have helped her transition into the Director of Program Management position Erin holds over a decade of healthcare industry experience in marketing_ patient services_ case management_ and insurance processes <_p> As the Director of Program Management_ Erin is responsible for growing customer accounts while ensuring a high level of customer satisfaction She is also responsible for all client-facing duties for several of Centerfirsts large programs_ reporting on quality monitoring and communicating data-driven insights <_p> Erin received her Bachelors degree with a concentration in Nursing from Ball State University in Muncie_ Indiana Erins house is currently being remodeled and while she is very excited about the finished product_ theres no end in sight… She works out to relieve the stress from the renovations <_p> Stephanie joined the Centerfirst team in the Autumn of 2019 as our Human Resource and Accounting Manager This was a period in which the company was expecting to experience an unprecedented amount of growth moving into the new year_ and Stephanie proved herself to be more than able to handle the recruiting responsibilities that came her way <_p> In her role as the Director of Business Operations_ Stephanie not only conducts HR tasks such as recruiting_ benefits administration_ and onboarding_ but also manages the payroll and other accounting responsibilities Stephanies addition to the team has brought increased efficiencies to our internal work processes and we pass that saved time onto our clients <_p> Stephanie earned her BA from Purdue University and received her Society of Human Resource Management SHRM certification in January of 2019 Stephanie recently moved to the Indianapolis area with her husband_ two children_ and 3 dogs She loves it here and says its one of the best decisions they have ever made!<_p> Rebecca is Centerfirsts Senior Operations Manager Prior to joining the Centerfirst team_ Rebecca had 8 years of experience in the health care industry_ serving as a patient support call center representative She has also held multiple leadership responsibilities related to managing call center operations <_p> At Centerfirst_ Rebecca manages ongoing monitoring programs and internal quality assurance activities She identifies opportunities to improve operational and development efficiencies within our own business and builds up those areas in order to provide better services to our clients <_p> Rebecca earned her BA from Purdue University with a special focus in health and fitness Rebecca loves taking vacations to the ski slopes She feels most at home with sparkling white snow on the ground and ski poles in her hands <_p> Andrea joined the Centefirst team in October 2019 as our Senior Clinical Operations Manager In this role_ Andrea is responsible for the oversight_ training_ and assignment of Centerfirsts clinical monitoring team She is also responsible for many of the client-facing duties related to root cause analyses_ training_ and best practices <_p> Andrea has over eight years of experience working with biopharmaceutical clients from a call center perspective and seven years of clinical experience with a concentration in pediatric facilities <_p> Andrea earned a Bachelor of Science in Nursing from Western Governors University in North Carolina and is certified as a Registered Nurse Andrea is a lifelong pianist_ having played since she was four years old_ and now offers her talents to churches and theaters in her community <_p> Kathy is the Training and Quality Manager at Centerfirst_ and has been with Centerfirst almost since its inception Kathy was an integral part of building Centerfirst into its current form_ and she continues to put forth the same work ethic and dedication even to this day <_p> Kathy has more than 25 years of experience in the healthcare field and has worked in several roles across the regulated contact center industry Centerfirst clients benefit from Kathys vast knowledge of regulatory requirements and customer service as well as hands-on experience as a call center agent and quality manager <_p> Kathy is a Registered Nurse and has a Bachelor of Science degree in Nursing She loves to go on factory tours whenever she is on vacation_ and her favorites are those where any kind of food or drink is manufactured <_p> Jenny is a Program Manager at Centerfirst_ and previously served the company as a Business Operations Analyst and a Senior Monitoring Specialist Jenny carries with her over a decade of experience in the healthcare industry <_p> As Program Manager_ Jenny oversees one of the largest programs at Centerfirst_ leading a team of monitoring specialists and fostering strong client relationships Jenny gained an understanding of Centerfirsts business on a fundamental level while working under different roles at the company Now she provides our team and our clients with program and business solutions based on her intimate knowledge of internal and external business processes <_p> Jenny earned her BS from Indiana University with a special focus in math and psychology Ten months out of the year_ Jenny travels with her family all around the United States going to soccer tournaments for her two children <_p> Susannah joined the Centerfirst team as a Quality Monitoring Specialist in 2014 Applying her knowledge and experience of interpersonal dynamics_ communication_ and interaction_ her expertise led her to assume a Program Manager position As the Program Manager for one of Centerfirsts largest programs_ she has proven to be an efficient and effective leader <_p> Susannah creates value for Centerfirsts clients by constantly striving for process improvement and by delivering actionable insights to clients through close association with the Customer Analytics team <_p> Susannah earned her Bachelor of Science degree in Child Life at the School of Social Work at the University of Pittsburgh Susannah is also a long-time yoga practitioner As a certified yoga instructor_ Susannah continues to build on her 15 years of experience and enjoys sharing her passion with others <_p> As a Program Manager at Centerfirst_ Shannon leverages her years of client operations and quality assurance experience every day She is on the front line of client communications_ developing productive relationships and delivering a high level of satisfaction while constantly striving to improve the Centerfirst process <_p> Shannon earned her Bachelors degree from Indiana University in Bloomington_ IN Since moving to Indianapolis she has taken part in multiple community engagement and volunteer projects at Riley Hospital for Children_ the Ronald McDonald House_ and other local charitable organizations She also grows and sells flowers at her local farmers market every weekend <_p> As a Program Manager_ Jennifer provides training and oversight to the monitoring specialist team and performs quality control on several monitoring programs in order to ensure Centerfirst quality standards are met Jennifer provides value to our clients by using her past experience at Centerfirst as a Clinical Quality Monitoring Specialist to enhance the efficiency and effectiveness of current and prospective monitoring programs <_p> Jennifer carries over 16 years of experience as a Registered Nurse with 11 of those years in Neonatal Intensive Care and 3 years in case management Jennifer earned her Bachelor of Science in Nursing from Indiana University <_p> Outside of the office_ Jennifer enjoys spending her free time with her husband and two children as well as taking vacations to the beach Most weekends she can be found cheering for her children at their year-round sporting events <_p> Amy joined the Centerfirst team in August of 2018 as a Clinical Quality Monitoring Specialist Showcasing natural leadership ability and a willingness to accept further responsibility_ Amy stepped into the role of Program Manager in November of 2019 to head a significant client contract of unprecedented volume <_p> In this new role_ she has not missed a beat Amy uses her experience to innovate process improvements for her program and others_ conduct client meetings to present monitoring data and insights_ and train and support Centerfirsts clinical monitoring staff <_p> Amy holds a BS in Education from Indiana University as well as a Masters in Education from Indiana Wesleyan Amy also earned a Bachelor of Science in Nursing from Marian University and worked as an Emergency Department RN for two years before joining Centerfirst If shes not working_ shes standing on the sidelines of a soccer_ volleyball_ basketball_ or baseball game_ or driving one of her 3 kids to practice <_p> Nicole joined the Centerfirst team in June 2017 as a Quality Monitoring Specialist where she helped to develop insights for Centerfirsts clients through precise and expert monitoring In September 2019_ Nicole transitioned into the Business Operations Analyst role<_p> In her role as the Business Operations Analyst_ Nicole manages contractual obligations_ establishes departmental standards_ and works collaboratively with members of the Client Services team to identify potential process improvements Nicole also works as a part of Centerfirsts Data Analytics team to provide accurate data reporting to our clients <_p> Nicole brings more than a decade of experience in patient interactions to her role at Centerfirst and is committed to passing her expertise on to our clients <_p> As the Program Manager for two of Centerfirsts longest running Customer Experience focused programs_ Trisha is responsible for all client-facing faculties as well as oversight and training to a team of quality monitoring specialists with special attention to customer interactions She truly represents the Centerfirst tagline_ “Every Contact Matters”_ through her effective communication and strong relationships with our clients and contact center partners <_p> Trisha carries over 13 years of experience as a registered nurse with 11 of those years in Neonatal Intensive Care and 2 years in case management Trisha earned her Bachelor of Science in Nursing from Ball State University <_p> In her free time_ you can find Trisha cheering on her two daughters at basketball games and cross country meets_ as well as going for long walks with her husband and yellow lab <_p>
