Christopher Payne Email & Phone Number

Abbotsford Vic

• Resource and Workload:
• Managing resource and workload through dispatching tickets to consultants based on SLA and skill set
• Categorise and Prioritise according to Fred’s Priority levels
• Provide analysis, troubleshooting guidance and supporting artefacts to assist service delivery
• Contribute to achievement of SLA’s by ensuring tickets are prioritised and assigned within the SLA timeframe guidelines
• Perform Customer Services Board management including but not limited to reviewing tickets, resource availability/capacity, dispatch, triage and ticket research

Melbourne, Australia

Support, maintain and deliver quality process and service improvements that align with organisational strategy, priority and deliver measurable business valueBusiness and Process KnowledgeDevelop and maintain a solid understanding of cross functional team processes, business priority and objectivesDevelop and maintain a solid understanding of internal.

Abbotsford, Victoria, Australia

Demonstrate robust team behaviours including sharing knowledge, respectfully challenging ideas, being flexible and providing mentoring and coachingActively participate in problem reduction through effective communication of issues to Fred Help Team Leaders, Product Managers, Trainers and TechniciansActively participate in knowledge transfer through.

HQ: Abbotsford, Victoria

• Support the achievement of business objectives of the provision of superior Help Desk services to Fred Health, Fred Retail and Fred eHealth customers through investigation and resolution of the more complex software.
• Resolution of Escalated issues from Help Desk Consultants nationwide.
• Management of Production Support Boards for Escalated issues from Fred Help Customer Services regarding Fred Dispense, PBS Online, eRx Script Exchange and Fred Pak.
• Investigation and interpretation of Visual FoxPro databases.
• Liaison to Development Team, reporting of program update related problems, communication of Pharmacy needs Vs. Program Capabilities.
• Creation of Knowledgebase articles for known issues and Frequently Asked Questions about Program Errors, Procedures and Training.

Experience allocating SATS calls to Support Consultants.Assisting members of Support with calls they are unable to resolve on their own.Educating Support Consultants as well as Pharmacists about regulations and procedures that arise from changes in our Software to reflect changes to the Pharmaceutical Benefits Scheme.Investigation and resolution (where.

HQ: Abbotsford Melbourne

• Answering Support calls and e-mails from Customers, in accordance with our Service Level Agreements.
• Detailed logging of relevant information, and exceptional communication skills, resulting in positive feedback from customers.
• Lysander Training Course
• Providing Training to customers for Fred Dispense, and FredPak, via phone, internally, and on-site.
• Involvement in the eRx – Script Exchange, customer support, first level point of contact at FRED Health.
• Registrations and Activations using Microsoft Dynamics CRM, and the eRx Administration Portal.

Fast and efficient dispensing skills – Fred Dispense Software.Medication Profiling – Webstcare MMSNursing Home Drug Chart Audits and interpretation.Hospital Discharges, and communication with Doctor’s regarding regarding changes to medication regimes.Dose Administration Aids (Webster – Multi-Dose, Unit Dose 7 and Dosette).Consulting with other Pharmacies.

Fast and effective Dispensing skills –FRED Dispense and Aquarius Software.Webster-Pak and Dosette filling.Supplying Weekly medication orders for Nursing Homes.Stock Control, invoicing, transmission of daily orders from Wholesalers, Simple Retail POS software.SOFTWARE PACKAGES:Microsoft Office (Word, Excel, Access).PowerPoint.Outlook Express.WiniFred/FRED.