Dickson Lentswe Koboyankwe

Managed daily appointment scheduling and dispatch coordination for field service technicians. Coordinated technician availability, after-hours and on-call coverage, work orders, invoices, and service agreements.

Managed daily scheduling and dispatch of HVAC, heating, and plumbing service appointments. Coordinated technicians, after-hours and on-call coverage, work orders, invoices, and service agreements.

Coordinated day-to-day home care services and scheduled home visits to support timely delivery of client care services. Developed and coordinated personalized care plans in collaboration with healthcare providers, families, clients, and care teams.

Processed and administered travel medical insurance claims in a fully remote healthcare operations environment. Verified member eligibility and insurance benefits for medical providers.

Led a team of quality assurance analysts supporting a U.S. medical insurance campaign. Oversaw the development and implementation of quality assurance processes for healthcare insurance operations.

Supervised Attending Physician Statements (APS) retrievers and medical records retrieval teams. Managed medical records retrieval activities involving healthcare providers, insurance companies, and legal organizations.

Led a medical records department team responsible for Attending Physician Statements (APS) retrieval and other medical records retrieval activities. Assisted team members with retrieving medical records from healthcare providers, insurance companies, and legal organizations.

Managed customer interactions involving insurance-related products and services. Applied insurance coordination of benefits concepts during customer interactions.

Provided customer-focused technical support through email, phone, chat, and face-to-face communication. Logged and monitored support cases while maintaining high accuracy and SLA requirements.

Provided first-line and second-line software and technical support. Logged, monitored, tracked, and resolved technical support calls.

Supported cybersecurity activities including risk assessment, security architecture, incident response, security auditing, compliance, and threat intelligence. Worked with data protection and privacy principles relevant to secure information handling.

Ongoing Diploma in Cyber Security, in progress since February 2024.

Completed a course on Artificial Intelligence in the 4IR in 2023.

Earned a National Diploma in Information and Communication Technology in 2007.

Completed secondary school and obtained a Matric certificate from 2002 to 2006.