Ewo B.
Senior Executive Operations & Customer Experience Specialist
Open to offersNew to PlatformAbout
Sharon M. is a seasoned Executive Operations & Customer Experience Specialist with over five years of expertise in managing and optimizing operational systems across the healthcare and SaaS sectors. She has a proven track record in designing effective workflow systems, including live chat, email, voice support, and CRM pipeline management, ensuring seamless patient onboarding and executive scheduling. Sharon has honed her skills in SOP Development to support ticket resolution and patient case management in high-pressure, multi-time-zone environments. Operating with fluency in English and French, she has effectively managed multi-channel support systems across global teams, upholding service level agreements (SLAs) and reporting standards. Her work at companies such as CaptChat and Iknite Inc involved enhancing visibility and operational efficiency through structured reporting and stakeholder coordination. Sharon's adeptness with platforms like Zendesk, Salesforce, and Epic Systems underscores her commitment to improving customer experience and operational visibility.
Experience
PATIENT COORDINATOR & INTERNATIONAL CLIENT SUPPORT SPECIALIST
CAPTCHAT · 2024 — 2025Operated a structured multichannel communication system using live chat, email, voice, and Webex to assist international fertility patients across European clinics. Executed patient onboarding workflows across multiple healthcare providers and time zones while maintaining a CRM-based case tracking system to ensure visibility of the patient journey lifecycle. Coordinated escalation pathways for time-sensitive medical cases and ensured documentation readiness across patient records.EXECUTIVE VIRTUAL ASSISTANT TO C-SUITE EXECUTIVE
U.S.-Based Entrepreneur & Business Executive · 2022 — 2023Structured executive schedules across various time zones to ensure that business priorities were appropriately addressed. Organized communications and stakeholder interactions to enhance responsiveness and reduce oversight risks. Prepared reports, presentations, and meeting materials to support executive decision-making, while keeping client information organized within CRM systems.EXECUTIVE OPERATIONS & PROJECT COORDINATOR TO CHAIRMAN
Mukete Estate Limited · 2015 — 2020Acted as a trusted coordination partner for executive leadership, maintaining visibility on business priorities and strategic initiatives. Prepared reports, project updates, and meeting documentation while monitoring project progress to ensure key actions were followed up on. Established communication channels between leadership and operational teams.OPERATIONS COORDINATOR
IKNITE INCEnhanced operational visibility by monitoring priorities, deliverables, and project progress within a 12-member distributed team. Generated recurring status updates that allowed leadership to recognize blockers and project risks, while promoting accountability through consistent follow-up and action tracking.MEDICAL BILLING & ADMINISTRATIVE ASSISTANT
Omega Health CareVerified insurance eligibility, prepared billing documentation, and addressed patient inquiries. Scheduled appointments and facilitated communication with patients while maintaining accurate records. Reviewed documentation for completeness before processing and contributed to resolving billing concerns to enhance patient experiences.CUSTOMER SUCCESS SPECIALIST
ENETSKY IncResolved inquiries from customers across live chat, email, and voice channels while adhering to service quality standards. Assisted customers in onboarding and account-related processes, investigated issues, and documented solutions, facilitating necessary escalations when needed. Collaborated with internal teams to enhance customer outcomes.
Skills & Expertise
Education
- Bachelors Mechanical EngineeringCATHOLIC UNIVERSITY INSTITUTE OF BUEA
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