Jalene Heathman

Dedicated and customer-focused professional with experience in delivering high-quality service in fast-paced environments. Skilled in handling customer inquiries, resolving issues efficiently, and maintaining a positive brand image. Adept at using CRM systems and collaborating with cross-functional teams to ensure customer satisfaction and loyalty. Proven ability to stay calm under pressure and adapt quickly to evolving customer needs.

Billing Customer Support Representative at Evercommerce (2025-09 – 2026-05)

Provided billing and account support to healthcare providers using DrChrono's EHR and practice management platform.

• Responded to customer inquiries regarding invoices, subscriptions, payments, refunds, and account adjustments via phone, email, and ticketing systems.
• Investigated and resolved billing discrepancies, payment failures, and account errors with accuracy and attention to detail.
• Assisted customers with plan changes, upgrades, downgrades, cancellations, and renewals.
• Processed refunds, credits, and adjustments in accordance with company policies.
• Collaborated with finance, sales, and technical support teams to resolve complex billing and account issues.
• Maintained accurate customer records and documented all interactions in CRM and billing systems.
• Educated customers on billing processes, pricing structures, and payment options to improve satisfaction and retention.
• Ensured compliance with HIPAA and internal data security standards when handling customer information.
• Met or exceeded performance metrics for response time, resolution time, and customer satisfaction.

Customer Service Representative at Spartan Camara (2024-11 – 2025-09)

Provide end-user support for a full suite of digital imaging products, including mirrorless cameras, action cams, and accessories.

• Maintain a 95%+ customer satisfaction rating through active listening and problem-solving.
• Utilize CRM tools (i.e., Zendesk) to log interactions, track orders, and follow up on escalated issues.
• Collaborate with internal departments to resolve customer concerns regarding billing, shipping, and product issues.
• Processed refunds, returns, and account changes in compliance with company policy.
• Assist customers with setup, product features, and care instructions, enhancing product satisfaction and reducing return rates.
• Resolve customer issues related to hardware functionality, firmware updates, mobile app connectivity, and warranty coverage.

Full-Time Nanny at Private Family (2022-06 – 2024-11)

• Provide full-time care for an 8-month-old child, including feeding, diapering, naps, and developmental play.
• Establish and maintain consistent routines, contributing to healthy sleep patterns and behavior.
• Prepare nutritious meals and snacks, handle light housekeeping (laundry, tidying), and organize age-appropriate activities.
• Maintain open communication with parents through daily updates and weekly planning.

Cook, Cashier at Zaxby's Restaurant (2020-01 – 2022-05)

• Processed POS transactions, including checks, cash, and credit purchases or refunds.
• Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
• Consistently met upsell goals by highlighting target merchandise with strategic promotional approaches.
• Mentored new team members on registers, meeting customer needs, maximizing group performance, and maintaining high satisfaction with customers.
• Maintained organized and clean customer areas by completing daily recovery checklists.

H.S. Diploma – Discovery High School