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Ma Fausta Norlene Barrion

@mafaustanorlenebarri

Customer Service Representative at Sutherland Global Services resolving healthcare billing, insurance claims, and payment concerns.

Philippines

Message

At Sutherland Global Services, I handle customer questions about healthcare billing, insurance, payments, and accounts. I explain EOBs and claim outcomes, and research denials, billing discrepancies, refunds, and escalations.

My work has earned top QA results and CSAT scores of 4.0+, along with Top Performer recognition for an entire quarter in 2025.

Earlier at TaskUs, I supported a food delivery account and evaluated customer interactions as a Quality Analyst. I also handled collections at Sutherland Global Services and iQor, working with overdue accounts, payment arrangements, and account resolution.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Sutherland Global Services

Jul 2024 - Present (2 years 3 months)

Handled 50+ customer interactions daily involving healthcare billing, insurance, payment, and account concerns. Explained EOBs, patient responsibility, deductibles, coinsurance, claim outcomes, and billing issues clearly and accurately.

Healthcare Billing Insurance Claims Customer Service Account Management Payment Processing Dispute Resolution Escalation Management Quality Assurance Customer Satisfaction Problem Solving Phone Support Email Support Live Chat

Collections Representative

Sutherland Global Services

May 2022 - Jan 2024 (1 year 8 months)

Handled inbound and outbound contact for overdue accounts, consistently meeting and exceeding monthly collection targets. Utilized effective negotiation and communication techniques to establish payment arrangements and resolve disputes with debtors.

Collections Negotiation Communication Skills Payment Arrangement Dispute Resolution Account Management

Customer Service / Quality Analyst

TaskUs

Apr 2018 - Apr 2022 (4 years)

Evaluated 200+ customer interactions, identified performance gaps, and provided actionable feedback to improve service quality and compliance. Supported customers for a food delivery account, assisting merchants and delivery drivers with orders, payments, delivery issues, and account concerns.

Quality Assurance Customer Service Feedback Compliance Food Delivery Merchant Support Driver Support Order Management Payment Processing Account Management

Collections Representative

iQor

Apr 2014 - May 2015 (1 year 1 month)

Handled cardholder accounts, outstanding balances, payment concerns, and collection activities. Assisted members with account resolution and payment options while maintaining accurate account documentation.

Collections Card Accounts Payments Account Resolution Documentation