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Diana Rose Onez

@dianaroseonez

Customer experience agent supporting Google products at Concentrix, troubleshooting Pixel issues and coordinating warranty, repair, and replacement requests.

Philippines

Message

At Concentrix, I handled customer inquiries about Google products across phone, email, and live chat. I investigated Google Pixel issues and coordinated warranty, repair, or replacement requests.

As a Social Media Content Moderator at Concentrix, I reviewed and flagged user-generated content on Facebook and Instagram using the SRT Rating Tool and platform policies.

At Sutherland Global Services, I supported AT&T customers with billing, subscriptions, and technical concerns. At Concentrix, I also assisted Macy’s omnichannel e-commerce customers with orders, shipping, returns, refunds, and replacements.

Experience

Work history, roles, and key accomplishments

Email and Live Chat Support

Concentrix

Aug 2024 - Oct 2026 (2 years 2 months)

Handled high-volume customer inquiries for Google products via phone, email, and live chat, troubleshooting device issues and coordinating warranty, repair, or replacement requests while meeting SLA targets.

Customer Service Live Chat Email Support Phone Support Technical Troubleshooting Case Management SLA Performance Metrics Google Products

Social Media Content Moderator

Concentrix

Jul 2021 - Jul 2024 (3 years)

Reviewed and flagged high volumes of user-generated content on Facebook and Instagram using the SRT Rating Tool in line with platform policies.

Content Moderation Social Media SRT Rating Tool Policy Compliance

Customer Experience Agent

Sutherland Global Services

Nov 2019 - Jul 2020 (8 months)

Handled inbound calls for AT&T customers regarding billing, subscriptions, and technical concerns, providing professional and efficient customer support and personalized solutions.

Customer Service Inbound Calls Billing Support Technical Support Problem Solving

Customer Experience Agent

Concentrix

Sep 2017 - Jan 2019 (1 year 4 months)

Handled inbound calls for Macy's omnichannel e-commerce customers, assisting with orders, website navigation, shipment tracking, returns, refunds, and replacements while maintaining a customer-focused approach.

Customer Service E commerce Support Order Management Shipment Tracking Returns Refunds Replacements Omni Channel Support