Domonique Cosley
Detroit,MI
Summary
Customer-focused support professional with experience in retail, high-volume call centers, and remote customer service environments. Known for delivering attentive service, resolving complex customer concerns with empathy, and maintaining productivity standards in fast-paced settings. Skilled in phone, email, and chat support, handling returns and product inquiries, and creating positive customer experiences.
Overview
12
12
years of professional experience
Work History
Scheduling Coordinator
Hamilton Family Business
Michigan
01.2023 - Current
- Coordinate scheduling for daily operations, managing 25–40 appointments and service requests per week
- Serve as primary contact for client inquiries, resolving issues and schedule conflicts to maintain service continuity
- Maintain accurate records across digital systems, reducing scheduling errors and missed appointments
- Process and update operational data, ensuring timely communication with team members and clients
- Improved workflow efficiency by organizing scheduling processes and tracking requests
Customer Support & AI Platform Specialist (Contract)
Outlier
Remote
12.2024 - 01.2026
- Completed 200–300 structured support tasks weekly in a fast-paced remote environment
- Maintained high accuracy and quality standards while meeting productivity targets
- Reviewed and resolved complex issues using analytical problem-solving
- Communicated clearly with team members to clarify requirements and improve workflows
- Used multiple digital platforms and tools to complete tasks efficiently
- Consistently met performance expectations in a metrics-driven environment
- Demonstrated adaptability while handling changing guidelines and priorities
Customer Service Lead
Macy’s
Dearborn, MI
04.2021 - 01.2023
- Led a team of 12 Customer Service Associates in a busy retail environment, ensuring high service standards
- Resolved escalated customer concerns involving returns, exchanges, damaged merchandise, and policy exceptions
- Provided personalized assistance to customers seeking product guidance, availability, and promotions
- Maintained adherence to service standards and productivity expectations during peak periods
- Acted as a brand representative, ensuring customers received a positive service experience
- Coordinated with departments to resolve order, shipping, and inventory issues
Technical Support Specialist
Teleperformance
Remote
01.2019 - 01.2023
- Handled 50–70 inbound customer calls per shift in a high-volume contact center environment
- Resolved most technical and account-related issues on first contact, improving customer satisfaction
- Troubleshot software, login, and account problems using structured diagnostic steps
- Managed difficult conversations with empathy while maintaining professionalism
- Documented cases clearly in ticketing systems to ensure accurate follow-up and resolution
- Met strict performance targets for productivity, quality, and response time under service level agreements
- Escalated complex issues when necessary while maintaining ownership of the customer experience
- Worked scheduled shifts including evenings, weekends, and peak periods
Sales Associate
Walmart
Livonia, MI
05.2014 - 04.2017
- Assisted 75+ customers per shift with product questions, item location, and purchase decisions
- Supported seasonal promotions and merchandising displays that increased department sales
- Organized backroom inventory and restocked shelves, reducing item retrieval time by approximately 15%
- Processed transactions and handled returns while maintaining accuracy and customer satisfaction
- Maintained a clean, organized sales floor to improve the shopping experience
Education
Bachelor of Science - Information Systems Management
University of Michigan–Dearborn
Dearborn, MI01-2025
Associate of Business Administration - Business Administration
Henry Ford College
Dearborn05-2020
Skills
- Customer Service
- Call Center Operations
- Conflict Resolution
- Returns & Order Support
- Product Guidance & Recommendations
- Phone Support
- Email Support
- Chat Support
- Customer Escalation Handling
- Data Entry
- Case Documentation
- Microsoft Office
- Ticketing Systems
- CRM Tools
- High-Volume Environments
- Remote Work
- Internet Applications
- Remote Collaboration Tools
- Comfortable learning new software and systems quickly
Timeline
Customer Support & AI Platform Specialist (Contract)
Outlier
12.2024 - 01.2026
Scheduling Coordinator
Hamilton Family Business
01.2023 - Current
Customer Service Lead
Macy’s
04.2021 - 01.2023
Technical Support Specialist
Teleperformance
01.2019 - 01.2023
Sales Associate
Walmart
05.2014 - 04.2017
Bachelor of Science - Information Systems Management
University of Michigan–Dearborn
Associate of Business Administration - Business Administration
Henry Ford College
Additional Information
Experienced working remotely with a dedicated home office and reliable wired internet, flexible to work evenings, weekends, and peak periods, and comfortable learning new systems quickly while maintaining a professional, customer-focused approach.