Stephanie Coughlin

Detail-oriented professional with 15+ years of experience in customer service, order processing, and data management. Skilled at managing multiple systems and priorities, resolving issues accurately and efficiently, and maintaining precise records. Seeking to bring strong organizational skills and technical proficiency to an office/administrative support role.

Customer Service Representative at The LEGO Group (2020-09 – 2026-08)

• Respond to consumer inquiries via phone, email, and chat, covering order status, account issues, digital experience troubleshooting, and product quality concerns
• Build strong, lasting consumer relationships through a fun, engaging service style
• Assess and resolve product-related issues using multiple internal tools and systems, applying solid IT troubleshooting skills
• Adapt to varied shift schedules to maintain consistent, exceptional service coverage

Customer Service Specialist at Stanley Black & Decker, Inc. (2019-03 – 2019-12)

• Processed customer purchase orders submitted by fax, email, and phone, and prepared quotes reflecting current cost and product availability
• Provided customers with status updates on open sales orders, shipping details, and product availability
• Maintained schedule and system adherence while managing incoming email and phone inquiries
• Used active listening to build rapport and accurately capture customer requests
• Shared best practices with team members to support consistent service quality

Global Support Desk Operational Specialist 2 at Konica Minolta Business Solutions USA, Inc. (2010-07 – 2018-12)

• Processed orders and managed customer inquiries and complaints across multiple channels
• Served as Subject Matter Expert on specified support tasks
• Coordinated with internal and external resources to resolve complex, multi-step customer requests
• Maintained consistent communication with customers throughout the resolution process
• Completed ongoing training curriculum to stay current on processes and product knowledge

Data Entry at Alpha Professional Tools (2007-07 – 2010-03)

• Entered and processed customer purchase orders using Mas200 software, including volume pricing and monthly promotional discounts for house accounts
• Logged phone and email correspondence in Saleslogix and tracked shipments online and in Mas200
• Coordinated with Media, Customer Service, and Sales teams on trade-show and event logistics
• Managed incoming/outgoing mail processing using a Pitney Bowes postage machine
• Served as liaison to clients, confirming order accuracy against purchase orders received

High School Diploma – Enfield High School (1999)