Kevin Henn
Bellevue,WA
Summary
Dynamic professional with proven expertise in fraud detection and customer service at Wizards of the Coast. Skilled in pre-roll machine operation and inventory management, ensuring quality control and efficient order fulfillment. Proactive approach and strong communication skills enhance collaboration and boost customer satisfaction.
Overview
28
28
years of professional experience
Work History
Production Assistant-Preroll Machine Operator
Hannah Industries
05.2023 - Current
- Obtained daily build sheets and managed prerolled joint production for two cannabis brands.
- Operated preroll machine efficiently to produce cannabis products.
- Hand tamped prerolled cannabis to ensure consistent density and quality.
- Maintained and tracked preroll material inventory to support production needs.
- Built inventory for daily orders by packaging product into tubes, jars, and packs.
- Assist with completing order fulfillment.
- Maintain a clean workplace by taking out recycling and garbage after each workday.
Stay at Home Dad
06.2017 - 04.2023
- Provided daily care for two children, ensuring their safety and well-being.
- Scheduled and coordinated diverse activities, ensuring engagement and timely execution.
- Oversaw household budget, tracking expenses to enhance financial management.
- Maintained calm demeanor during difficult interactions, fostering positive communication.
Fraud Specialist
Wizards of the Coast
03.2014 - 06.2017
- Evaluated customer accounts and orders to detect and prevent credit card and in-game fraud.
- Assisted customers, credit card holders, bank representatives, and law enforcement via phones and email, resolving a variety of complex issues with customer accounts and unauthorized charges.
- Researched and analyzed credit card chargebacks to identify patterns and inform fraud prevention strategies.
- Continually reviewed chargeback and liability data in order to surface and suppress emerging fraud trends.
- Processed and logged refunds and repayments for unauthorized charges, ensuring timely resolution for customers.
Customer Service Representative
Zulily.com
10.2013 - 03.2014
- Assisted customers, resolving issues through incoming phone and email interactions.
- Collaborated with vendors to resolve issues related to drop shipped items in customer orders.
- Escalated inventory discrepancies and product listing inaccuracies to appropriate departments for resolution.
Multiple Roles in Fraud Prevention and Customer Service
Amazon.com
02.1998 - 10.2013
- Collaborated with financial institutions, customers, customer service and fulfillment center associates, management, and peers to mitigate bad debt from credit card fraud, direct debit non-payment, and promotional abuse across North American and European organizations.
- Investigated merchant activity and behavior posing debt risks to Amazon.com and its buyers while safeguarding optimal seller experience for those under inquiry.
- Communicated via email and telephone with buyers, merchants, and other external entities to make informed decisions about merchant risk investigations.
- Resolved problems for customers in email and phone queues in roles with increasing complexity, including highly escalated situations with customers writing directly to our CEO.
- Ensured accountability for performance metrics, driving consistent productivity improvements.
- Facilitated communication between customer service and distribution center to represent customer needs.
- Provided support to customers through email and phone communication.
- Mentored and trained new team members, providing development feedback.
Education
Bachelor of Arts - History
Seattle University
Seattle06-1996
Skills
- Pre-roll machine operation
- Quality control
- Order fulfillment
- Packaging techniques
- Inventory management
- Fraud detection
Timeline
Production Assistant-Preroll Machine Operator
Hannah Industries
05.2023 - Current
Stay at Home Dad
06.2017 - 04.2023
Fraud Specialist
Wizards of the Coast
03.2014 - 06.2017
Customer Service Representative
Zulily.com
10.2013 - 03.2014
Multiple Roles in Fraud Prevention and Customer Service
Amazon.com
02.1998 - 10.2013
Bachelor of Arts - History
Seattle University