Ricky J. Afalava
Henderson
Summary
Customer focused professional with experience in customer experience management, technical support, and operations, specializing in resolving complex issues, improving processes, and delivering high-quality service across multiple communication channels. Proven ability to drive customer satisfaction, support technical teams, and exceed performance metrics in fast paced environments.
Overview
10
10
years of professional experience
Work History
Customer Experience Manager
InTouch CX
Las Vegas, NV
08.2025 - Current
- Resolve customer inquiries regarding appointment times, billing issues and technical conflicts whilst allocating a positive customer experience.
- Provide timely and professional support via phone, chat, email and social media channels.
- Deliver accurate information regarding products, services, policies and procedures.
- Actively listen to customer concerns to identify needs and recommend appropriate solutions.
- Successfully exceed SLA in all key performance indicators as outlined by the leadership team.
- Maintain high customer satisfaction scores through empathetic and solution focused interactions.
Technical Support Agent II
Telus
Las Vegas, NV
01.2023 - 08.2025
- Served as primary Subject Matter Expert for complex technical issues, providing advanced troubleshooting support to Tier 1 and Tier 2 agents.
- Resolved high priority and escalated customer cases involving software, hardware, and system integrations.
- Pioneered root cause analysis to identify recurring technical issues and implemented long term solutions.
- Final escalation point for unresolved incidents, ensuring timely resolution and customer satisfaction.
- Developed and maintained technical documentation, SOPs and internal knowledge base articles.
- Trained and mentored support agents on technical systems, tools and troubleshooting methodologies.
Laborer
Quality Certified LLC
Las Vegas, NV
01.2023 - 03.2025
- Operated heavy machinery to complete construction tasks efficiently.
- Collaborated with team members to ensure adherence to safety protocols on job sites.
- Assisted in material handling and transportation for various projects, improving workflow efficiency.
- Conducted routine maintenance checks on tools and equipment to minimize downtime.
- Streamlined processes for site clean-up, enhancing overall productivity during project completion.
- Loaded, unloaded, and moved material to and from storage and production areas.
Armed Security Officer
Marksman Security
Las Vegas, NV
06.2023 - 12.2024
- Conducted routine patrols of commercial and residential properties to ensure safety, security and compliance with site-specific protocols.
- Monitored premises and documented incidents in accordance with established standard operating procedures.
- Completed detailed beginning and end-of-shift reports to maintain accurate operational records and ensure continuity between shifts.
- Collaborated with team members to coordinate coverage, maintain site security standards, and ensure completion of assigned duties.
- Reviewed existing SOPs and contributed to updates and process improvements to enhance effectiveness and compliance.
Customer Service Specialist
1ST Bank
Lakewood, CO
10.2021 - 06.2023
- Delivered exceptional customer service by professionals assisting clients with inquiries, requests and account related concerns.
- Managed inbound customer communications, providing accurate information and timely resolutions to enhance customer satisfaction.
- Created and maintained customer accounts whilst ensuring accuracy, confidentiality, and compliance with company policies.
- Verified claims and documentation by reviewing customer information and following established verification procedures.
- Educated clients on available products and services, recommending solutions aligned with individual needs and goals.
- Built and maintained strong client relationships by proactively resolving issues, addressing concerns, and promoting positive customer experiences.
Area Security
Lincoln Center Properties
Las Vegas, NV
03.2016 - 10.2021
- Monitored assigned areas for security risks, safety hazards, and suspicious activity, documenting incidents in accordance with established standard operating procedures.
- Conducted scheduled and random patrols across multiple commercial and residential locations to ensure safety, security, and compliance with site-specific policies.
- Prepared comprehensive shift reports and incident documentation to support accurate recordkeeping and operational continuity.
- Coordinated with security personnel and site stakeholders to maintain consistent coverage and uphold security standards across assigned locations.
- Responded promptly to incidents, alarms, and emergencies, applying established protocols to mitigate risks and ensure occupant safety.
- Reviewed and supported updates to SOPs and security procedures, contributing to continuous improvement of operational effectiveness and compliance measures.
Education
High School Diploma -
Cherry Creek High School
Greenwood Village05-2016
Skills
- Five9
- Salesforce
- IOS
- Microsoft Office Suite
- Google Suite
- Hubspot
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Account management
AREAS OF EXPERTISE
- Omnichannel Support
- Social Media
- CRM Systems
- Ticketing & Case Management Systems
- SLA Performance Management
- KPI Management
- Escalation Management
- Incident Resolution
- Technical Toolshed
- Leadership Toolshed
- Knowledge Base & Documentation Management
- Cross-Functional Collaboration
- Interpersonal Skills
- Verbal & Written Communication
- Research
- Problem Solving
- System Implementation
- Organizational Leadership
Timeline
Customer Experience Manager
InTouch CX
08.2025 - Current
Armed Security Officer
Marksman Security
06.2023 - 12.2024
Laborer
Quality Certified LLC
01.2023 - 03.2025
Technical Support Agent II
Telus
01.2023 - 08.2025
Customer Service Specialist
1ST Bank
10.2021 - 06.2023
Area Security
Lincoln Center Properties
03.2016 - 10.2021
High School Diploma -
Cherry Creek High School