RALINA ROCHA
Grand Rapids,MI
Summary
Results-driven banking professional with over 11 years of customer service experience and a proven ability to lead teams and deliver exceptional client solutions. Skilled in relationship management, process improvement, and cross-functional collaboration within Commercial and Retail Business Banking environments. Adept at training and mentoring team members, ensuring operational excellence, and driving performance to meet organizational goals. Committed to fostering a positive team culture and delivering outstanding service to both internal and external clients.
Overview
2026
2026
years of professional experience
Work History
Commercial Services Representative I
Fifth Third Bank
01.2025 - Current
- Assisted customers with inquiries and resolved issues efficiently.
- Managed service requests using CRM software to ensure accurate tracking.
- Collaborated with team members to enhance service delivery processes.
- Educated and provided recommendations to clients on banking products and services, ensuring clear understanding of policies and procedures.
- Delivered exceptional service to Commercial clients, consistently exceeding performance goals with 132% AHT efficiency and 89.14% QA Quality YTD by resolving inquiries and issues promptly via phone
- Achieved 11 consecutive months of over 125% sentiment scores, including 3 months above 150% and 2 months ranked Top Sentiment in the CSC, driving superior customer experience.
- Made significant impact as Lead Coordinator on multiple projects and BRG events, fostering engagement and inclusion across the organization.
- Selected as one of two leaders for the Retail & Business Banking Engagement Team, spearheading initiatives to enhance team collaboration and morale, and chosen to design and distribute the weekly “Mindful Monday” newsletter to the entire CSC department.
Claims Specialist
Amynta/Guardsman
- Proficient computer and data entry skills comprehensive knowledge of computer operations, including software and web-based programs
- Mastered skills in Applix
- Professional telephone etiquette
- Ability to solve problems excellent at de-escalating customer situations excellent decision-making and negotiation skills
- Self-motivated with strong work ethic, time management and interpersonal skills ability to work well with others
- Ability to operate dual screens and multitask detail-oriented follows instructions
- Knowledge and understanding of the department protocols for call handling, productivity and quality
- Willingness to learn flexibility to adapt to change in processes
Skip Tracer
Loss Prevention Services
- Conducted thorough investigations to locate individuals and assets using proprietary databases and tools.
- Analyzed case files to identify patterns in asset recovery and inform investigation strategies.
- Developed and maintained detailed records of skip tracing activities to ensure compliance with legal standards.
- Collaborated with law enforcement agencies to obtain necessary information for successful recoveries.
- Trained new team members on skip tracing techniques and best practices for effective investigations.
- Implemented improved tracking systems that enhanced efficiency in locating missing persons or assets.
- Made daily collection calls to customers.
- Located vehicles for repossession nationwide using advanced tools and platforms, including Excel, CLEAR, RDN, and iBEAM
Temporary Bookkeeper
Wolverine Worldwide
- Organized and categorized large volumes of paperwork into departments such as HR, Finance, Legal, and Distribution.
- Assisted in reviewing 6,606 boxes to determine whether to retain, destroy, or escalate for further review.
- Hauled, moved, and arranged boxes onto designated pallets for efficient workflow.
- Supported the Project Coordinator by entering and managing data in Excel based on filing and organizational progress.
- Transitioned into a Project Manager role, developing and executing a plan that completed the project 30 days ahead of schedule.
Sanitize Trainer
Mixed Staffing & Recruiting / Swept away
- Performed comprehensive sanitization of high-touch surfaces, including bathrooms, break rooms, training rooms, and common areas, to maintain a safe environment during COVID-19.
- Acted as interim supervisor, performing all supervisory duties during absences to ensure smooth daily operations.
- Trained new employees on route procedures within the General Motors plant and proper sanitization protocols for touchpoints.
- Conducted safety training and enforced compliance with health and safety standards.
- Maintained cleanliness and sanitation of assigned routes, including bathrooms, break rooms, and training rooms.
- Supported team efficiency by balancing training responsibilities with hands-on sanitization tasks.
- Developed instructional materials to support learning objectives and improve engagement.
Insurance Agent
Allstate Insurance
- Obtained state insurance license and completed comprehensive training in policy sales and compliance.
- Educated clients on insurance products and coverage options to meet individual needs.
- Conducted cold calls to prospective clients across Michigan to generate new business and open policies.
- Developed and maintained strong client relationships through effective communication and follow-up.
- Processed policy applications and renewals accurately to ensure compliance with regulations.
- Assisted clients in filing claims, providing timely updates throughout the process.
- Collaborated with team members to streamline workflows and improve customer service efficiency.
Skip Investigator
Skip Locators
- Conducted thorough background checks to locate individuals effectively.
- Utilized advanced search tools to gather and analyze information.
- Conducted skip tracing investigations to locate debtors and collateral using advanced databases, public records, and proprietary tools.
- Utilized platforms such as CLEAR and RDN, along with other investigative software to gather accurate contact and location information.
- Performed extensive research through social media, phone systems, and third-party resources to identify associates, relatives, and potential leads.
- Maintained strict compliance with legal and company guidelines during all investigative activities.
- Communicated findings and provided regular updates to clients and field agents, ensuring timely recovery of assets.
- Demonstrated strong analytical and problem-solving skills to resolve complex cases efficiently.
Shift Leader
Chick-fil-A
- Oversaw daily kitchen operations ensuring smooth and efficient shifts.
- Supervised daily operations to ensure compliance with quality and safety standards.
- Trained team members on customer service protocols and operational procedures.
- Managed food preparation, including breading and hand-filleting chicken to company specifications.
- Coordinated inventory management and assisted with truck deliveries and stock organization.
- Completed daily critical assessments and health department compliance checks .
- Maintained and sanitized kitchen equipment to uphold safety and quality standards.
- Opened the store consistently, ensuring readiness for operations and adherence to procedures (Monday–Saturday)
Retention Specialist
Charter Communications
- Completed 8-week training program, mastering internal systems, pricing structures, and retention strategies.
- Managed inbound customer calls, resolving issues and retaining services while identifying opportunities for upgrades and additional products.
- Delivered exceptional customer service by addressing account needs and ensuring satisfaction within an average 15-minute call time.
- Consistently achieved retention goals and earned monthly commissions in addition to hourly wages.
- Developed strong knowledge of account management systems and customer engagement techniques to reduce churn and increase loyalty.
- Analyzed customer feedback to identify retention trends and develop targeted engagement strategies.
- Assisted in creating personalized outreach programs to enhance customer loyalty and satisfaction.
Education
High School Diploma -
Kenowa Hills High School
01.2015
Skills
- Claims
- Claims processing
- Claims investigation
- Verbal communication
- Microsoft office
- Compliance management
- Customer support
- Customer relations
- Project management
- Project planning
- Team collaboration
- Relationship building
- Client relations
- Volunteer management
- Brand awareness
- Quotes and sales
- Professionalism and ethics
Timeline
Commercial Services Representative I
Fifth Third Bank
01.2025 - Current
Claims Specialist
Amynta/Guardsman
Skip Tracer
Loss Prevention Services
Temporary Bookkeeper
Wolverine Worldwide
Sanitize Trainer
Mixed Staffing & Recruiting / Swept away
Insurance Agent
Allstate Insurance
Skip Investigator
Skip Locators
Shift Leader
Chick-fil-A
Retention Specialist
Charter Communications
High School Diploma -
Kenowa Hills High School