1. Regina L. Batiste
2205 Glade Street
Pearland, TX 77584
(832) 858-2481
reginalbatiste@aol.com
SUMMARY
Extensive Claims/Customer Service/Cargo/Revenue/Analytical background. Excellent
attention to details, with the ability to work independently or as part of a team.
SKILLS
Microsoft Excel, Microsoft Word, Microsoft Access, SHARES,
Sonic/DRS/Cargtrac/FOMS/BAHAMAS/10 Key; Data Entry/Processing 10,000 key
strokes;UC360; Oracle;typing 65 wpm; CRM (SAP)
EXPERIENCE
Staff Management 3260 Pallet Rd Houston, TX
Team Lead August 2014 to Present

2. Responsibilities:
-Monitor the operation and ensure the associates are following all SOP, rules and
regulations
-Meet with the exiting lead for shift turnover
-Make sure the agents are in their designated area and they are performing their job
proactively
-Audit the scanner by ensuring they are in the correct mode, if not then it must be
reported and corrected immediately
-Assure all mail is sorted and processed for the correct flights and moved as scheduled
-Knowledge of postal regulations
-Be more engaged in the operation and hands on with the mail agents
-Skill in both verbal and written communication
-Ensure the inbound truck mail and the outbound mail are monitored by ensuring the
YOPs do not miss any pull
-Make sure that we have at least two ULD inventories
-Identify the correct candidate for the different tasks
-Make sure the belt sheet is correct and the agents have the correct tools they need to
perform their job
-Monitor the Proactive Inbound Report for the inbound mail
-Make sure the mail moves constantly
-Assigned and monitor the breaks
-Make sure the carts and ULD have the correct placards and filled out correctly
-Keep good communication with the agent, MOPs, YOPs, and supervisor
Centerpoint Energy 1111 Louisiana Street
Houston, TX
Customer Service Rep Aug 2014 to August
2015
- Perform extensive research and root cause analysis on accounts to determine the origin
of customer issues, system and process errors
- Analyze and update databases to identify the origin, root cause, and error classification
- Understand and correctly apply business rules and Public Rail Road Utility Commission
of 5 states to resolve an issue

3. - Initiate and execute transactions related to move-ins, move outs, allowing the set up and
completion of a new or pending customer accounts
- Communicate and coordinate with various escalation teams in order to correct all
transaction related discrepancies
- Diffuse customer frustrations and establish a trusting relationship that creates
confidence that the customer’s issues will be promptly resolved
United Airlines/Corestaff 1600 Smith Street Houston,
TX
Cargo Claims Analyst Nov 2013 to May 2014
Determines the validity of cargo claims, as well as complaints involving compensation,
adjusts, mitigates, and settles at the lowest possible cost to the Company, while
maintaining customer goodwill, and appropriates the settlement funds to the proper
budget.
Reviews claims data and recommends new or revised claims/loss prevention procedures
relative to acceptance and handling to reduce losses, in both the Station Cargo Manual
and through working with the field proactively in the compliance area.
Continental / United AIRLINES 1600 Smith Street Houston,
TX
Loss Prevention Claims Analyst Dec 2006 to May 2013
Determines the validity of cargo claims, as well as complaints involving compensation,
adjusts, mitigates, and settles at the lowest possible cost to the Company, while
maintaining customer goodwill, and appropriates the settlement funds to the proper
budget.
Reviews claims data and recommends new or revised claims/loss prevention procedures
relative to acceptance and handling to reduce losses, in both the Station Cargo Manual
and through working with the field proactively in the compliance area.
Develops goals, objectives, and action plans to assist the problem stations reduce their
claims expense, with station visits if necessary.

4. Supports the regular distribution of claims reports to domestic and international stations,
as well as Senior Management.
Provides transitional support for station start ups and station conversions as directed by
Senior Management.
Focuses on EUR Region (excluding the Spanish or Italian speaking stations), CMI, the
EWR hub, and shares responsibility in Region 1, 2 & 3 stations, inclusive of
documenting cases before the Courts or through Consumer Agencies, both in the U.S.
and in the focus stations above.
Continental Airlines JFK Blvd Houston, TX
Quickpak Refund/Customer Service Agent Oct 1997 to Dec 2006
Research all Quickpak Service Failures system wide to determine revenue outcome
Correspond and speak directly with customers regarding Quickpak product service
complaints
Assist Claims with research to Quickpak shipments
Generate reports for Cargo Sales and Management
Assist CO customers with Web Booking Registration
Assist Cargo Agents with customer issues
Continental Airlines JFK BLVD Houston, TX
Cargo Pricing Analyst Oct 1993 to Jul 1997
Manage the Central United States for freight prices
Monitor market conditions, assessed Cargo yields, and determined the effects
proposed rate change would have on revenue
Provide customer performance data to Sales and made recommendations on customer
contract renewals
Utilize various data resources to justify recommendations to Sales and Upper
Management

5. Create rate sheets to support Sales Managers
Communicate low yields, revenue fluctuations, and rate problems to Regional Sales
Director
Review, evaluate, and revise tariff rates within areas of responsibility
Communicate pricing issues, market conditions, customer contract issues, and
procedures to Sales Department and all levels of Management
Gather, compile, and present rate and revenue date to Sales through Excel pivot
tables, graphical representations, and miscellaneous memos
Perform various follow up duties to insure pending contracts and expiring rates were
received and entered in a timely manner
Continental Airlines JFK BLVD Houston, TX
Pricing Clerk Jul 1992 to Oct 1993
Assisted Analysts with review, evaluated and revised Tariff rates and rules within
areas of responsibility
Coordinated and served as liaison with IATA Agents to insure proper billing
Produced management reports to monitor department productivity
Managed and maintained contract and other rate requests flow to finalization and
approval
Reviewed customers billing dispute of less than $1000 and approve or disapprove
Worked directly with Manager while supporting 2 Senior Analysts and 4 Analysts
Project work on request, as well.
Continental Airlines 3200 Skytrain Houston,
TX
Cargo Freight Agent Sep 1987 to Aug 1991

6. Data captured air waybills, closed out flights for aircraft and Manifest freight on
board
Conduct money transactions accepting and releasing freight at front counter.
Face to face business relationship with customers assisting in resolving problems
Answered calls, tracked and traced freight which aided in the successful collection of
monies due
Education
Massey Business College, Houston, TX
Computech Vocational, Houston, TX
Lamar Sr. High School, Houston, TX