Dayron Vazquez Cowan

Oversee and direct all aspects of baggage services, ensuring timely and accurate delivery of baggage for arriving and connecting flights.
Lead a team of 20 employees, including Customer Service Agents, Customer Assist Representatives and operational staff, providing training, performance management and mentoring.
Resolve passenger complaints and baggage issues, including lost, delayed or damaged baggage, ensuring customer satisfaction and compliance with company policies.
Collaborate with other airport departments and airlines to coordinate baggage handling operations and resolve operational disruptions.
Develop and implement efficient baggage handling processes, reducing delays and improving operational efficiency.
Ensure compliance with safety and security protocols in baggage handling, minimizing risk and maintaining a safe environment.
Optimize staff scheduling to align with fluctuating passenger traffic, minimizing labor costs and meeting operational demands.

Oversee and manage American Airlines' international security operations for Level 1 flights.
Lead a team of 30 security personnel, helping to educate on international security standards.
Collaborate with local law enforcement, government agencies, and international security teams such as TSA, CBP, Corporate Security and local police.
Respond to and resolve security incidents, investigate breaches, collect evidence, and prepare detailed reports for management and legal teams.

• Company Overview: The Aviation Division is a leader in providing a full-range of ground handling and passenger support services
• Prepares weekly & monthly reports for AA Management
• Monitor all Baggage Service Agents to follow AA uniform and image guidelines
• Responsible for the Agent’s training, certified train the trainer
• Monitors employee's performance, scheduling individual re-training sessions if necessary or organizing and conducting classes with large groups of employees
• Strives for excellent customer service standards by contributing customer service information and coaching employees on the necessary customer service skills and service recovery tools
• Implement weekly employees’ audits on Baggage Department procedures
• Ensures compliance with established internal control procedures, maintaining logs
• Oversee the daily AA Lost and Found operation, creating control systems and techniques to maintain the security and accuracy of the department
• Ensure all passenger’s complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process

• Company Overview: Provides a complimentary rewrap of items opened by TSA
• Maintain supplies inventory; prepare workstations, sales reports
• Manage cash and assist in end of shift inventory
• Provide customer service

• Excellent customer service in a fast-paced environment
• Committed to working and enhancing my work team’s quality service
• Prepared to multi-task and follow procedures
• Trained incoming recruits on front of house procedures
• Processed point of sale transactions and food orders