DELROY A. COBHAM SR.
Unifi Aviation, LLC – Breeze Airways
Bloomfield
1
Certification
13
Years of experience
Customer-Focused Aviation Professional with extensive leadership and airport customer service experience. Led frontline teams to enhance passenger satisfaction while coordinating efficient airport operations. Developed strong employee rapport and applied cost-reduction methods, driving success in achieving company goals.
Work History
Supervisor – Customer Service Agent
4 Months- Lead and supervise customer service agents during passenger arrivals, departures, ticketing, boarding, and gate operations.
- Led, coached, and guided customer service agents to deliver exceptional service and optimize operational efficiency.
- Resolve passenger inquiries, baggage issues, flight disruptions, and customer complaints while maintaining a positive travel experience.
- Resolved passenger inquiries, baggage issues, flight disruptions, and complaints to maintain positive travel experiences.
- Coordinate with flight crews, ramp personnel, and airport operations to support on-time departures and arrivals.
- Assist in managing airport operations during irregular operations (IROPs) and peak travel periods.
- Ensure compliance with airline, TSA, FAA, and company safety and security procedures.
- Monitor safe working conditions, enforce operational standards, and report workplace hazards.
Airport Customer Service Agent
1 Year 2 Months- Deliver exceptional customer service while managing high-volume passenger interactions in a fast-paced airport environment.
- Supported baggage claim operations, resolving delayed, damaged, or lost baggage issues through efficient claims processing and follow-up.
- Delivered exceptional customer service while managing high-volume passenger interactions, ensuring timely assistance in a fast-paced airport environment.
- Assist with boarding and departure processes, verify travel documentation, manage passenger flow, and make boarding announcements.
- Support baggage claim operations and resolve delayed, damaged, or lost baggage issues through claims processing and follow-up.
- Process baggage check-in and tagging accurately.
- Greeted passengers upon arrival to create a welcoming atmosphere., provide ticketing assistance, and offer airport information and directions.
- Coordinate with airline operations regarding flight schedules and operational changes.
- Resolved passenger concerns professionally, maintaining high levels of customer satisfaction and fostering positive travel experiences.
Manager, End-User Support Services
9 Years 9 Months- Managed daily operations of End-User Support team, achieving high customer satisfaction and effective service delivery.
- Compiled monthly operational performance reports for senior leadership, providing insights for decision-making.
- Coached, mentored, and trained support staff to improve performance and productivity.
- Coached and trained support staff, enhancing individual performance and team productivity.
- Created monthly operational performance reports for senior leadership.
- Created online documentation, knowledge base articles, and standard operating procedures for technical support staff and end users.
- Trained new employees on support processes, systems, and customer service best practices.
Education
Associate of Applied Science - Information Technology
Skills
Customer service management
Team management
Reservation Management
Baggage management
Passenger Assistance
Customer Service Leadership
Team coaching
Training and mentoring
Conflict Resolution
Interpersonal communication
Safety & Regulatory Compliance
Time Management
Customer Relationship Management
Process improvement
Team Collaboration
Interpersonal communication
Staff training
Certification
- HDI Support Center Director Certification HDI | January 2022
- Certification Southern Connecticut State University | September 2025
Timeline
Supervisor – Customer Service Agent
Unifi Aviation, LLC – Breeze Airways
04.2026 - CurrentRead More
Airport Customer Service Agent
Frontier Airlines
05.2024 - 07.2025Read More
Manager, End-User Support Services
SS&C Technologies, Inc.
09.2013 - 06.2023Read More
Colorado Technical University
Associate of Applied Science from Information Technology
Read More