Kattya Icaza
Bellerose,USA
Summary
Operations-driven leader with experience in airport and high-volume customer environments, recognized for driving team performance, optimizing operations, and delivering high-quality service. Innovative and solutions-oriented, with a proven track record of performance excellence and a proactive approach to continuous improvement. Positioned to advance into higher leadership roles and expand operational impact. Bilingual in English and Spanish, with strong interpersonal and cross-cultural communication skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
ACES Customer Care Supervisor
ERMC Aviation, LGA Airport
New York, NY
01.2024 - Current
- Lead daily airport operations across terminals ensuring efficient passenger flow and service standards
- Supervise and coach team members, driving accountability and performance
- Optimize staffing and real-time operational adjustments
- Conduct inspections ensuring safety and compliance
- Act as liaison between teams and management
- Respond to disruptions and coordinate solutions
- Train and mentor employees
- Key Achievements
- Supervisor of the Month (multiple nominations)
- Supervisor of the 1st Quarter (March 2025)
- “We Soar” recognition awards
Barista Shift Lead
Capital One Bank/ Verve Coffee
New York, NY
01.2023 - 01.2022
- Achieved consistent positive feedback from customers with well-crafted beverages and attentive service.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Generated friendly atmosphere by encouraging employees to greet and speak to customers.
- Supervised food presentation and plating to enhance visual appeal.
- Planned and executed promotions and special events in close collaboration with management.
Mobile COVID-19 Collection Specialist
Tester/Driver
New York
01.2022 - 01.2021
- Conducted COVID-19 tests in a mobile testing van, ensuring efficient and accurate testing procedures.
- Administered nasal swab tests following established protocols and safety guidelines.
- Collected specimens for laboratory analysis, ensuring proper handling and documentation.
- Coordinated the transportation of specimens to the laboratory for timely processing and analysis.
- Provided clear instructions to individuals undergoing testing and addressed any concerns or questions.
- Maintained cleanliness and organization of testing equipment and supplies within the mobile unit.
- Demonstrated empathy and professionalism in all interactions with individuals undergoing testing, prioritizing their comfort and well-being.
- Assisted in training on proper sample collection techniques, ensuring consistent quality standards across the team.
Barista Training Coach
Slimak
Brooklyn, NY
01.2018 - 01.2017
- Provided coaching and mentoring to employees.
- Evaluated trainee progress through hands-on assessments and constructive feedback to ensure continuous improvement of skills.
- Promoted a positive and inclusive learning work environment during all sessions, while reinforcing company values consistently.
- Expanded trainee knowledge of coffee origins, flavor profiles, and brewing methods through presentations and tastings.
Barista Manager
Astoria Cafe
Queens, NY
01.2019 - 01.2016
- Studied market to determine optimal pricing of goods and capital.
- Highlight strategies to increase sales, such as promotions and loyalty rewards.
- Maintained accurate inventory counts to meet customer demands and sustain operations.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Kept the facility compliant with health codes, sanitation requirements and license regulations, achieving an "A" high score in sanitation inspections.
- Developed strong relationships with regular customers, fostering loyalty through personalized attention and product recommendations.
- Demonstrated versatility by mastering various roles within the coffee shop, including cashier, barista, and food preparation tasks.
Barista
Newsbar
New York, NY
01.2017 - 01.2015
- Created a wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Memorized ingredients and recipes for wide variety specialty drinks.
- Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.
- Prepared eye-catching, creative latte art to please customers.
- Engendered customer loyalty by remembering personal preferences and allergy information.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
Education
High School Diploma -
International Speed Writing Institute
Guayaquil, EcuadorBachelor Degree - Commerce and Administration Technician, Specialization in Tourism Information and Marketing
Study Abroad - undefined
Manhattan Comprehensive Night and Day High School
New York, NYSkills
- Leadership and Team Empowerment
- Airport Operations & Passenger Experience
- Workforce Planning & Real Time Decision Making
- Outstanding Customer Service & Service Recovery
- Operational Efficiency & Continuous Improvement
- Strategic Problem Solving & Adaptability
Certification
- Food Handlers License
- Drivers License
Timeline
ACES Customer Care Supervisor
ERMC Aviation, LGA Airport
01.2024 - Current
Barista Shift Lead
Capital One Bank/ Verve Coffee
01.2023 - 01.2022
Mobile COVID-19 Collection Specialist
Tester/Driver
01.2022 - 01.2021
Barista Manager
Astoria Cafe
01.2019 - 01.2016
Barista Training Coach
Slimak
01.2018 - 01.2017
Barista
Newsbar
01.2017 - 01.2015
Study Abroad - undefined
Manhattan Comprehensive Night and Day High School
High School Diploma -
International Speed Writing Institute