Summary
Overview
Work history
Education
Skills
Certification
Languages
Timeline
Generic

Kim Knap

Barcelona,Spain

Summary

Focused Workforce Analyst with a proven track record of collaborating effectively across cross-functional teams in fast-paced, high-pressure environments. Skilled in project planning and managing multiple priorities simultaneously. Committed to driving business objectives and supporting organizational growth through data-driven insights and strategic workforce management.

Overview

12
12
years of professional experience
1
1
Certification

Work history

Workforce Analyst

Travelperk
Barcelona, Barcelona
10.2024 - Current
  • Maintain and update workforce databases to ensure data accuracy
  • Analyze historical workforce data to forecast future staffing needs
  • Create and optimize employee work schedules to align with business demands
  • Generate regular reports and dashboards on workforce metrics
  • Collaborate with HR, Operations, and Finance departments on workforce planning

Real Time Specialist

Travelperk
Barcelona, Spain
04.2024 - 10.2024
  • Track key metrics like call volume, average handling time, response times, and customer service levels throughout the day.
  • Adjust staffing levels in real time to match call volumes, chat requests, or other customer interactions.
  • Provide feedback to team leaders or managers regarding staff performance, adherence to schedules, and real-time anomalies.
  • Work with WFM tools to optimize queue management, ensuring priority cases are handled efficiently.
  • Monitor live workforce performance and service levels throughout the workday

Customer care agent

TravelPerk
Barcelona, Spain
01.2023 - 04.2024
  • Completed numerous customer orders per day, coordinating with Pricing and Sales to ensure timely and correct processing.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Offered prompt solutions to maintain customer satisfaction.

Cabin Crew Member

Emirates
Dubai, United Arab Emirates
09.2019 - 12.2022
  • Provided exceptional customer service, demonstrating strong interpersonal skills and the ability to handle diverse passenger needs.
  • Increased passenger satisfaction by promptly answering questions and providing solutions to issues arising during flights.
  • Attended workshops and training sessions in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.

Museum Assistant

Regional Museum Koper
Koper, Slovenia
04.2019 - 08.2019
  • Updated museum website with the latest information about events, collections, and exhibitions.
  • Managed inventory of resources necessary for service provision.
  • Responded to queries from online channels and in person, providing comprehensive solutions.
  • Gathered data to create spreadsheets for budget and inventory management.

Bank assistant

Intesa Sanpaolo Bank Koper
Koper, Slovenia
04.2019 - 08.2019
  • Managed administrative tasks, including document organization, scheduling, and handling confidential information.
  • Assisted in maintaining a well-organized office environment and provided support to senior executives.
  • Produced monthly reports using advanced Excel spreadsheet functions.

Customer Contact Centre Information Clerk

Tourist information center Koper
Koper, Slovenia
09.2018 - 02.2019
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.
  • Answered inquiries and resolved or escalated issues to management personnel for problem resolution.

Flight Attendant

Adria Airways d.d.
Brnik, Slovenia
01.2015 - 10.2015
  • Provided exceptional customer service, demonstrating strong interpersonal skills and the ability to handle diverse passenger needs.
  • Attended workshops and training sessions in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
  • Maintained customer satisfaction by managing complaints calmly, professionally, and in-line with company policies.

Events Promotor

MPG d.o.o.
Ljubljana, Slovenia
11.2014 - 01.2015
  • Prepared, monitored, and maintained event budgets.
  • Updated online calendars with available event slots to maximize bookings.
  • Managed events from initial planning to successful completion.

Receptionist

Elements Personnel
London, United Kingdom
01.2014 - 07.2014
  • Answered inquiries and addressed or resolved issues with management personnel to ensure client satisfaction.
  • Welcomed visitors, managed phone calls, and provided administrative support to ensure smooth office operations.
  • Developed strong communication skills and the ability to handle diverse tasks simultaneously.

Education

Computer science

Faculty of Mathematics And Information Technology

Business

Secondary School of Economics And Business Koper

Skills

  • Strong people focus
  • Attention to detail
  • Time management
  • Decision-making
  • Proficiency in Excel/Google Sheets
  • Data analysis and reporting
  • Strong communication skills
  • Employee relations support

Certification

Certification of International Volunteering in Cambodia, IVHQ - March 2019

Languages

Slovenian
Native language
English
Proficient (C2)
Spanish
Intermediate
Croatian
Proficient (C2)

Timeline

Workforce Analyst

Travelperk
10.2024 - Current

Real Time Specialist

Travelperk
04.2024 - 10.2024

Customer care agent

TravelPerk
01.2023 - 04.2024

Cabin Crew Member

Emirates
09.2019 - 12.2022

Museum Assistant

Regional Museum Koper
04.2019 - 08.2019

Bank assistant

Intesa Sanpaolo Bank Koper
04.2019 - 08.2019

Customer Contact Centre Information Clerk

Tourist information center Koper
09.2018 - 02.2019

Flight Attendant

Adria Airways d.d.
01.2015 - 10.2015

Events Promotor

MPG d.o.o.
11.2014 - 01.2015

Receptionist

Elements Personnel
01.2014 - 07.2014

Computer science

Faculty of Mathematics And Information Technology

Business

Secondary School of Economics And Business Koper

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Kim Knap