Ryan Abel Email & Phone Number

Austin, TX

Remote

• Architect and stand up data warehouse for contact center data (Snowflake, Teradata).
• Automate ETL pipelines error handling, retry loops, notifications, and quality checks from SQL queries, web scraping, emails, APIs, and shared/cloud drive data (Git, Python, SQL).
• Design an automated, version-controlled monthly forecast process for the contact center (Git, Python, SQL).
• Onboard and mentor senior analysts in Python and SQL.
• Create version-controlled documentation process for analytics team to ensure business continuity (Git).
• Plan process improvements for reporting visibility and improved colleague and customer experience around 'offline' contact center work.

Remote

• Architect ETL pipelines from various data sources (SQL, scraped reporting, emails, etc.) into Teradata (Git, Python, SQL).
• Develop Selenium scrapers for web-only data sources (Python).
• Build data exploration and automatic anomaly detection tools for large time series data sets (Python).
• Create new version control processes for a data and WFM team (Git).
• Contact forecasting (Python, Prophet).
• Build Python modules for convenience functions, wrappers, and convenience classes for use by data team (Python).

Remote

• Develop company website and web-based voice conversion product in Django and JavaScript (Python, JavaScript).
• Front-end development for Stable Diffusion web interface for paid AI image generation (Python, JavaScript).
• Enhanced features and UI of a Python application utilizing the Kivy UI framework (Python).

Remote

• Led Customer Care Operations team, focusing on enhancing efficiency and customer experience through streamlined processes, documentation, training, quality management, and cross-team coordination.
• Refined Excel-based sales and payroll forecasting models for annual budget, achieving ±5% accuracy and meeting staffing requirements while maintaining efficient store operations.
• Created automated contact center activity and KPI reports (Python).
• Developed a sales forecast model using Prophet, incorporating historical trends and field team input for 250+ locations (Python).
• Collaborated with executive leadership and store teams to align sales forecast and payroll models with business needs, ensuring clear understanding of workforce targets and model constraints.
• Launched a post-contact survey process in NICE CXone, utilizing API calls to Salesforce Marketing Cloud for Alchemer email survey deployment.

Remote

• Managed Contact Center Operations team, focusing on enhancing efficiency and customer experience through process improvements, documentation, training, quality management, and cross-team coordination.
• Assisted in selecting a new Contact Center and WFO platform by conducting in-depth audits of 8x8, Genesys, Five9, NICE CXone, and RingCentral.
• Supervised implementation of NICE CXone (ACD, WFM, QM, and CRM integration), handling design, configuration, training, and deployment.
• Created automated contact center KPI reports (Python).

• End-to-end familiarity with the workforce management process from forecasting to scheduling (esp. with TotalView IEX).
• Managed Contact Center forecasting, creating reports that streamlined the process and reduced manual labor (Python).
• Optimized schedules based on forecast data, enhancing efficiency and consistently meeting SLAs.
• Implemented automated data analysis and reporting to improve performance visibility, driving customer satisfaction growth (Python).
• Delivered tech solutions to support new Contact Center processes.
• Enhanced Serenova ACD platform setup for increased efficiency and customer experience.

Remote

• Member of the product advice team that acts as point-of-contact for email support on technical product information for boating and waterlife supplies.
• Developed relationships with vendors and internal departments to improve access to product information.
• Acted as a technical and training resource for the Contact Center on our contact center platform, PowerReviews, and product research.
• Answered complex product information questions from customers on a variety of boating-related topics.

Tampa/St. Petersburg, Florida Area

• Retail book sales, concern and complaint resolution, training and supervision, facilities maintenance (including electrical and IT), book restoration, marketing and customer outreach.
• Developed store loss prevention procedures, trained staff, and successfully engaged shoplifters.
• Proposed and planned credit card terminal upgrades and implemented IT and staff PCI compliance procedures. Upgraded company IT infrastructure, including selection of new server and networking hardware, wiring, and.
• Developed a special order system, to replace a 20-year-old DOS system, which uses a userscript on the Ingram ipage and Baker & Taylor Title Source 360 websites to communicate with a printing back-end. Open sourced to.

http://hildonfoundation.org

Board member on the 5-person board elected by the Maemo Community. The Hildon Foundation was set up to handle the assets granted to the Maemo Community by Nokia after Nokia's acquisition by Microsoft.

http://mwkn.net/

Wrote weekly summaries and editorials on technology news, collaborated online with other writers and editors.

http://maemo.org/

Three-term elected volunteer council representative on the Maemo Community Council. Including term on the inaugural council and a term as council chair. The Maemo Community Council serves to "represent the Maemo community's best interests, and to act as a community conduit for Nokia-generated information."Handled sensitive information from Nokia under NDA.

Education record

Education record