James Sydenstricker

• Lead a team of ten analysts specializing in qualitative research and member experience analysis.
• Direct methodologies for call studies that provide actionable insights to executive leadership.
• Review reports and recommendations, ensuring clarity, accuracy, and strategic alignment.
• Provide coaching and feedback to analysts, improving report delivery and communication.
• Oversee the management of survey feedback systems, spanning multiple platforms and executive stakeholders.
• Collaborate with cross-functional teams to enhance member experiences within the Contact Center.
• Develop and refine analytical approaches to support business decisions, and operational improvements.

Non-Commissioned Officer in the United States Army Reserves.

• Communications NCO for 498th Transportation Company.
• Received 15 metals throughout career.
• Produced monthly performance documents for a team of 13 soldiers.
• Distinguished Honor Graduate from the Non-Commissioned Officer Academy, 2017.
  

Provide operational support to the business unit to support studies, analysis, and evaluations of processes, products, or services.

• Prepared and presented technical proposals for management.
• Resolved web application issues escalated from customer support, and other departments.
• Investigated department processes, and facilitated process waste analysis to improve results in multiple areas.
• Assisted with the creation of the 404 Skill to facilitate cross-departmental resolution for compromised accounts.
• Acted as the administrator for the Digital Services Signature Verification and Written Request projects to support security-related documents.
• Acted as administrator for the PhishAlert inbox, hosted by Digital Services, to support RSA with fraud link analysis.