Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Lily Konsig

Tampa

Summary

Adaptable and result-orientated program manager with natural aptitude for problem-solving and team collaboration across global, service-based teams. Experienced at leveraging technology to streamline operations and improve efficiencies using an extensive background in data analysis and customer success.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Program Manager

ReliaQuest
05.2023 - Current
  • Influence strategic operational initiatives across 4 security engineering teams, collaborating with 100+ engineers and leadership to identify departmental obstacles and define remediation plans for 500+ customers
  • Lead cross-functional projects to optimize customer on-boarding and technology migrations across operational teams, developing centralized documentation and process standardization to streamline customer experience and increase time to value for customer contracts
  • Provide coaching/mentorship to 100+ engineers, managers and executive leaders to drive knowledge sharing, reduce interdepartmental silos and align priorities to enhance team productivity
  • Utilize Agile Methodologies and leveraged tools such as Jira, ServiceNow, and Salesforce to optimize queue management and project management across 3 technical service departments supporting 800+ customers
  • Analyze trends using BI tools such as Excel, PowerBI, and ServiceNow Dashboards to develop dynamic reporting on program and performance metrics, providing data driven insights and recommendations to create organizational success criteria to executive leadership

Business Analyst Team Lead

ReliaQuest
03.2021 - 05.2023
  • Lead, mentored and coached a team of 8 Business Analysts, fostering collaboration and promoting professional growth
  • Oversaw projects by coordinating timelines and managing project success criteria and assisted team members on standardizing organizational metrics to gain insights into internal efficiencies and productivity
  • Championed a customer-centric approach, collaborating closely with stakeholders and executive leadership on customer metrics to showcase return on investment

Senior Business Analyst

ReliaQuest
03.2019 - 03.2021
  • Enhanced business decision-making by increasing data visibility 50% by integrating SQL-driven analytics solutions to develop metrics for customer security programs and internal operations
  • Developed automated visuals and dashboards via Power BI to monitor and track key performance indicators and level of effort for all functions of the business, reducing report delivery time by 30%
  • Evaluated industry trends and previous data to provide insightful recommendations and gap analyses to encourage the desired state of customers security operations, leading to actionable recommendations

Senior Financial Analyst

Verizon
01.2018 - 12.2019
  • Analyzed compensation data for Verizon's National Retail Agents and provided reporting on commission payments directly to external Agent's finance team
  • Identified monthly compensation trends for senior management to track sales performances impacted by product releases, new wireless plans, and sales promotions
  • Researched and automated queries using SQL to correct discrepancies in commissions system to provide accurate payment information to Agents
  • Presented accruals to senior accounting to forecast for differences in calendar months and agent invoices

Financial Analyst

Verizon
06.2016 - 12.2017
  • Analyzed and reconciled monthly payment detail report for 150+ sales representatives in Verizon Business Markets using various data sources, ensuring accurate and timely payments
  • Provided reporting and forecasting to sales operations, sales teams, product marketing and order management teams to support daily operations
  • Participated in process improvement projects such as revamping the auditing of the payment report and New Hire Curriculum Training

Education

MBA -

University of South Florida
Tampa, FL
2023

Bachelor of Science - Finance

University of Tampa
Tampa, FL
2016

Skills

  • Scrum
  • PowerBi
  • Tableau
  • JIRA
  • SQL
  • Miro
  • Agile Methodologies
  • ServiceNow
  • Cognos
  • MS office applications
  • Operations management
  • Process improvement
  • Team leadership and direction
  • Project coordination
  • Program leadership
  • Data analysis
  • Change management
  • Strategic planning
  • Project management

Certification

Certified ScrumMaster (CSM)

Scrum Alliance, Inc.

2024

Accomplishments

  • ReliaQuest 2022 Leadership Academy Graduate: Chosen to participate in company wide leadership training to enhance leadership skills and collaborate on executive level business decisions.
  • ReliaQuest 2020 Excellence Award Winner: Awarded top employee award due to proven track record of successful collaboration and teamwork to enhance customers experience.

Timeline

Program Manager

ReliaQuest
05.2023 - Current

Business Analyst Team Lead

ReliaQuest
03.2021 - 05.2023

Senior Business Analyst

ReliaQuest
03.2019 - 03.2021

Senior Financial Analyst

Verizon
01.2018 - 12.2019

Financial Analyst

Verizon
06.2016 - 12.2017

MBA -

University of South Florida

Bachelor of Science - Finance

University of Tampa

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Lily Konsig