Luc Herlitz Email & Phone Number

As a Software QA Engineer, I am responsible for implementing and maintaining automated testing using Cypress for our products. Upon joining the team, I established automated testing from scratch, significantly improving our testing capabilities. I successfully introduced automated testing to all our products and am proud to have played a pivotal role in transitioning our testing processes.In addition to my automation responsibilities, I also contribute as a manual tester for our Publishing product, where I develop comprehensive testing plans and execute test cases to ensure the quality and reliability of our software. Furthermore, I actively participate in the testing of our Church Center App mobile app, further broadening my expertise in mobile app testing.My contributions have been instrumental in enhancing the overall quality and reliability of our products, and I am committed to continuously improving our testing processes to deliver exceptional software experiences.

Dedicated and results-driven Project Coordinator with a strong background in coordinating mobile app releases for Church Center App, managing Asana projects, and facilitating standups. Proven ability to effectively coordinate between various teams throughout the company to ensure seamless project execution. Adept at multitasking and prioritizing tasks to meet deadlines and deliver high-quality results. Passionate about leveraging strong communication and organizational skills to drive project success and foster collaboration across teams. Open to new challenges and eager to contribute to the success of innovative projects.

Experienced Support Specialist with a proven track record at Planning Center, where I led the initiative to transition the support team's internal documentation into a real software solution, significantly improving access to internal processes and documentation. My role involved providing top-tier support to our customers across the full product suite, with a focus on the Publishing and Church Center products. As the specialist for these products, I effectively bridged the gap between the support and product teams, working closely with the PM to manage bug reports and feature requests. Additionally, I took on the responsibility of conducting internal training on these products, ensuring that the support team was well-equipped to assist our customers effectively.

Experienced professional with a strong background in overseeing training, certification, and scheduling of agents for client accounts. Successfully implemented certification programs for prominent clients such as a large online retailer, a major telecommunications company, a national logistics company, three popular theme park programs, and a telemedicine service. Recently led the design and implementation of a CAM report (Course Activity Matrix) to provide instructors with valuable learner data, enabling more personalized attention in class and identifying potential top performers. Notably, achieved a 15-35% increase in class certification rates following the implementation of the CAM report. Additionally, spearheaded the implementation of QA and NPS programs for Vendor Instructors.

As an independent contractor, I collaborated with a major telecom provider, a large utilities company, and a national retail corporation to deliver employee crossover training and facilitate performance improvement in quality assurance. My responsibilities included building QA metrics for agents and performing QA checks on all training software and simulations, reporting issues to the appropriate development teams. I focused on improving communication between teams, enhancing customer support performance, and ensuring operational excellence. I also provided technology consulting for various platforms, helping businesses and organizations optimize their operations and elevate their digital presence.