Esther Han Diwu Email & Phone Number

Berkeley, Ca, Us

Breaking ground and setting the foundations for a new, explosive training customer experience.• Driving Scalability: LMS rollout, eLearning mobilization, & micro-learning knowledge libraries• Enhancing Community: cultivating a cross-functional culture, equipping & developing trainers• Promoting CX Transformation: designing a robust delivery experience via data analysis & CSATs

Innovating within a hand-selected seed division at Granicus to provide a customer-focused delivery experience. Designing the blueprint foundations for a CX, crowdsourced community interlaced with training, knowledge, & customer support. Engineering an outcome-driven campaign strategy paired with information architecture to provide a tailored SaaS experience for all clients with unique needs and visions for their government tech solutions.Successfully coordinated custom-tiered levels of learning, support, and customer engagement within GXC via a new LMS launch, training talent development, & targeted course library deployment goals. Generated 3,700 unique signups of new customers within 6 months of LMS launch by engineering a system of support information, API catalogs, and organized navigation of knowledge repositories. Migrated and enhanced 5 years of training artifacts to a new eLearning system with people-centered change management leadership. By designing and coordinating scaleable structures crossfunctionally, signups have increased to 9,000+ unique registrants within 10 months of LMS launch.

•Nominated for company "Outstanding Mentor" 2021 by Women @ Granicus•Nominated for company "Rookie of the Year" 2021 •Strategizes training solutions for company-wide Platform delivery of multiple SaaS products•Diagnoses, generates implementation outlines, and equips towards training delivery improvements across the board in manifold disciplines

•Reduced client needs for real-time zoom training by 65%•Designs, delivers, and organizes curriculum in a new overhaul of the govService training. Distills complex software processes into digestible multimedia + zoom webinars, improving efficiency and overall client experience with product implementation + launch. •Advises Implementation Directors & collaborates with the Tech Consulting team to ensure smooth handoff and timely, accurate trainings in line with UAT and Platform goLives.

•VOTED MOST SUPPORTIVE TEACHER by student body athletes (2017)•Digital Curriculum Designer of engaging, organized, and effective instruction. High software literacy with multiple platforms: Canva, video editing, hyperdocs, web publications, screencasting, LMS management, etc.•Proactive Manager: led Puente Program department by communicating expectations, setting goals, and overseeing logistics for marketing, recruitment, interviewing, and event organizing for 120 students. •Passionate Initiator: Spearheaded research on Gen Z learning + socioemotional trends with all faculty for PD presentation (2/12/20). Diagnosed need to bridge cultural gaps between students and teachers. Colleagues reported as “Inspiring” & was invited to speak at local sister schools by admin.•Supportive Mentor: Personally coached UC Davis student teachers + 1st year teachers with feedback and measurable SMART goals. Communicated frequently and provided growth counseling on personal barriers, student relationships, and available resource pathways with concrete steps.

London, United Kingdom

•Scholarship Awardee: Trained in providing world-renown learning techniques for primary-secondary student audiences. Designed to empower readers from all ages to dismantle the mystique surrounding Shakespearean language and promote equitable challenges to students of diverse abilities.

Woodland, California, United States

•Tackled gang-related behavior issues with culturally sensitive lessons on power dynamics. Decreased classroom profanity by 85% by facilitating Socratic Discussions on the psychology behind swearing. Impressed admin & was hired for full time.•Created Socratic critical questioning unit to prepare seniors on self-driven Inductive Studies for post-graduation skills. Senior students struggled to create high DOK (depth of knowledge) questions, but data surveys after the 5 week course revealed that 78% of them felt more comfortable reading texts without assistance resources when using the Inductive Study method I developed; 85% of students were able to form their own analytical DOK assessments.

Sacramento, California, United States

•Remedied online data gaps from previous accounting records by digitizing financial records for an improved record-keeping solution; improved efficiency and transferred usability to 90% by end of contract term.

Carmel, California, United States

•Boosted sales by engaging in bilingual fluencies to market international clientele. Organized extensive luxury inventory to ensure a tailored retail experience. •Comments by Manager Irene Guevara: “Esther solidified her role as a strong team player and conducted herself in the highest integrity when faced with difficult customer interactions or challenging situations. During her time on my team, she continued to excel and achieve set productivity measurable and has set the example for the flexibility and teamwork. She comes to work with a positive attitude and looks toward making a difference with each person she touches in the day.”

•Contributed fresh lens as the only undergraduate research coder on the team, with cross-lingual analytics in mining and interpreting data for 2 research publications. •Comments from Principal Investigator, Dr. Steven Z. Athanases:"I was so impressed with how Esther “held her own” intellectually with this group of senior scholars. Esther was unafraid to challenge others respectfully. I would so love to work with her again on teaching and research work.Esther worked with the full team to code and discuss data and to advance the group's thinking. The team, composed of two faculty, a recent PhD, two doctoral students, and 5 recent grads...focused especially on linguistic diversity, working to understand the range of ways young people use language in their lives and how such "linguistic repertoires" can be mined for use in promoting equitable learning opportunities in schools. I have vivid memories of moments when Esther brought new perspectives to the table on cultural framing of language uses, on complicating simplistic ideas of patterns of language use among her peers and others. "

Istanbul, Turkey

•Collaborated with international teaching team of diverse instructors to provide ELL (English Language Learner) curriculum and counseling for elementary students. •Creatively incorporated songs & fairy tales to encourage rapid learning retention. •Directed and wrote the winning 4th grade production of "The 3 Little Pigs" at the finale Summer Learning Festival hosted by the Koç University program.

Monterey, California, United States

•350+ Volunteer Hours: Interviewed, trained, and supervised high school volunteers for hospital jobs ranging from data-sensitive reception services, discharge procedures, gift shop management, and hospitality. •Promoted to senior supervisor role with years of professionalism and dedicated commitment to excellent service. Entrusted with managements of multiple shifts and supervising junior volunteers.

Master Of Arts (M.A.), Education

Teaching Credential, Secondary English Language Arts & Drama

Bachelor'S Degree, Psychology

Study Abroad Internship, Teaching English As A Second Or Foreign Language/Esl Language Instructor, 1-4