Janet Xu Email & Phone Number

New York, NY, US

• Collaborate with cross-functional teams, including PMs, Engineers, UXRs, and clients, to develop and launch the Virtual Community platform in four 2-week sprints, resulting in increased program retention rates and.
• Create a safe and inclusive digital space that fosters community, provides access to critical resources, and enables users to report incidents of violence or harassment

• Led the design and iterative enhancement of Braintrust's 'All-in-One' platform, conducting research, user interviews, and usability testing to integrate features like session management and student progress tracker.
• Improved tutor efficiency through a standardized lesson plan framework in Braintrust’s web app; drove design efforts and decisions in close collaboration with Braintrust CEO and engineering.

• Designed and handed-off a new self-service onboarding experience for a responsive web app for education leaders, decreasing onboarding time from 8 weeks to under 3 minutes
• Conducted multiple user interviews and usability testings that identified new pain points and product opportunities that reframed the original design objectives
• Created, tested, and iterated a new home page and a dashboard customization flow, increasing customer satisfaction score from 3.8/5 to 4.13/5

New York, New York, United States

• Increased the number of students enrolled in our Mandarin programs in two years by launching marketing events, building community relationships, and managing social media accounts
• Increased revenue by building school enrollment and creating 15 programs
• Grew the Mandarin teacher team 4X by hiring teachers and providing pedagogy trainings

• Helped the LAIX app maintain a 4.85 user rating by creating scripts and storyboards for 30 C1 proficiency-level English lessons and videos and conducting user research and competitive analysis
• Increased daily active users for the C1 proficiency level by 35% by conducting user interviews with product managers post-launch and incorporating user feedback to polish lessons and games
• Created 12 best-selling lessons delivered by AI teachers by collaborating with our engineering, digital, design, and video teams to determine requirements and production process
• Generated over 300,000 downloads of the app by creating and launching English accent reduction podcasts with over 450,000 views after identifying user pain points through user interviews and testing

New York, United States

• Increased the ESL school enrollment by 4.5X by delivering 120 presentations and marketing campaigns and managed 12 teachers with a 100% retention rate.
• Developed a comprehensive troubleshooting guide, providing consistent, one-on-one support to users and achieving a 90% first-contact resolution rate.
• Implemented robust support protocols to troubleshoot issues, resulting in a 30% reduction in customer support tickets over a six-month period using Zendesk and Salesforce platforms.
• Promptly responded to customer support tickets, handling and tracking issues from ingestion to complaint closure, and providing one-on-one support to troubleshoot and resolve user issues efficiently.
• Analyzed customer support data to identify trends, improve service delivery, and cultivate positive relationships with clients and stakeholders.
• Implemented a comprehensive training program that increased customer service experience satisfaction scores by 25% within six months, utilizing CRM tools and customer feedback analysis.

New York, United States

• Developed and incorporated a highly effective and innovative methodology for teaching Mandarin for all six level classes, my classes being featured on China Daily USA and The China Press
• Designed the Mandarin curriculum and progress assessments for elementary and middle school levels

• Worked with faculty and PhD students to design a new placement test that improved placement accuracy for new immigrants enrolled in a community language program
• Evaluated cost performance, connectivity, price, and user experience of websites and mobile applications in the delivery of L2 assessments and online tests
• Conceptualized, researched, and explained findings regarding scenario-based assessments
• Developed tailored scenario-based assessments for placement tests that help students demonstrate their language skills in authentic contexts, which was presented at the first-ever ETS-Teachers College conference

• Taught advanced ESL class three times a week with adult students from nine different countries at the Community Language Program at Teachers College, Columbia University
• Designed and administered four achievement tests and participated in weekly training seminars at CLP, and created an online forum for students to practice and discuss various topics in English
• Taught advanced ESL classes with students from nine different countries in the Community English Program
• Constructed syllabus, curriculum, and four achievement tests specifically for the Advanced-level class

Master Of Arts (M.A.), Applied Linguistics

Bachelor Of Arts - Ba, English Language And Literature, General