👋 Hi ! Thank you for stopping by, my name is Marco Kwan, I am a software engineer with a background in program management. I graduated from Baruch College with a degree in digital marketing.
Tracked, measured, and reported to the commissioner on daily status and monthly KPI of newly launched $65M Medallion Relief Program for medallion owners struggling financially during the pandemic.
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Created and implemented quality assurance operation procedures across internal staff and external vendors to reduce
no-shows on appointments by 64%.
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Responsible for Microsoft Dynamics bookings and Outlook inbox management for the TLC owner/driver resource center during a period of over 600% increase in appointments scheduled and technical support requests.
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Collaborated with the technical development team through Microsoft DevOps to develop new features and bug fixes on our website based on survey feedback and focused groups on our client base.
Led and managed multiple social media awareness campaign along with hosting webinars on the agency’s new public facing Driver’s Resource Center led to a 10% increase of inbox inquires and 32% increase of appointments scheduled.
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Creating external-facing materials such as agency updates, flyers, and public service announcement in English and Chinese to reach out to drivers with different cultural backgrounds regarding COVID-19.
Collaborated with data analysis team to create a new Behind the Wheel Course proposal which was approved by upper management then implemented in New York City ultimately increased safe drivers and decreased accidents on the road.
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Designed bi-monthly newsletter email utilizing InDesign to highlight new safety and regulation changes to increase awareness within our community with over 170,000 drivers.
