• 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.

• Created and implemented quality assurance operation procedures across internal staff and external vendors to reduce

no-shows on appointments by 64%.

• 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.

• 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.

• 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.

• 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.

• Utilized Google excel sheets to flag leads generated online and notified appropriate agents to avoid service delays

• Posted and updated over 60 listings on 5 online rental platforms daily to increase online impression