William Hanks

William Hanks is an experienced professional in customer service operations and management, currently serving as the Senior Director of the Customer Service Center Environment at the Metropolitan Transportation Authority since July 2023, while also holding the position of Director of E-ZPass Contracts at MTA Bridges and Tunnels since August 2016. Hanks has a strong background in establishing and managing customer service centers, including directing the development of a Statewide Customer Service Center at Electronic Transaction Consultants, overseeing significant operations with a large staff. Previous roles at Affiliated Computer Services and Lockheed Martin IMS involved responsibilities in operations management, violations management, and quality assurance, showcasing expertise in handling complex customer service and operational processes. Hanks holds a Bachelor of Arts in Business Administration from Metropolitan College of New York and several professional certifications, including a Master Certificate in Applied Project Management from Villanova University.