William Hanks

About William Hanks

Career oriented professional with twenty-eight solid years of experience in operations management. Highly motivated, organized, and skilled at managing multiple responsibilities, projects, and deadlines. Excellent communicator with a demonstrated ability to craft and deliver messages in oral and written formats. Effective working both independently and as a team member. Ability to recruit, develop, and coach dynamic teams in both matrixed and traditional work environments. SELECTED ACCOMPLISHMENTS Established Washington State’s first All Electronic Tolling (AET) customer service program. Successful reorganization and resourcing of enterprise print and mail services saving an estimated $10million + annually. Redesigned packaging and shipping system saving $1million + in shipping and postage costs annually. Automated inventory return process resulting in annual savings of +. Developed (industry first) Retail Sales Program for E-ZPass NY. Key contributor/writer/presenter on corporate business proposals and strategic initiatives including the successful NY E-ZPass CSC re-bid. Designed employee performance management system that improved the accuracy of HR records reducing work required to track and evaluate employee performance. Received “Recognition Award” for exemplary project management and client service.Specialties: account management, budgeting, business solutions, contact management, customer relations, customer service, database development, forecasting, hiring, human resources, inventory management, logistics, training, market research, microsoft office, payroll, PCI, presentation skills, process engineering, proposal writing, purchasing, recruiting, research, scheduling, shipping, strategic planning, systems development, systems integration, training, vendor relations, visual basics, workflow analysis

Experience

1. Assistant Vice President Back Office Systems & Processes

   Metropolitan Transportation Authority

   Aug 2025 — Present

Education

• Professional Training

  Certificate, Management

  2006 — 2012

• Villanova University

  Master Certificate in Applied Project Management, Project Management

  2016 — 2016

• University of California, San Diego

  Certificate, Learning How to Learn

  2015 — 2015

• Metropolitan College of New York

  Bachelor of Arts, Business Administration

  2003 — 2006

Skills

• Operations Management
• Performance Management
• Crm
• Analysis
• Negotiation
• Requirements Analysis
• Databases
• Outsourcing
• Call Centers
• Workshop Facilitation
• Pmp
• Security
• Enterprise Architecture
• Leadership
• Business Intelligence
• Vendor Management
• Software Documentation
• Forecasting
• Process Engineering
• Business Analysis
• Program Management
• Proposal Writing
• Account Management
• Budgeting
• Management
• Team Building
• Team Leadership
• Strategic Planning
• Training
• Testing
• Process Improvement
• Integration
• Project Planning
• Project Management
• Start-Ups
• Business Process Improvement
• Budgets
• Recruiting
• Customer Service
• Microsoft Office