Remote Customer Support Specialist with E-ZPass Experience

D A N A S I A W I L L I A M S

C U S T O M E R S E R V I C E R E P R E S E N T A T I V E C L I E N T E X P E R I E N C E R E M O T E S U P P O R T

New York, NY 917-***-**** **********@*****.*** Fully Remote-Ready

S U M M A R Y

Empathetic, solutions-oriented customer service professional with remote Tier 1 E-ZPass CSR experience and a five-year background in hospitality, safety, and community support. Known for calm conflict resolution, high-volume customer support, and strong use of digital tools to deliver clear, accurate, and timely service in fast-paced environments.

C O R E S K I L L S

Customer Service & Client Support

Remote Call Handling & Email Support

Conflict De-escalation & Difficult Conversations

Account Assistance & Billing Clarification

Intake, Screening & Policy Explanation

Documentation, Reporting & Data Entry (45+ WPM)

Time Management in High-Volume Environments

CPR & First Aid Certified

T O O L S & T E C H N O L O G Y

Vistio (Call Flow Interface), Vector QA (Sandbox)

SharePoint, Oracle/CRM-style account systems

Microsoft Teams, Zoom, Slack, Outlook

Microsoft Word & Excel, Google Workspace

Secure VPN & multi-system navigation

P R O F E S S I O N A L E X P E R I E N C E

TTEC – New York Customer Service Center (E-ZPass Program)

Tier 1 Customer Service Representative — Remote May 2024 – Present (6 months)

Assist NYS drivers with account access, payments, toll disputes, and plan questions via phone and digital channels.

Navigate Vistio, Vector QA, SharePoint and CRM-style tools to authenticate accounts and document each interaction accurately.

Explain E-ZPass plans, discounts, and toll-by-mail policies in clear, simple language to reduce confusion and repeat calls.

Maintain strong QA scores and adherence to scripts, privacy policies, and remote productivity expectations.

Radisson Hotel – New York, NY

Guest Relations Security Guard May 2023 – Present

Welcome guests, support front desk operations, and provide clear directions and information.

Resolve concerns calmly while maintaining a professional, hospitality-focused environment.

Monitor high-traffic areas and support a safe, positive guest experience.

HELP USA Shelter – Bronx, NY

Client Services Safety Monitor Jul 2022 – Nov 2022

Conducted client intake, explained policies, and addressed concerns with empathy and discretion.

Maintained detailed logs and collaborated with social services teams to support resident needs.

De-escalated conflicts and emergencies while preserving dignity and safety.

Allied Universal – New York, NY

Customer Experience Security Guard Jul 2020 – Feb 2021

Served as a visible, approachable point of contact for visitors and clients.

Responded to issues quickly and documented incidents with clear, concise reporting.

Nursery at Habonim – New York, NY

Security & Support Officer Apr 2019 – Jul 2020

Greeted families, answered routine questions, and ensured safe, welcoming access to the facility.

Logged daily activities and communicated updates to staff and parents.

Southbridge Towers – New York, NY

Safety & Care Aide Jun 2018 – Dec 2018

Managed visitor check-ins, deliveries, and resident inquiries with professionalism.

Supported emergency drills and building communications to keep residents informed.

E D U C A T I O N

Opportunity Charter School – New York, NY

High School Diploma, 2015

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