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November 6 - General Election
TLC Staff

The TLC’s Counter Operations and Customer Service Unit

Vicki Hongdilokkul, Saul Ramon-Valez, Arel Espinal, and Clyde Hunter are some of the first staff members you will interact with when you visit the TLC in Long Island City.

Visiting the TLC in Long Island City or Staten Island? You will likely interact with our Counter Operations staff, a dedicated team that helped over 200,000 customers in 2016.  Staff members speak a variety of languages, and carefully communicate different licensing processes with customers.

Community assistant Arelis Espinal is often the first point of contact when drivers and other licensees come to Long Island City. She will help as many as 300 people a day, answering questions and directing licensees and applicants to the right window.

“I love helping people, trying to find a solution for their problems,” she said. “It feels good.”

Jocelyn Colon, Sidni Forbes, and Abibata Zono help many licensees and applicants every day by carefully explaining different TLC rules and procedures.

Community associate Jocelyn Colon estimates that she helps about sixty people a day  with new vehicle applications, renewals, credentials, and translating in Spanish. Much of her time is spent educating licensees and applicants on the TLC’s rules and regulations.   “Go straight to the point,” said Jocelyn, describing her style.

Staff members are currently being cross-trained so that they can handle many different types of transactions, which makes service more efficient and lowers wait times. More than 18,000 people are helped a month on average.

Staff member Sidni Forbes enjoys building a rapport with TLC licensees and applicants.

“Interacting with the public is what I like best,” said Sidni Forbes, a community associate who helps with vehicle applications.  “I like talking to people, I like hearing stories from them.  Everyone has a story.”

She likes to use a little humor when helping customers, which helps her build a rapport.  “I’m very optimistic. I like to make their experience a little better,” said Sidni. “I try to explain as much as possible.”

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