Summary
Overview
Work History
Education
Skills
LANGUAGES
Accomplishments
Timeline
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MATTHEW WILLIAMS

Miami

Summary

Experienced Manager with over 10 years of expertise in operations, guest services, and team leadership within the cruise industry. Proven ability to optimize operational efficiency, enhance guest satisfaction, and manage cross-functional teams to ensure smooth, high-quality service. Seeking to leverage my skills in a dynamic role to contribute to the growth and success of a forward-thinking company.

Overview

16
16
years of professional experience

Work History

Customer Service Manager

MSC Cruises
Fort Lauderdale, FL
01.2013 - Current
  • Managed all pre/post customer service channels (B2B/B2C) – inbound/outbound calls, chat, email correspondence;
  • Provided leadership to Supervisors and frontline staff to ensure all teams are aligned and executing in accordance with policies, procedures and KPI’s;
  • Partnered with sales leaders and senior management to develop short and long-term strategies and assume responsibility for the implementation;
  • Managed processes, relationships, and resources to enhance organizational capability and results;
  • Aligned global Contact Center strategy and sales goals to the local market and organization.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.

Account Executive Assistant

United TranzActions
Miramar, FL
04.2009 - 05.2012
  • Answered high volume of phone calls and email inquiries.
  • Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
  • Worked with clients to effectively plan and coordinate logistics for special projects and events.

Education

Bachelor of Science - Supervision and Management

Broward College
Fort Lauderdale, FL
12.2025

Associate of Science - Office Management

Broward College
Fort Lauderdale, FL
05.2023

Skills

  • Calm and Professional Under Pressure
  • Strategic Planning
  • Administration and Reporting
  • Information Confidentiality
  • Excellent Communications
  • Issue and Conflict Resolution

LANGUAGES

English - Native or Bilingual
Spanish - Native or Bilingual

Accomplishments

  • Boy Scouts of America - Eagle Scout Rank - 2009
  • MSC Cruises – Most Valuable Partner (MVP) Award - 2015

Timeline

Customer Service Manager

MSC Cruises
01.2013 - Current

Account Executive Assistant

United TranzActions
04.2009 - 05.2012

Associate of Science - Office Management

Broward College

Bachelor of Science - Supervision and Management

Broward College

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