Matthew Waller
San Antonio,TX
Summary
Results-driven workforce management professional with expertise in schedule optimization and intraday management. Developed and monitored staffing plans aligned with operational demands while analyzing call volume trends to guide decision-making. Identified process improvement opportunities across contact centers and collaborated with leadership to implement best practices, enhancing efficiency and service delivery.
Overview
1
1
year of post-secondary education
19
19
years of professional experience
Work History
Workforce Planner Senior
Capital Group
San Antonio, Texas
07.2014 - 10.2026
- Monitored intraday staffing and adjusted coverage for demand changes.
- Analyzed call volume trends using workforce management reports.
- Coordinated staffing plans with operations and leadership partners.
- Conducted gap analysis of current staff versus projected needs based on forecasted workloads.
- Collaborated with senior and department leaders to develop and implement workforce plans.
- Created schedules for advisor support and client operations.
- Managed scheduling requests to ensure coverage and efficiency, including PTO, shift swaps and overtime.
- Guided planners on scheduling tools and workforce procedures.
- Improved planning workflows across Capital Group contact centers.
- Identified opportunities to improve current processes, procedures and systems related to workforce planning.
- Recommended changes or modifications to existing policies that would improve efficiency across all departments.
- Advised senior leadership on best practices related to workforce planning initiatives.
- Updated performance dashboards for planning and reporting reviews.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives such as SLA range of 60-70%
Training support associate
Capital Group
San Antonio, Tx
05.2011 - 07.2014
- Lead practice call sessions with new hires
- Provided in the moment feedback to new hires regarding live calls
- Provided coaching tailored to an individual and group of individuals
- Supported training department with demonstrating processes to new hires
Shareholder Service Representative
Capital Group
San Antonio, Tx
05.2007 - 07.2014
- Supported Capital Group mutual fund shareholders with account inquiries and service requests.
- Processed account transactions, including purchases, redemptions, exchanges, and address changes.
- Explained Capital Group investment products and shareholder policies clearly by phone.
- Reviewed account records for accuracy and resolved missing or conflicting information.
- Coordinated with internal teams to complete complex service requests and transfers.
- Tracked follow-up items in client systems and maintained organized account documentation.
- Participated in team meetings aimed at improving processes within the department.
- Entered data into various computer systems accurately and efficiently in order to update shareholder records.
- Developed strong relationships with clients through effective communication techniques.
- Performed daily reconciliation tasks between client accounts and system databases.
- Processed new accounts, transfers of ownership and changes in account information.
- Provided customer service to shareholders via phone, email and web-based inquiries.
- Assisted internal departments with projects related to shareholder services operations.
- Handled escalated customer service issues in a timely manner while maintaining a professional demeanor.
- Researched and responded to shareholder questions regarding account information, stock holdings and dividend payments.
- Developed strong customer relationships to encourage repeat business.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Systems support associate
Capital Group
San Antonio, Tx
08.2013 - 02.2014
- Resolved complex technical issues faced by associates with company systems
- Performed password resets for disabled systems to restore user access
- Created pin access for remote login to enhance security and user convenience
Education
Bachelor of Arts - Psychology
The University of Texas At Austin
Austin, TX 09.2024 - 05.2025
Some College (No Degree) - General Studies
University of Texas San Antonio
San Antonio, TXSkills
- Workforce management
- Intraday management
- Schedule optimization
- Training support
- NICE IEX
Timeline
Bachelor of Arts - Psychology
The University of Texas At Austin
09.2024 - 05.2025
Workforce Planner Senior
Capital Group
07.2014 - 10.2026
Systems support associate
Capital Group
08.2013 - 02.2014
Training support associate
Capital Group
05.2011 - 07.2014
Shareholder Service Representative
Capital Group
05.2007 - 07.2014
Some College (No Degree) - General Studies
University of Texas San Antonio