Shaquanda Cole

• Lead global quality and process optimization initiatives supporting HRConnect centers across EMEA, JAPAC, LATAM, and North America.
• Own global Workday data quality review processes, perform trending analysis, and deliver corrective action plans to improve accuracy.
• Designed and implemented a Global Data Quality Framework, including updated DTPs, QRGs, and training content.
• Conduct Workday data quality training for all regions, strengthening accuracy, consistency, and compliance.
• Present quarterly leadership metrics on data quality trends, RCA patterns, and ServiceNow insights.
• Manage the global People Experience RCA process—review documentation, provide recommendations, and track mitigation plans.
• Conduct New Hire Audits for the U.S., Puerto Rico, and Canada; support automation and global expansion to reduce manual workload.
• Monitor EMEA leave of absence return dates, implement new quality controls, and prevent payroll downstream risks.
• Analyze “Other” case submissions in ServiceNow to ensure correct classification and identify gaps requiring new HR services or categories.
• Review global customer satisfaction survey results, identify whether issues stem from people, process, or technology, and implement improvement strategies.
• Identify workflow efficiencies and streamline processes globally to reduce errors and improve service consistency.

• Led HRConnect Customer Experience operations across the U.S., Canada, and Puerto Rico, ensuring high-quality service delivery.
• Managed escalations and resolved complex HR inquiries involving health benefits, payroll, employee relations, bonus programs, and leave administration.
• Processed U.S. and Puerto Rico leave of absence transactions and guided employees through end-to-end leave support.
• Oversaw Canada leave processing, validated medical documentation, ensured accurate maternity/parental leave setup, and educated employees on Canadian leave laws.
• Partnered with Payroll to ensure timely submission of Records of Employment (ROE) to the Canadian government for benefit eligibility.
• Handled leave extensions, paid continuation leaves, and paid continuation terminations.
• Processed terminations, job changes, and all Workday transactions with high accuracy and SLA compliance.
• Served as Employee Relations SME, partnering closely with ER to resolve complex cases and provide expert guidance.
• Oversaw U.S. and Canada Workday data quality; reviewed reports, corrected discrepancies, and delivered coaching and refresher training.
• Conducted HR reporting, analyzed trends, and recommended workflow, policy, and process improvements.
• Improved team efficiency by 50% through targeted process redesign and standardization.
• Maintained 100% compliance with HR policies, regulations, and data security requirements.
• Enhanced customer satisfaction through coaching, escalation management, and service excellence initiatives.

• Supervised 25 HR Advisors supporting health benefits, pension plans, and retirement services.
• Delivered expert consultations on 401(k), pension eligibility, health benefits, and regulatory guidelines.
• Resolved complex benefit issues with 100% accuracy, ensuring an exceptional customer experience.
• Performed detailed quality monitoring on 25+ calls weekly and provided actionable coaching to improve performance.
• Processed high-priority transactions including death claims, beneficiary changes, hardship withdrawals, and new enrollments.
• Explained Pension Annuity options.
• Trained and mentored 25+ representatives, elevating service delivery standards across the team.
• Consistently exceeded quality goals with monitoring scores above 90%.