Cordelyia Ogbebor-Santos

Ensured compliance by managing documentation and processes within regulated biotech framework. Streamlined controlled documentation processes to enhance operational efficiency. Maintained adherence to regulatory standards through diligent oversight of documentation practices.

with standard operating procedures and enhancing audit and inspection preparedness.

• Administered electronic/paper documentation and management system
• Supporting document revisions, routing and approvals, training assignments, and user management activities
• On-site supported for two sites in MA, and virtual support throw out the company
• Print, Scan, and upload documents according to SOP. Format, track, and issue-controlled cGMP documents including protocols, test records and forms
• Maintain validation files (validation protocols, validation summary reports, engineering change controls)
• Retrieve proper documentation related to internal and external audits
• Assist in review of cGMP-controlled documents as necessary. Maintain confidentiality regarding sensitive documents
• Create templates for different department use throw out the company. Come up with more efficient ways to keep track of incoming and outgoing data. Created and improved systems of document tracking
• Participate in and support quality audits (internal and external), troubleshooting efforts, and other Quality System

• Coordinated office operations and served as point of contact for external vendors and facility management
• Received all visitors with respect and addressed incoming calls, redirecting to suitable personnel
• Coordinated catering services for company events and meetings. Supervised facility work orders and maintenance requests to ensure timely resolution.
• Facilitated new hire onboarding processes within HR department. Distributed welcome kits to new employees, enhancing initial engagement.
• Oversaw signing of all incoming correspondence and packages through FedEx, UPS, etc. Facilitated timely distribution of in-house mail and packages to relevant parties. Organized courier services as necessary to maintain workflow efficiency.
• Oversaw distribution and ordering processes for company supplies across in-house and remote locations. Ensured reception area remained clean and well-organized, enhancing visitor experience.
• Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.

• Spearheaded a multi-year cleanup of customer state exemption certificates
• Executed monthly and quarterly certificate compliance procedures and controls
• Managed and prepared personal property tax procedures and returns efficiently. Assisted in preparation of monthly sales and use tax returns for accuracy. Reviewed financial statements and expenditures to support tax return preparations. Maintained and updated Vertex tax database to ensure data integrity.
• Coordinated with multiple departments to secure accomplishment of all organizational objectives.
• Evaluated returns prepared externally to detect and correct errors.

• Conducted thorough reviews of entries for compliance and accuracy in internal controls. Supported management with various office tasks and operational needs. Handled a variety of communications, including telephone calls, orders, faxes, filing, and emails. Maintained organization of office processes to enhance productivity.
• Guaranteed accurate and timely fulfillment of orders
• Contributed both autonomously and as part of larger groups to guarantee fulfillment of monthly and quarterly goals.

• Resolved urgent issues related to escalations through methodical analysis. Delivered courteous and respectful support to customers in need. Addressed critical problems effectively while ensuring customer patience.
• Cultivated internal and external relationships through effective management and interpersonal skills. Served as primary contact for all inbound inquiries from commercial and residential customers.
• Trained onboarding specialists to enhance new employee integration. Cross-trained new employees across various functions to improve team versatility. Managed peer support program, fostering collaboration and knowledge sharing. Facilitated weekly team meetings to align goals and address challenges. Assisted in development of monthly sales incentives to boost performance.
• Managed billing and technical support for cable HSI and CDV services. Processed customer transitions efficiently while ensuring timely responses to inquiries. Handled sales calls, providing accurate information and assistance to customers. Delivered prompt resolutions to customer inquiries, enhancing service experience.
• Consistently achieved sales and service targets by identifying customer needs and interests, cross-selling and upgrading products, rates, and programming information.
• Minimized unnecessary truck rolls by leveraging troubleshooting skills to address service challenges. Facilitated professional growth among peers by sharing insights and experiences. Coordinated with technicians for job dispatching and ensured proper logging of completed jobs.

• Resolved escalated customer needs through targeted intervention and support. Directed calls with shift team, aligning efforts with service expectations. Managed various performance metrics to assess team effectiveness. Supervised sensitive customer interactions, promoting positive outcomes and retention.
• Managed opening and closing operations of call center to ensure efficient service delivery. Processed new business orders, upgrading services as needed to meet client demands.
• Led training and onboarding initiatives for new hires, enhancing team readiness. Surpassed individual and organizational targets by implementing best practices.