Summary
Overview
Work History
Education
Skills
Timeline
My supervisor and I received an email from an Appeal Examiner for my help.
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Toni Cilumbrello

Glen Allen,VA

Summary

Dynamic Office Service Specialist Supervisor with extensive experience at the Virginia Employment Commission, excelling in customer service and team leadership. Proven ability to enhance service quality through effective communication and active listening. Skilled in data entry and managing appeal hearings, fostering a collaborative environment that drives results and improves customer satisfaction.

Overview

2026
2026
years of professional experience

Work History

Office Service Specialist Supervisor

Virginia Employment Commission
03.2022 - Current
  • Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
  • Collaborated with team members to enhance service processes and improve customer satisfaction.
  • Assisted in training new staff on operational procedures and best practices for service delivery.
  • Adapted quickly to changing priorities, ensuring seamless support during peak business hours.
  • Monitored service performance metrics, identifying areas for improvement and suggesting actionable solutions.
  • Managed service specialist team, fostering a positive work environment and encouraging teamwork to achieve desired results.
  • Maintained accurate records of all customer interactions for reporting purposes and ongoing process improvements.
  • Handled escalated customer concerns with professionalism, resulting in improved relationships and repeat business.
  • Collaborated with team members to develop new strategies for improving service quality and efficiency.
  • Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
  • Followed instructions from supervisor regarding daily job tasks and duties.
  • Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
  • Positively engaged with customers and maintained professional appearance as company representative.
  • Reported issues to property manager so effective resolutions could be put into place.
  • Trained new staff on operational procedures and best practices for efficiency.
  • Collaborated with management to develop training materials for continuous staff development.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Gathered, organized and input information into digital database.

Office Services Specialist Lead

Virginia Employment Commission
2021 - 2022
  • Managed daily office operations, ensuring smooth workflow and efficient task completion.
  • Executed document management processes, maintaining accurate records and timely retrieval.
  • Provided administrative support through effective communication with staff and clients.
  • Supported training initiatives for new employees on office procedures and software usage.
  • Answered calls to address customer inquiries, confirm appointments, and provide information.
  • Completed daily logs for management review.
  • Performed wide-ranging administrative, and service-related functions.
  • Used scanner to scan important documents into computer system.
  • Reviewed files and records to obtain information to respond to customer and client requests.
  • Assisted customers promptly and professionally to address inquiries or direct them to appropriate departments for further assistance.
  • Efficiently managed time-sensitive projects using project management tools, ensuring timely completion and quality results.
  • Promoted a positive work environment by maintaining clean and organized common areas for employee use.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Answered telephone calls and read emails to redirect calls and forward emails to appropriate personnel.
  • Supported colleagues in daily administrative tasks when needed including data entry or report generation.
  • Safeguarded sensitive information via proper handling of confidential documents according to established guidelines.

Office Services Specialist

Virginia Employment Commission / Permanent Classified
01.2021 - 2021
  • Used scanner to scan important documents into computer system.
  • Reviewed files and records to obtain information to respond to customer and client requests.
  • Answered calls to address customer inquiries, confirm appointments, and provide information.
  • Assisted customers promptly and professionally to address inquiries or direct them to appropriate departments for further assistance.
  • Efficiently managed time-sensitive projects using project management tools, ensuring timely completion and quality results.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Promoted a positive work environment by maintaining clean and organized common areas for employee use.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Supported daily office operations by managing incoming communications and directing inquiries appropriately.
  • Assisted with office equipment troubleshooting, enhancing productivity through prompt resolution of issues.
  • Answered telephone calls and read emails to redirect calls and forward emails to appropriate personnel.
  • Supported colleagues in daily administrative tasks when needed including data entry or report generation.
  • Safeguarded sensitive information via proper handling of confidential documents according to established guidelines.

Office Services Specialist

Virginia Employment Commission Wage
2016 - 2021
  • Answered calls to address customer inquiries, confirm appointments, and provide information.
  • Aided in the preparation of presentations as well as other materials required for appeal hearings.
  • Promoted a positive work environment by maintaining clean and organized common areas for employee use.
  • Prepared and edited documents to produce precise, accurate and professional communication.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Supported daily office operations by managing incoming communications and directing inquiries appropriately.
  • Assisted with office equipment troubleshooting, enhancing productivity through prompt resolution of issues.
  • Answered telephone calls and read emails to redirect calls and forward emails to appropriate personnel.
  • Supported colleagues in daily administrative tasks when needed including data entry or report generation.
  • Safeguarded sensitive information via proper handling of confidential documents according to established guidelines.

Office Services Specialist

Virginia Employment Commission / Through Caliper Staffing Services
04.2014 - 2016
  • Answered calls to address customer inquiries, confirm appointments, and provide information.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Supported daily office operations by managing incoming communications and directing inquiries appropriately.
  • Assisted with office equipment troubleshooting, enhancing productivity through prompt resolution of issues.
  • Answered telephone calls and read emails to redirect calls and forward emails to appropriate personnel.
  • Supported colleagues in daily administrative tasks when needed including data entry or report generation.
  • Safeguarded sensitive information via proper handling of confidential documents according to established guidelines.

Office Services Specialist

Virginia Employment Commission / Through Sedona Staffing
08.2010 - 09.2014
  • Supported daily office operations by managing incoming communications and directing inquiries appropriately.
  • Assisted with office equipment troubleshooting, enhancing productivity through prompt resolution of issues.
  • Answered telephone calls and read emails to redirect calls and forward emails to appropriate personnel.
  • Answered calls to address customer inquiries, confirm appointments, and provide information.
  • Supported colleagues in daily administrative tasks when needed including data entry or report generation.
  • Safeguarded sensitive information via proper handling of confidential documents according to established guidelines.

Education

GED -

Western Branch High School
Chesapeake, VA

Skills

  • Professional telephone demeanor
  • Customer service
  • Knowledge of VUIS
  • Can manually schedule Appeal Hearings
  • Multitasking and organization
  • Active listening
  • Verbal and written communication
  • Upload Documents into VUIS for upcoming Appeal Hearings
  • Communicates with Appeal Examiners daily
  • Data entry
  • Process E-Faxes

Timeline

Office Service Specialist Supervisor

Virginia Employment Commission
03.2022 - Current

Office Services Specialist

Virginia Employment Commission / Permanent Classified
01.2021 - 2021

Office Services Specialist

Virginia Employment Commission / Through Caliper Staffing Services
04.2014 - 2016

Office Services Specialist

Virginia Employment Commission / Through Sedona Staffing
08.2010 - 09.2014

Office Services Specialist Lead

Virginia Employment Commission
2021 - 2022

Office Services Specialist

Virginia Employment Commission Wage
2016 - 2021

GED -

Western Branch High School

My supervisor and I received an email from an Appeal Examiner for my help.

I had a Claimant call in to see when the Appeal Examiner will call them for hearing. I contacted the Appeal Examiner to find out. The Appeal Examiner misread the notes in C2T and asked if the claimant was able to take the call now since it was close to 4:00. Which I stated that she was. The Appeal Examiner was able to hold the Appeal Hearing without having to postpone it.

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Toni Cilumbrello