Tonya Magaña
Houston,TX
Summary
I am an Accomplished Human Resource Professional with 10 years' experience of high performance in several industries. Achieving large candidate placements and training that develops growth within, providing Organizational Growth and low turnover rates. 2 Years of Project Managing Entry Level positions to be filled by recruiting team. Leading contracts to renew, covering a territory within Houston and 13 surrounding counties; as well as 7 districts across the Midwest (Texas, Louisiana, Oklahoma, Missouri, Ohio & Illinois.). I've leaded teams of 10-20 employees virtually and nationally to accomplish metrics and revenue growth.
Overview
11
11
years of professional experience
Work History
Client Service Manager
Gohealthcare Staffing
10.2023 - Current
- Maintaining and strengthening relationships with clients and business partners
- This includes onboarding new clients, contacting existing clients, and renewing contracts
- Ensuring client needs are met, and resolving issues
- This includes developing policies and procedures for client complaints
- Developing pricing and marketing strategies, and helping with advertising and product campaigns
- Leading and developing a team of sales representatives or customer care specialists
- Generating sales or service reports for clients and senior management
- Keeping records of client interactions for training purposes
- Researching new leads to on-board clients.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created and reviewed invoices to confirm accuracy.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Developed detailed plans based on broad guidance and direction.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Defined clear targets and objectives and communicated to other team members.
- Managed senior-level personnel working in marketing and sales capacities.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Championed a culture of open communication within the team, fostering seamless collaboration among colleagues.
- Coached team members on best practices for exceptional customer service, boosting overall performance levels.
- Drove revenue growth by identifying upsell opportunities within existing accounts.
- Reduced turnaround times on client requests by streamlining work processes.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Initiated feedback loops for continuous learning from both internal teams and external clients.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
- Mentored junior staff members for career growth opportunities within the organization.
- Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
- Kept accurate records to document customer service actions and discussions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Took ownership of customer issues and followed problems through to resolution.
- Researched and corrected customer concerns to promote company loyalty.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Launched quality assurance practices for each phase of development
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Sr. Recruiter
Peoplescout/Goodyear Assignment
09.2021 - 01.2023
- Responsible for implementing staffing and recruiting processes, strategies, and solutions for Goodyear retail stores
- Aiding in sourcing, screening, and assessing high volume candidates
- Tracking and monitoring confidential candidate information
- Overseeing the background and pre-employment screening process and reporting them back to hiring managers and district managers
- Facilitating weekly update calls with managers to update on search; discussing challenges and designing action plans to lead to hires
- Maintaining accurate candidate records and ensuring ATS is accurate as well as proactively seeking new venues to attract candidates.
- Conducted thorough candidate screenings, resulting in higher quality interviews and placements.
- Developed strong relationships with hiring managers to better understand their needs and successfully fill vacancies in a timely manner.
- Provided exceptional support to candidates throughout the interview process, leading to positive feedback and increased offer acceptance rates.
- Streamlined recruitment processes for increased efficiency and improved candidate experience.
- Managed relationships with external recruitment agencies, ensuring timely and cost-effective fulfillment of open positions.
- Increased diversity hiring initiatives through targeted outreach efforts and partnerships with professional organizations catering to underrepresented groups.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Developed and monitored employee recognition programs.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Completed human resource operational requirements by scheduling and assigning employees.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Developed disaster and recovery strategy to prepare company for hazardous weather conditions, nuclear accidents and terrorist attacks.
- Created and delivered HR training sessions to staff, managers and executives.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Developed and implemented onboarding and orientation programs for new employees.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
Hiring Consultant
McGee Air Services
08.2022 - 12.2022
- Responsible for implementing staffing and recruiting processes, strategies, and solutions for Ramp Agents at McGee Air Services
- Aiding in sourcing, screening, and assessing high volume candidates
- Tracking and monitoring confidential candidate information
- Interviewing, offering, and submitting for on-boarding
- Discussing weekly challenges and designing action plans to lead to hires
- Maintaining accurate candidate records and ensuring ATS is accurate as well as proactively seeking new venues to attract candidates.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Managed client relationships through regular check-ins and updates on project progress.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
- Designed tailored training programs for employees at various levels within the organization, boosting overall skillsets.
- Conducted thorough market research and analysis, providing valuable insights for client decisionmaking.
- Conducted in-depth market research to identify emerging trends, enabling clients to adapt and stay ahead in competitive industries.
- Increased client satisfaction by developing comprehensive consulting strategies tailored to each business's unique challenges and objectives.
- Analyzed financial data to identify cost-saving opportunities, advising clients on budget optimization strategies.
- Developed and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.
- Improved organizational efficiency, overhauling outdated operational procedures with innovative, tech-driven solutions.
- Established best practices for project management within client organizations, leading to more predictable and successful outcomes.
- Gathered, organized and input information into digital database.
- Created and managed project plans, timelines and budgets.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, arranged, and input information into database system.
- Devised and implemented processes and procedures to streamline operations.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Frequently inspected production area to verify proper equipment operation.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
Sr. Recruiter/Career & Development Trainer
Employment & Training Centers (Workforce Solutions' Employer Services)
04.2016 - 02.2021
- Helped identify the needs of the employers and placed qualified candidates
- Designing and creating job descriptions to fit each employer
- Sourcing candidates through social media, Work in Texas, and large hiring events
- Helping fill positions in industries such as Manufacturing, Industrial, Administration, Finance, and Health care
- Responsible for helping and guiding new placements at different employers throughout the Houston/Galveston Area
- Created SOPs for each employer and training outlines for every level of hire
- Monitoring progression for a 3 - 6 month period and writing approvals for additional training if needed.
Insurance Verification
Memorial MRI & Diagnostic
12.2015 - 04.2016
- Responsible for calling insurance companies to get approval codes for diagnostic procedures such as X-Rays, MRIs, CAT-Scans etc
- Worked days ahead to get caught up with any walk-ins to improve workflow.
- Conducted thorough insurance verification processes, facilitating smooth transitions during patient visits.
- Assisted in training new employees on best practices for efficient insurance verification processes and procedures.
- Streamlined insurance verification processes, minimizing billing errors and improving revenue cycle management.
- Supported administrative tasks including filing, data entry, and insurance verification, leading to increased efficiency within the clinic.
- Streamlined insurance verification process, reducing wait times for patients and medical staff.
- Handled insurance verification tasks accurately and quickly, preventing delays in treatment authorization or billing issues later on.
- Collaborated with healthcare providers to obtain required patient information for accurate insurance verification.
- Streamlined patient registration and insurance verification processes, resulting in smoother patient intake experience.
- Improved revenue cycle management by overseeing accurate insurance verification processes, reducing billing errors, and ensuring prompt payment collection from patients.
- Assisted with insurance verification, expediting the check-in process and ensuring accurate billing.
- Refined department workflows through regular audits of insurance verification processes and implementing improvements as needed.
- Streamlined internal communications between departments through effective use of email, phone calls, and in-person meetings to discuss insurance verification updates or concerns.
- Enhanced patient satisfaction by managing appointment scheduling, billing, and insurance verification processes.
- Enhanced workflow efficiency by streamlining prescription processing tasks such as data entry, insurance verification, and medication dispensing.
- Reduced claim denials, ensuring accuracy in insurance verification and pre-authorization processes.
- Enhanced patient satisfaction with thorough insurance verification and accurate billing procedures.
- Reduced errors in insurance verification, ensuring accurate billing and timely payments from insurance companies.
- Assisted with insurance verification and billing tasks, ensuring timely reimbursements and minimizing errors.
- Reduced wait times for patients by efficiently managing check-ins, insurance verification, and payment processing.
- Increased access to healthcare services by assisting with insurance verification and pre-authorization processes.
- Provided accurate insurance verification for clients, ensuring proper coverage was in place prior to service delivery.
- Expedited insurance verification processes by obtaining necessary information from patients, providers, and insurers.
Full Cycle Recruiter/On Boarding Specialist/Benefits Specialist
The Greensheet/Douglass Media
08.2013 - 07.2015
- Responsible for placing qualified hourly positions such as Call Center Representatives, Sales, Warehouse, and drivers
- Scheduled interviews with hiring managers, conducted tests for positions, and set up UA and Background checks
- Conducted On-Boarding and yearly benefits for over 300+ Employees; performed quality checks of benefits-related data
- Assisted employees regarding benefits claim issues and plan changes
- Distributed all benefits enrollment materials and determined eligibility.
Education
Bachelor of Science in Management - Business Management
University of Phoenix
Phoenix, AZ12.2025
Skills
- Sense of Urgency
- Communication
- Team Planning
- Goal Oriented
- Responsible
- Quick Learner
- Reliable
- Hard Worker
- Quick on Projects
- Valued
- HR Sourcing
- ATS
- Talent Acquisition
- Recruiting
- Medical Imaging
- Employee Orientation
- Insurance Verification
- Workday
- Talent Management
- Computer Networking
- Branding
- Project Management
- Human Resources Management
- HRIS (2 years)
- ERGs (Employee Resource Groups) - Executive Board Member of HOLA
Accomplishments
Head of Engagement of H.O.L.A (Hispanic Organization of Latin Associates)
Timeline
Client Service Manager
Gohealthcare Staffing
10.2023 - Current
Hiring Consultant
McGee Air Services
08.2022 - 12.2022
Sr. Recruiter
Peoplescout/Goodyear Assignment
09.2021 - 01.2023
Sr. Recruiter/Career & Development Trainer
Employment & Training Centers (Workforce Solutions' Employer Services)
04.2016 - 02.2021
Insurance Verification
Memorial MRI & Diagnostic
12.2015 - 04.2016
Full Cycle Recruiter/On Boarding Specialist/Benefits Specialist
The Greensheet/Douglass Media
08.2013 - 07.2015
Bachelor of Science in Management - Business Management
University of Phoenix
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