In 2002, Ms. Haynes launched Phoenix Business Development Group, an IT Project Management and Business Consulting firm focused on supporting Executives and key Stakeholders within Fortune 500 companies align their operations to best serve their customers and employees. Through this initiative, she developed and refined the methodology and approach for transforming service and support; Assess, Align, Customize, Execute.
This methodology was applied to successfully close numerous initiatives, projects, and thus far generated two books: 1) The Serious Entrepreneur’s Play Book; Playing and Winning the Business Game! 2) Customer Service is the Business; Designing a Customer Experience that Align Operations, Motivates People and Activates Innovation! And motivated the “Excellence in Technology” training award from the State of California for curriculum design, workshop facilitation and results in increasing broadband adoption amongst small business owners throughout the state of California.
Tonya sits on several boards aimed at improving the customer experience: 1) Rutger’s Customer Experience (CX), 2) Nice inContact Quality Assurance (QA) and mentors and provides feedback to several Vendors who support the customer service industry. A social entrepreneur at heart, Ms. Haynes speaks, trains, develops curriculums and sits on several non-profit boards that assist unserved and underserved communities.