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Fancy Mills Group Training and Content DirectorUBM

Fancy Mills has more than twenty years of experience specializing in consulting, training, and human resource development. As the current Director of Training and Content for ICMI and HDI, her focus is working with support centers and contact centers across various industries to optimize their performance. As a former consultant and HDI Business Associate, she’s certified thousands of service and support directors, managers, analysts, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and consulted for Fortune 500 companies in the areas of process improvement, customer experience, quality management, workforce management, presentation, communication, and time management skills. Fancy has also served as a session and keynote speaker for various industry conferences and events.

While at HDI, she served as a chair for International Certification Standard Committees, served on certification testing committees, conference committees, as well as published articles for SupportWorld. Fancy received her MS in human resource development with a specialization in adult education from Texas A&M University. She is a published author on generational conflict strategies, was featured in the 2018 publication "Cultural Impact on Conflict Management in Higher Education," and was a featured speaker at the 2016 TEDx TAMU, speaking on “The XYZ Strategies for Succeeding in a Multi-Generational World.” She served on the Texas A&M Graduate Advisory Board and the steering committee for The Academy for Future Faculty, and was awarded the 2016 AFF Senior Fellow. She was selected to serve as a Texas A&M Student Representative Commencement speaker for December 2017 graduation ceremonies. A fifth-generation Texan, she lives in Austin with her husband Kevin, son Mills, and their cat, Sparky. She’s an avid sports fan and enjoys rooting for the Texas A&M Aggies and all Dallas sports teams. Her favorite team is anyone that her son is playing on!