Fancy Mills

 fancyleigh8@tamu.edu           

SUMMARY OF QUALIFICATIONS

Performance oriented professional and lifelong learner with significant experience in training and defining curriculum strategies. Articulate presentation skills and proven success managing projects. A respected leader with the ability to project responsive management of personnel as well as assess learning outcomes related to courses and programs. Sound knowledge and experience in identifying ‘best practices’ for adult learning and motivation. Demonstrated capability to communicate effectively with all levels of staff and build relationships of trust to ensure resources and staff development are provided to promote success and advancement. Reputation as an approachable professional with impeccable integrity and ethics. Able to identify and resolve barriers, projecting responsive direction and management.

PROFESSIONAL EXPERIENCE

HDI (formerly STI Knowledge/Zavata) Colorado Springs, CO (HQ)                                                                                2000 – Present

The world’s leading provider of IT service and support certification programs.

Faculty Member, Master Certified Trainer (Contract)

  • Deliver cutting-edge methodologies and provide specific training of HDI/STI Knowledge Certification Courses for personnel at Fortune 100 companies.
  • Conduct training classes required for certification process for support industry professionals using onsite, virtual and remote methods.
  • Evaluate the effectiveness of training programs and course outcomes.
  • Create industry ‘best practices’ for certification curriculum with emphasis on training and certification in technical support industries, customer service and call centers.
  • Collaborate with training staff and function as Test Writer for certification courses (HDI, STI Knowledge).
  • Manage classroom onsite certification training courses for companies such as: Dell, GameStop, Rack Space, Hewlett Packard, Sales Force, Fidelity Investments, Polo Ralph Lauren, Dynegy, Frito Lay, Comerica Bank, Memorial Hermann Hospital, DFAS, IRS, and Dept of the Navy, North Eastern University, ACS, Trammell Crow, Canadian Pacific Railroad and the Texas Comptrollers Office.
  • Serve as subject matter expert (SME) and curriculum developer for call center and help desk classes.

Contract Training Consultant, Catalyst Training & Development at Dell Computer Corporation

  • Held three year assignment to facilitate instruction designed for Dell Individual Contributors and provided training needs analysis, content creation and ongoing material updates.
  • Delivered the following courses:
  • Speaking for Success – Instructed students on the basics of presentation skills using a persuasive format. Students submitted five videotaped presentations in two days while receiving critique and coaching to improve performance.
  • Delivering Answer First Presentations – Taught participants how to present a business case using Dell’s exclusive executive level format. Videotaped and coached students to improve skills.
  • Communication Excellence – Directed individuals to categorize ideas cohesively and use voice power to motivate audience to action. Administered DISC Communication Assessment.
  • Time Management for Success – Created this class expressly for Dell Onsite Engineers to ensure quality customer service and optimal service level agreements while managing time effectively.

VOLT SERVICES GROUP, Dallas, TX and Phoenix, AZ                                                                                                                  1998 – 2000

A workforce solution organization.

Account Manager/Direct Placement Recruiter

  • Pre-screened candidates by reviewing resumes; conducted interviews for appropriateness of skills and experience; developed job descriptions, and sourced potential candidates.
  •  Served as main point of contact for candidates and provided complete, accurate information about open positions for accounts at Microsoft, GTE, Flash Net and Frito Lay.
  • Maintained precise and well-ordered documentation on candidates and searches; coordinated reports, service level agreements and presentations to clients and senior management.

LOWE’S HOME CENTERS, INC., Bryan, College Station and Sugarland, TX                                                                      1997 – 1998

Worldwide home improvement retail organization.

Personnel/Training Manager

  • Charged with targeting, interviewing and maintaining 150-200 employees including wage management.
  • Handled on-boarding process and performed new hire orientation and continual training for staff.
  • Ensured compliance with company policies, management practices and legal requirements.
  • Facilitated organizational growth through effective employee recruitment, training, motivation, and coaching and performance management.
  • Employed training processes and development strategies to enhance and support long and short term business plans and enforce corporate values.
  • Identified needs and responded with action plans, deliverables and development of multiple employee training programs focusing on sales, service and leadership.
  • Organized hiring of employees for a new store location in Sugarland, Texas.

EDUCATION

Texas A&M University, College Station, Tx (currently pursuing, projected graduation 2017)

Master of Science, Educational Human Resource Development: Specialization in Adult Education

SAM HOUSTON STATE UNIVERSITY, Huntsville, TX

Bachelor of Science, Psychology, Minor: Criminal Justice, National Dean’s List

eDUCATIONAL Affiliations – Texas A&M University

Board Member – Graduate Advisory Board – Distance Liason Chair 2015-2016

Steering Committee Member of the Graduate Teaching Academy for Future Faculty

PROFESSIONAL CERTIFICATIONS

Certified Workforce Manager- RCCSP

Certified Call Center Manager - RCCSP

Certified Call Center Professional –RCCSP

HDI Certified Instructor

HDI Customer Service Representative

HDI Support Center Analyst

HDI Desktop Support Technician

HDI Technical Support Professional

HDI Support Center Team Lead

HDI Support Center Manager

HDI Certified Instructor

ITIL Foundations V2

ITIL Foundations V3

HDI Structured Problem Solving for Support Pro

HDI Desktop Support Manager

PROFESSIONAL Affiliations

Member of the National American Society of Training and Development

Member of Local Austin ASTD Chapter

ASTD Board Member – Past VP Membership

Member of the Help Desk Institute

Member Austin Chapter of International Society for Performance Improvement (ISPI)

Conferences and Speaking Engagements

TEDX TAMU Speaker 2016 : Pioneering change Conference

Track Chair – Fusion 2015: The People Factor Track

Key Session Speaker – HDI Conference and Expo (2015) (2016)

Facilitator – HDI 2015 Conference and Exp: Certified Support Center Team Lead

Key Session Speaker – HDI Conference and Expo (2014)

Key Session Speaker – Help Desk Institute (HDI) Conference and Expo (2013)

Facilitator – HDI 2014 Conference and Exp: Certified Support Center Team Lead

Session Speaker and Facilitator - STI Knowledge Symposium 2003-2006

Session Speaker and Facilitator - STI Knowledge Annual Conference -2001 -2006

Publications

Support World: The Conceptual Age and Right Brain Skills (January/February 2016)

Support World: The State of the Industry Issue: The 2020 Generation Gap (November/December 2014)

Support World: Workforce Management: Underutilized Metrics for Success (September/October 2013)

International Standards Committee Chairman: Certified Desktop Technician V.2.2 (2012)

International Standards Committee Member: Certified Support Center Manager V.4.0.1 (2012)

COMMUNITY INVOLVEMENT

Hands on Housing ~ Red Cross Volunteer ~ Mobile Loaves and Fishes Volunteer

Primary Coordinator for Interface Hospitality Network (IHN) Foundation for the Homeless program

First United Methodist Church, Administrative Board Member ~ Vice Chairman of the Administrative Board Vacation Bible School Teacher ~ Coordinator of Christmas Brunch