ICMI, Group Training and Content Director
As the current Director of Training and Content, Fancy brings over twenty years of experience specializing in consulting, training and human resource development. Her main area of focus has been working with service and support centers and contact centers across various industries to optimize their performance. As a former ICMI Business Associate she has certified thousands of service and support professionals, managers, directors, analysts, agents, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum, training and consulted for Fortune 500 companies in the areas of customer service, customer experience, quality management, workforce management presentation, communication, and time management skills. Fancy has also served as a session speaker for various industry conferences and events such as Fusion, HDI and ATD.
While at HD/ICMI she served as a chair for International Certification Standard Committees, served on certification testing committees, conference committees, as well as published articles for Support World Magazine. In 2017 Fancy received her Masters in Human Resource Development with a specialization in Adult Education from Texas A&M University. While at Texas A&M University. Fancy is a published author on generational conflict strategies 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 Senior Fellow. She was also selected to serve as the Student Representative Commencement speaker for graduation.
As a fifth generation Texan, she lives in Austin, Texas with her husband Kevin, son Mills, and their tabby cat Sparky. She’s an avid sports fan and enjoys rooting for all Dallas sports teams but her favorite team is anyone that her son is playing on!