HDI Information Technology Conference 2018

Pre-12: MasterMinds: Support Center Leadership

Tuesday, April 9 at 9:00 AM

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MasterMind: "Coordination of knowledge and effort, in a spirit of harmony, between two or more people, for the attainment of a definite purpose." – Napoleon Hill

Are you a support center leader who's looking for a unique opportunity to network, share, and learn from the experience of support center leaders who share your same pain points and challenges? MasterMinds is a place to bring your unique challenges, collaborate on innovative solutions, and gain long-term benefits from a new group of peers in leadership roles across a variety of industries. MasterMinds unlocks the full value of an industry conference, helping you develop new skills to bring back to your workplace and put into use. Come to experience an open forum where you'll receive individualized advice, hear diverse perspectives, and build connections, relationships, and skills that will endure.

Fancy Mills

Group Training and Content Director

Fancy Mills has more than 20 years of experience specializing in consulting, training, and human resource development. As the current Group 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 received her MS in human resource development with a specialization in adult education from Texas A&M University; she's also served as a session and keynote speaker for various industry conferences and events, and contributed to Cultural Impact on Conflict Management in Higher Education.