Diane Macpherson Email & Phone Number

Diane MacPherson is the director of Customer Service – Sales and Operations at National Seminars Training a Division of Rockhurst University Continuing Education Center, Inc. Diane is a leader who builds strong teams and gets exceptional results by encouraging collaboration and engaging her associates. She learned about providing quality customer service and staff motivation in her 20-plus years of real-world experience in such positions as accounting manager at Montgomery Ward Distribution Center, customer service manager at Walt Disney Educational Media and in her current customer service role at NST.Among her many accomplishments, Diane developed and implemented an employee-retention strategy called “Career Path” that reduced turnover by 10 percent in its first year. She increased efficiency through cross-training and outsourcing, reducing overhead by 50 percent in one year; she increased staff commissions through motivational up-sell programs. Diane created a job-sharing program that eased job-load imbalance, increased productivity, and improved the level of the customer satisfaction.Diane served as the Director of Member Benefits on the International Customer Service Association’s Executive Board and as past president of the ICSA / PACE (Professional Association of Customer Engagement) Chapter. During her role as president of the Kansas City Chapter, she rebuilt the chapter and has been instrumental in making the association a vital part of the Kansas City business community. During a past New York City ICSA Conference, she presented “The Manager’s Role as StaffCoach™” for her “standing room only” session. She continues to provide leadership and training to groups in the areas of motivation, team building, and self-esteem.

Listed skills include Leadership, Training, Coaching, Leadership Development, and 35 others.