ROSETTA CARRINGTON LUE

Washington, DC •rosettalue@gmail.com 202-679-4831

PROFESSIONAL OVERVIEW

Visionary leader and innovative strategist who creates roadmaps to success with more than 15 years’ experience working with executives across diverse organizations; private, public sector, startups to complex enterprises. Chief Customer Service Officer, American Heart Association Go Red Spokesperson and social media guru. Guide senior leadership teams in making sound, innovative decisions based on facts and

business/industry knowledge gained through proactive research, benchmarking, networking, and experience; deliver value by providing sound judgment and rational recommendations around what works in complex organizations.

Recognized for the ability to translate corporate vision and mission into national and international strategies that exceed financial and organizational targets and contribute to better profitability, cost controls, process optimization, customer satisfaction, and service complaint recovery and design. Acknowledged by various publications.

Recognized by external and internal publications as an exceptional contributor and sought-after key contact that incorporates expertise into big-picture policies and plans while focusing on producing tangible business outcomes.

Proven record of helping customers achieve measureable performance improvements through effective requirements definition, risk management, transparent reporting, and a keen focus on leveraging technology to support business process improvements and execute mission objectives.

CORE COMPETENCIES

• Senior Advisor to Executive Leadership Teams • Develop Public Relations and Social Media Strategies

• Chief Spokesperson and Program Media Specialist • Business Technology & Architecture Assessments

• Sponsor/Lead Major Projects and Initiatives • Human-centered Design Approach to Solve Problems

• Develop and Execute Strategic Plans • Implement Customer Relationship Management System

PROFESSIONAL EXPERIENCE

November 2015 – Present Department of Veterans Affairs Senior Advisor & Whitehouse Presidential Executive Fellow Washington, DC

Appointed by Veterans Affairs (VA) Secretary to lead one of 12 transformational initiatives; Contact Center Modernization at the federal government. Responsible for creating the enterprise contact center strategies, governance, and framework to improve the customers' experience when interacting with any of the 272 contact centers. These centers manage 140 million calls and service over 9 million Veterans annually. Recruited to join the first team of White House Presidential Executive Fellows based on her successful

career track record.

Appointed VA Secretary as the transformational breakthrough leader to standup the national MyVA311 toll free information services platform by Veteran’s Day 2016 (currently project within budget/on-time).

Create a VA enterprise contact center governance model that incorporates a single vision to improve the Veterans’ experience. Integrate a human-centered design approach to centralize methodologies across the contact center organizations.

ROSETTA CARRINGTON LUE – PAGE 2

Washington, DC • rosettalue@gmail.com 202-679-4831

May 2008 – November 2015 City of Philadelphia Deputy Managing Director Philadelphia, Pennsylvania

Appointed by Mayor Michael A. Nutter to improve customer service and implement the City of Philadelphia’s Strategic Goal #5 - Philadelphia government works efficiently and effectively, with integrity and responsiveness - providing one contact and for 1.5 million City residents, businesses, and visitors for municipal information and services.

Launched the nationally recognized City of Philadelphia’s 3-1-1 Contact Center to serve within budget and project deadline.

Designed traditional and nontraditional service operations strategies to leverage multi access channels 24/7, including Web 2.0 and a mobile app with language translations.

Received national and international recognition; finalist for the United Nations - International Public Service Innovation category, Big Vision Award for Technology - City Paper, Citizen-Engaged Community Award for 5 consecutive years - Public Institute of Technology, Best Small Contact Center - International City/County Management Association, Huffington Post Top 50 Social Media Pro, etc.

Appointed as Chief Customer Service Officer serving as the communications spokesperson to educate and create community awareness about the City's services and programs via social media, videos, Philly311 TV, and grass roots community engagement.

Nov 2007 – May 2008 TGS Tele-Management, Inc. Senior Operations Director, Client Support Tampa, FL

Oversaw multi-site project engagement teams in the delivery of customer technology solutions.

Leveraged complex predictive models to forecast product preference, response behavior, and usage patterns of clients; created metrics to track and measure effectiveness of key strategies.

Developed and executed customer relationship plans which lead to 30% increase in revenues and 15% increase in clientele.

Created the communication strategy and client relationship model to ensure the company’s engagement teams were successful at building long term relationships while meeting operational objectives.

Oct 2006 – Nov 2007 Tatum Manufacturing Vice President Technical Support and Marketing Tampa, FL

Directed the start-up customer leisure/entertainment business to support 24/7 international sales, warranty support and marketing operations. Managed a team of 25 new full-time employees to become a top performing team, globally.

Increased monthly warranty parts sales by 34%-40% by transforming order taking culture into sophisticated strategic selling organization, which delivered significant increases in profit margins.

Developed and successfully oversaw the integration of the manufacturing plant’s ERP with a new e-commerce web strategy across the enterprise.

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Washington, DC • rosettalue@gmail.com 202-679-4831

Jul 2002 – Oct 2006 City of Lakeland

Assistant General Manager, Customer Service Operations Lakeland, Florida

Oversaw service operations for the third largest public utility in the State of Florida; implementing break-

through operational strategies for the organization to become an industry leader in customer service.

Developed and implemented improvement strategies within the service divisions; meter operations, billing and

customer service.

Served as an advisor to and collaborated with senior leadership to align customer engagement initiatives and

strategies across all functional areas interacting with customers.

Named Minority Business Person of the Year by the Lakeland Business Journal for transforming the customer

service operations for the City.

Nov 1999 – Jul 2002 Celotex Manufacturing

North America Customer Service Director Tampa, Florida

Nov 1989 – Nov 1999 USAA Insurance

Policy Service Manager, Customer Service Operations Tampa, Florida

EDUCATION, AFFILIATIONS & CONTINUING DEVELOPMENT

Florida State University, Tallahassee, Florida

Bachelor of Science - Finance Saint Leo University, Tampa, Florida

Masters of Business Administration

University of North Carolina, Chapel Hill, North Carolina Certification in Strategic and Innovation Leadership