rosetta carrington lue_executive_career journey

R O S E T T A C A R R I N G T O N L U E Washington, DC •[email protected]

PROFESSIONAL OVERVIEW

Visionaryleaderandinnovativecontactcenteroperationsexecutivewhocreatesroadmapstosuccesswithmorethan15years'experienceworkingwithdiversecustomer-focusedorganizations;private,healthcare,financial,governmentsectors(includesmunicipalutilityoperations)startupstocomplexenterprises.Experiencedanddistinguishedexecutiveaccomplishedinincreasingorganizationalproductivity,reducingstaffturnoveranddiscoveringcost-savingsolutionstocontactcenteroperationalproblems.Proventrackrecordasaglobalprogramandprojectmanager,localandfederalgovernmentcentralized3-1-1contactcenteroperations,leadingteamsfacingchallengingbusinesssituationstodeliveron-time&on-budgetoutcomesthatexceedcustomerexpectations.Solidreputationforquicklyanalyzingthecurrentsituation,envisioningthefuture,establishingclearobjectives,andrenderingsuccessfulresults.Collaborativeleaderwhobuildsstronghighperformanceworkteamsbyembracingdiversityofthoughtleadingtoexceptionaloutcomes.

CORE COMPETENCIES

ChangeManagement&CommunicationsTransformation;Vision&StrategicExecution;Human-centeredDesignApproachtoSolveProblems;ContractNegotiationsandAdherence;SocialMediaandNon-traditionalEngagementEnthusiast;OperationsBudgetingandFinancialManagement;ProjectManagementExecution;ServiceQualityImprovement;BusinessProcessImprovement;WorkforceStaffPlanning&Forecasting;AdvancedContactCenterTechnologyImplementation;PerformanceManagement;PoliciesandProcedures

PROFESSIONAL EXPERIENCE

November2015–Present DepartmentofVeteransAffairsSeniorAdvisor&WhiteHousePresidentialExecutiveFellow Washington,DC

TheUnitedStatesDepartmentofVeteransAffairsisagovernment-runmilitaryVeteranbenefitandhealthcaresystemwithCabinet-levelstatusandabudgetof$74.8Bemployingapproximately312,000employees.Responsibleforcreatingtheenterprisecontactcenterstrategies,governance,andframeworktoimprovetheVeterans,theirFamilies,CaregiversandSurvivorsexperiencewheninteractingwithanyofthe1,800contactcenters.TheVAnationalcontactcentersmanage140millioncalls,serviceover9millionVeteransannuallyand9,000contactcenterfrontlineemployees.

• AppointedbyVeteransAffairs(VA)Secretaryin2016toleadoneof12Administrationtransformationalinitiatives-standupasingleTier1contactcenteroperationstoreduceover1,000Veterans'customerservicenumbers(myVA311).Phase1waslaunchedwithin9monthsversus2.5yearspriortooverseeingtheproject.

• Usingthehuman-centereddesignapproachcreatedanationalcontactcenterblue-skydesignthatresultedinaVAnationalcallcenteroperationsreducingblockedcallratesfrom59%tolessthan1%.

• ImplementedVA’sfirstContactCenterOperationsHubtocollectperformancetelecomdataforapproximately900inboundcustomerservicenumbers,monitorandimprovenationalcontactcenterresultsagainstestablishedindustrystandards.

• Ledtheenterprisefunctionteamtodefinethestrategyandbusinessplanforconsolidatingnational1,800customerservicelocationswhichresultedin$2Binsavingsover5yearswhileincreasingVeterans'andEmployees'experienceresults.

• AppointedbyVASecretaryin2017asCo-ExecutiveDirectortodesignandlaunchthemulti-phasedimplementationofPresidentDonaldTrump’s24/7WhiteHouseVAVeterans’ComplaintHotline(soft-launchwentliveJune1,2017andfulloperationsgoes-liveonAugust15,2017).

R O S E T T A C A R R I N G T O N L U E – P A G E 2 Washington, DC • [email protected]

May2008–November2015 CityofPhiladelphiaDeputyManagingDirector&ChiefCustomerServiceOfficer Philadelphia,Pennsylvania

TheCityofPhiladelphiaisthenation’s5thlargestcitythatemploysapproximately30,000employeesandanannualbudgetof$4.4B.

AppointedbyMayorMichaelA.NuttertoimprovecustomerserviceandimplementtheCityofPhiladelphia’sStrategicGoal#5-Philadelphiagovernmentworksefficientlyandeffectively,withintegrityandresponsiveness-providingonecontactandfor1.5millionCityresidents,businesses,andvisitorsforCity/Municipalinformationandservices.

• LaunchedthenationallyrecognizedCityofPhiladelphia's3-1-1ContactCentertotransformcitizenengagementwithallserviceagenciesandusingdatadrivenevidencetoimproveCityservicesanddelivery.

• DesignedtraditionalandnontraditionaloperationsstrategiestoleveragetheCity'smultiaccesschannels24/7,includingWeb2.0andamobileappwithlanguagetranslationswithresidents,businessesandvisitors.

• DevelopedthestrategiesforthePhilly311operationswhichledtonationalandinternationalrecognitionstoincludefinalistfortheUnitedNations-InternationalPublicServiceInnovationcategory,BigVisionAwardforTechnology-CityPaper,Citizen-EngagedCommunityAwardfor5consecutiveyears-PublicInstituteofTechnology,BestSmallContactCenter-InternationalCity/CountyManagementAssociation,HuffingtonPostTop50SocialMediaPro,etc.

• CreatedandapprovedallCityofPhiladelphiadepartmentalcustomerresponseservicelevelagreements(SLAs)tocaptureperformancedataandmeasureactualresultsagainstestablishedperformancegoals.

• LedtheCity’ssuccessfulprojectimplementationenterpriseSalesforceCRMastheCo-ExecutiveSponsor.

Nov2007–May2008 TGSTele-Management,Inc. SeniorOperationsDirector,ClientSupport Tampa,FL

Innovativeandsolutionsbasedmid-sizenationalcallcentertechnologyconsultingcompanyheadquarteredinTampa,Florida.

Oversawmulti-siteprojectengagementteamsinthedeliveryofcustomertechnologysolutions.

• Leveraged complex predictive models to forecast product preference, response behavior, andusagepatternsofclients;createdmetricstotrackandmeasureeffectivenessofkeystrategies.

• Developedandexecutedcustomerrelationshipplanswhich ledto30%increase inrevenuesand15%increaseinclientele.

• Created the communication strategy and client relationship model to ensure the company’sengagementteamsweresuccessfulatbuildinglongtermrelationshipswhilemeetingoperationalobjectives.

• Designed, awarded and implemented customer engagement and experience state of the arttechnologysolutionsbasedonclients’businessrequirements.


Oct2006–Nov2007 TatumManufacturing VicePresidentTechnicalSupportandMarketing Tampa,FL

Aleaderininnovativespaandaccessorymanufacturingcompany

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.

• Increasedmonthlywarrantypartssalesby34%-40%bytransformingordertakingcultureintosophisticatedstrategicsellingorganization,whichdeliveredsignificantincreasesinprofitmargins.

• Developedandsuccessfullyoversawtheintegrationofthemanufacturingplant’sERPwithanewe-commercewebstrategyacrosstheenterprise.

Jul 2002 – Oct 2006 City of Lakeland Assistant General Manager, Lakeland Electric Customer Service Operations Lakeland, Florida Lakeland Electric is the 3rd largest municipal utility power company in the State of Florida.

Responsible for the customer service operations for the third largest public utility in the State of Florida including call center operations, billing, meter reading and revenue diversion; implementing break-through operational strategies for the organization to become a utility 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.

• Created the Lakeland Electric customer service recovery operations program to quickly identify and resolve customer expectations service gaps in a timely manner as measured by the customer satisfaction surveys.

• Named Minority Business Person of the Year by the Lakeland Business Journal for transforming the customer service operations for the City.


EDUCATION, AFFIL IATIONS & CONTINUING DEVELOPMENT

FloridaStateUniversity,Tallahassee,FloridaBachelorofScience-Finance

SaintLeoUniversity,Tampa,Florida

MasterofBusinessAdministration

UniversityofNorthCarolina,ChapelHill,NorthCarolinaCertificationinStrategicandInnovationLeadership

PUBLICATION

Co-authored a book with International City/County Management titled “Creating a Welcoming and Connected City: The Philadelphia Story”

Quoted by author John Goode in his book "Customer Experience 3.0

Wrote content for the “Future of Digital Services - 5 Trends Transforming Government" digital playbook

CAREER AWARDS AND HONOR

Awarded the 2017 FCW Federal 100 Executive Top 50 vCare Care Customer Influencers 2016 Twrtland Most Influential in Customer Service 2015 Named ICMI 2014 Top 50 Contact Center Thought Leaders Awarded 2014 Minority Executive Business Leader by the Philadelphia Business Journal Awarded 2014 National Next Generation Public Sector Finalist Named ICMI 2014 Top 50 Contact Center Thought Leaders Awarded 2013 Woman of Distinction and Influence by the Philadelphia Business Journal Named 2013 Top 100 Huffington Post Customer Service Pro

rosetta carrington lue_executive_career journey

Career