Rosetta Carrington Lue Chief Customer Officer & Deputy Managing Director

City of Philadelphia

rosettalue@yahoo.com

Executive Summary Rosetta Carrington Lue was appointed by the City of Philadelphia Mayor Michael A. Nutter in May 2008 to serve as the Director of the Philly311 Contact Center, a multi-channel platform for citizens

to connect with the Philadelphia City government. Philly311 is a single access point to City

government that allows more Philadelphians to be served, resulting in higher customer

satisfaction.

She was promoted to the position of Chief Customer Service Officer by Deputy Mayor and Managing Director, Richard Negrin, Esq. in July 2011. In this capacity, Rosetta is responsible for the implementation and management of customer service initiatives across every department within the City of Philadelphia. Under Rosetta’s guidance Philly311 was named a finalist for the United Nation’s prestigious Public Service award, and continues to garner positive national and international attention for Philly311 and the City of Philadelphia. She was selected by the City’s Managing Director to head the implementation of the Philly311 Mobile App--which received City Paper’s 2012 Big Vision Award in the category of Government and Politics--and Philly311’s robust Salesforce customer relationship management (CRM) solution, which was successfully launch on time and within budget in December 2014. Based on her record of documented success, Rosetta’s customer experience management expertise and executive profile have been cited in numerous national publications, including Customer Experience 3.0 by John Goodman and Future of Digital Services - 5 Trends Transforming Government by GovLoop Magazine. She is co-authoring a book with International City/County Management (ICMA) titled “Creating a Welcoming and Connected City: The Philadelphia Story”. Rosetta has also received numerous esteemed awards, such as: Top 50 Contact Center Thought Leaders on Twitter by International Customer Management Institute; Top 100 Huffington Post Customer Service Pro (only public sector leader named); and Woman of Distinction & Influence and Minority Businessperson of the Year by the Philadelphia Business Journal. Prior to working for the City, Rosetta served as Assistant General Manager for the City of Lakeland, Florida, Vice President of Client Services for Telemanagement Group Services and Vice President of Contact Center and Marketing for Tatum Manufacturing, among other executive-level positions within the private and public sectors. Rosetta graduated with a B.S. in Finance and Accounting from Florida State University and earned an MBA from Saint Leo University. She also received an Executive Management Leadership Certification from the University of Virginia Darden Institute.

She is currently on the Board of Directors for the American Heart Association Southeastern Pennsylvania and is an active member of the Philadelphia National MBA association.

Professional Chronology May 2008 – Present City of Philadelphia Managing Director’s Office

Chief Customer Service Officer/Deputy Managing Director

Direct all operations of the City of Philadelphia 311 Contact Center. Develop and implement plans to ensure continuous and sustainable improvements to customer service delivery and the customer experience. Oversee and innovate process and system improvements resulting in greater effectiveness. Provide leadership, vision, and development for the purpose of exceeding customer expectations.

Successfully launched the City of Philadelphia’s new 3-1-1 Contact Center within ninth month timeline.

Built consolidation call center plan to migrate multiple centers into a centralized Philly311 operations.

Designed traditional and nontraditional service operations strategies, including Web 2.0 to improve citizen interactions at an affordable price and to leverage multi access channels 24/7.

Created departmental service level agreements to help monitor performance results for customers and various stakeholders.

Developed knowledge transfer management strategy to ensure city-wide departmental information is captured in central database portal.

Developed the Managing Director’s Office’s social media working group

Established Customer Service Officer Program to drive citizen service delivery improvements.

Established Customer Service Leadership Academy to train internal customers

Created Philly311 TV

Implemented Philly311’s new CRM

Nov 2007 – May 2008 TGS Tele-Management, Inc. Tampa, FL

Senior Operations Director, Client Support

Led multi-site project engagement teams with the delivery of customer technology solutions,

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

Oct 2006 – Nov 2007 Tatum Manufacturing, Tampa, FL

Vice President Technical Support and Marketing A premiere North American manufacturer of private label spas, parts and accessories within the consumer goods industry.

Responsible for overseeing a newly start-up business to support 24/7 international sales, warranty support and marketing operations.

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.

Jul 2002 – Oct 2006 Lakeland Electric, Lakeland, FL

Assistant General Manager, Customer Service Operations Lakeland Electric is the third largest public utility in the State of Florida. As an industry outsider, I was brought in to develop and implement break-through operational strategies to position the utility as an industry leader in customer service. For my efforts in transforming the customer service operations, I was named a Minority Business Person of the Year by the Lakeland Business Journal.

Nov 1999 – Jul 2002 BPB Industries, Tampa, Florida

Customer Service Director, Building and Manufacturing BPB Industries (British Gypsum) are international manufacturers of gypsum plasters, plaster board and all modern systems used in the construction. I oversaw the North American call center operations.

Nov 1989 – Nov 1999 USAA Insurance, Tampa, Florida

Policy Services Manager, Customer Service Operations USAA is a Texas-based Fortune 500 diversified financial services group of companies which proudly serves millions of military members and their families.