Rosetta carrington lue executive bio

1. R O S E T T A C A R R I N G T O N L U E
E X E C U T I V E B I O G R A P H Y
Washington, DC •rosettalue@gmail.com
www.rosettalue.com LinkedIn: https://www.linkedin.com/in/rosettalue/ @rosettalue
Senior Contact Center Transformation Advisor & White House Presidential Executive Fellow
Veterans Experience Office, Office of Veterans Affairs
Based on her insight and expertise developed from her impressive leadership background in
contact center engagement and organizational transformation across private, utilities, financial,
and government sectors, Rosetta Carrington Lue joined the Department of Veterans Affairs
Veterans Experience Office as its Senior Contact Center Advisor & White House Presidential
Executive Fellow during an unprecedented period of turmoil and controversy with VA's relations
with the Veterans it serves. Despite those circumstances, Ms. Lue has been a key player in
turning around the VA's enterprise contact centers, which is comprised of 1,800 customer
service centers, processing 140 million calls annually for 9 millions Veterans.
Due to her phenomenal success in her first employment year at VA, Ms. Lue was named a 2017
Federal Computer Weekly (FCW) Federal 100 Executive in federal government, for the launch of
the myVA311 24/7 national single access Tier 1 platform. The myVA311 Tier 1 contact center
will centralize and consolidate over 1,000 toll-free numbers and improve the Veterans’
experience for VA services and information.
Based on her achievements, VA Secretary, Dr. David Shulkin, recently selected her as the Co-
Executive Director to launch President Trump's 24/7 Veterans' Complaint Hotline and is leading
an enterprise project team that identified over $2B in cost savings over 5 years and will
implement a strategic plan to consolidate and optimize the VA Contact Centers.
Before Rosetta’s role at VA, Rosetta was the City of Philadelphia’s first Chief Customer Service
Officer and was appointed by Mayor Michael A. Nutter as Deputy Managing Director to lead the
launch of the Philly311 contact center – one call to City Hall – serving 1.5 million residents,
businesses, and visitors to call for City services and general information. Under her leadership,
Philly311 was named a finalist for the prestigious 2015 United Nations Public Service Award -
"Innovating Public Service Delivery" international award.
She is a founding member of the national 311 Executive Council. The national Council was
formed to set the customer service standards, drive technology policies, and educate and
improve awareness of best practice government strategies to improve service delivery, reduce
costs and improve operational efficiencies.
Rosetta has been cited in numerous publications, including Customer Experience 3.0 and Future
of Digital Services - 5 Trends Transforming Government. She also co-authored a book with
International City/County Management titled “Creating a Welcoming and Connected City: The
Philadelphia Story”.