Rosetta Carrington Lue is a senior contact center transformation advisor and White House Presidential Executive Fellow at the Veterans Experience Office of the Department of Veterans Affairs. She has extensive experience transforming contact centers across various sectors. At the VA, she has helped turn around their enterprise contact centers and launched initiatives like myVA311 to improve veterans' experiences. Due to her success, she was selected to co-executive direct the VA's 24/7 Veterans' Complaint Hotline and lead a project identifying over $2 billion in cost savings. Previously, she served as Philadelphia's first Chief Customer Service Officer and helped launch their Philly311 contact center program, which was nominated for an international award.