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Rosetta Lue

Senior Consultant

With over 20 years of hands-on experience and developing strategies to achieve contact centers key performance indicator results, Rosetta has developed extensive experience in all aspects of Customer Experience delivery and specializes in public sector (City, State, and Federal government)  contact center transformation and modernization implementation strategies.

Before joining TRG Rosetta Lue was appointed as a  2015 White House Presidential Executive Fellow and worked as a Senior Executive Service (SES) as a Senior Contact Center Advisor as to the Department of Veterans Affairs. She was responsible for leading the efforts to modernize and transform the VA enterprise contact centers to improve the Veterans’ experience targeting 1,800 contact centers  processing 140M annual calls from 9M Veterans, their Families, Survivors, and Caregivers.

In addition to her contact center modernization efforts, Rosetta was selected by the VA Secretary to lead the project implementation team which successfully launched the U.S. President’s 24/7 White House Veteran Administration Hotline Contact Center Operations to track and monitor escalated Veterans complaints.

Prior to relocating to Washington, DC, Rosetta was appointed Chief Customer Service Officer for 5th largest city in the U.S., Philadelphia, Pennsylvania and  launched the internationally renowned and multi-awarded Philly311 Contact Center Operations.  Under Rosetta’s leadership, Philly311 was a finalist for the international United Nations award for Public Service Innovation.

Rosetta is a highly sought after customer experience management thought leader and speaker.  She  is a widely acclaimed contact center innovator specializing in interdisciplinary expertise among the areas of culture change, knowledge management, performance management, employee engagement, human centered design principles, technology acquisition and implementation, journey mapping, process improvement, customer service recovery, community engagement, change management, training, data curation, business analytics, dashboards, and emerging technologies including artificial intelligence (AI).

 

Rosetta was born and raised in Christiansted, St. Croix, USVI and has completed her Bachelor’s Degree in Finance and her Master of Administration (MBA) with a concentration in Operations. She recently completed a certification on Strategy Planning and Leadership from UNC Kenan-Flagler Business School, Chapel Hill, North Carolina.

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