Rosetta C. Lue

Rosetta Carrington Lue is the City of Philadelphia’s first Chief Customer Service Officer and the Deputy Managing Director. Mayor Michael Nutter appointed Lue as Deputy Managing Director under Managing Director, Richard Negrin in 2008. In 2011, she was appointed Chief Customer Service Officer. Lue also serves as the Director of the Philly311 Contact Center.
As the Chief Customer Service Officer, Lue has launched several programs in alignment with Mayor Michael Nutter’s Strategic Plan. She is responsible for the implementation of the Philly311 Contact Center, the Customer Service Leadership Academy, the Citizens Engagement Academy, the Philly311 Mobile App , and the Neighborhood Liaison Program . Lue also oversees the City’s Customer Service Officer program for the Managing Director’s key infrastructure departments, including the Office of Innovation and Technology, the Office of Human Resources, Procurement, Records, Public Property, and Fleet Management. Lue has worked closely with these departments to develop a culture of customer service and high performance throughout the organization
Early Life and Education
St. Croix, U.S. Virgin Islands, is Rosetta Carrington Lue’s birthplace. She graduated with a bachelor’s in Finance/Accounting from Florida State University and later pursued an MBA from Saint Leo University. Lue holds a Bachelor of Science in Finance from Florida State University and a Masters of Business Management from Saint Leo University. She also completed the Leadership Development Program at the University of Virginia.
Citizens Engagement Initiatives
She serves as the Deputy Managing Director under the city of Philadelphia’s Managing Director, Richard Negrin. Through this role, Lue is responsible for managing the implementation of the Customer Service Support Plan for the City of Philadelphia
Lue implemented the Customer Service Leadership Academy in the city of Philadelphia. The mission of the academy is to provide employees with the training, tools, and resources to excel in their customer service efforts.
The leadership academy offers customer service training to the employees of the city.
The Citizens Engagement Academy was put together by Philly311 team, under the direction of Lue, in conjunction with Phillyrising. The goal of the citizens engagement academy is to “improve citizens understanding of the workings of various city departments and agencies and to encourage their involvement in the community to help sustain a quality of life for present and future generation” (PhillyMDO).
Lue and her team have also developed the 311 mobile application. This application allows for constituents to place service requests from their smart phone. It gives citizens access to city hall at any time of day or night
Additionally, Lue and her team have created the 311 Neighborhood Liaison program. Lue and her team have orchestrated this program to put community based leaders at the forefront of bettering service to their communities. Neighborhood liaisons are acting as agents from their own homes, offices, churches, and jobs, in an effort to better assist 311’s presence in their community. Neighborhood Liaisons go through a similar training to the 311 agents to ensure familiarity with 311 software and programs.
Under Lue's direction, the city of Philadelphia has received the PTI Award three times.
Early Career
BPB/Certainteed Manufacturing
(1999-2002)
Lue served as the North American Director of Service Operations for BB/Certainteed Manufacturing. In this role, Lue oversaw and implemented new policies to ensure world-class inbound/outbound customer service and sales order processing centers.
City of Lakeland - Lakeland Electric
(2002-2006)
In 2002, Lue became the Assistant General Manager for Customer Service Utilities of
Lakewood Electric. During these four years, Lue was responsible for the municipal call center, walk-in satellite offices, billing and collection, marketing, and field services.
Tatum Manufacturing
(2006-2007)
Lue was the Vice President of Contact Center and Marketing for Tatum Manufacturing. Lue
oversaw and managed all 24/7 international help desk operations, sales and marketing, the consumer order fulfillment department, training, quality assurance, and national field services.
TGS Telemanagement Group Services
(2007-2008)
Lue served as the Vice President of Client Services at TGS Telemanagement Group Services
In this role, Lue directed the delivery of CRM, contact center solutions, workforce planning, customer satisfaction surveys, quality assurance/control programs, as well as marketing and revenue enhancement

Board Memberships and Affiliations
Lakeland Rotary Club
Florida Municipal Electric Association
United Way Volunteer
National MBA Association - Philadelphia Chapter
References

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