Tag Archives: Focus group

  1. Customer Service Officer’s Program Update: Change Management

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    July 10, 2013 by Rosetta Carrington Lue

    Earlier this week, the City’s Customer Service Officers met with the Chief Customer Service Officer (me) and Managing Director Rich …
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Rosetta Carrington Lue

Rosetta Carrington Lue

Chief Customer Service Officer & 311 Contact Center Director

I currently serves as the Chief Customer Service Officer and 311 Contact Center Operations Director for the City of Philadelphia. I was recently selected as the City's CRM Project Executive to oversee the implementation of the platform which will serve 28,000 employees and 1.5 million residents.

Since joining the City, I have enjoyed creating key customer engagement strategies such as the Customer Service Leadership Academy, an in-house training program for city employees, the Neighborhood Liaison Program, a community empowerment program within Philly311 and the Citizens Engagement Academy, a program to teach and encourage citizens to become civically active, and Customer Service Officers program, which trains and advises senior management staff on strategies to achieve customer services goals and performance objectives, in addition to social media initiatives to improve engagement between government and its customers.

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