As the Chief Customer Experience Officer for the Commonwealth of Pennsylvania's Department of Environmental Protection (DEP), Rosetta Carrington Lue is at the forefront of a transformative initiative aimed at modernizing the agency's approach to customer service. Appointed by the Secretary of the DEP, she is...
As the Chief Customer Experience Officer for the Commonwealth of Pennsylvania's Department of Environmental Protection (DEP), Rosetta Carrington Lue is at the forefront of a transformative initiative aimed at modernizing the agency's approach to customer service. Appointed by the Secretary of the DEP, she is the first to hold this pivotal role, underscoring the Commonwealth's commitment to enhancing customer engagement and satisfaction. With a robust background in government operations and customer experience management, Rosetta is leveraging her expertise to implement innovative digital technologies that streamline processes and improve accessibility for Pennsylvania residents.
Under her leadership, key projects have been launched to foster a more customer-centric culture within the DEP. This includes the development of a comprehensive Customer Relationship Management (CRM) system designed to enhance communication and responsiveness to citizen inquiries and concerns. By prioritizing employee relations and coaching, Rosetta is also cultivating a workforce that is not only skilled but also deeply invested in delivering exceptional service. Her strategic vision encompasses business planning and organizational development initiatives that align with the DEP's mission to protect the environment while ensuring that residents feel valued and heard.
Rosetta's public speaking engagements and thought leadership in the realm of customer experience further amplify her influence, as she shares insights on best practices and innovative strategies with peers across the industry. Her commitment to driving impactful change is evident in every aspect of her work, making her a key figure in the evolution of customer service within government operations in Pennsylvania.
