Rosie Mucklo

Senior Associate

Rosie Mucklo has been in the Training and Development space for nearly two decades. Prior to joining, The Service Profit Chain Institute, Rosie developed her diverse skill set throughout her career working for The Forum Corporation; a Mid-sized consulting firm that provides professional development and training for Fortune 500 companies. During her time at Forum, Rosie  worked in nearly every part of the organization.  In her most recent role as SVP of Operations and Strategic Projects, and a member of the executive team, she made business critical decisions and had P&L responsibilities.  In this capacity she managed Forum’s global network of distributors and its internal operational functions, including Finance and IT.  Rosie also led large mission critical initiatives, including one focused on digitizing Forum’s Intellectual Property, like its library of training content, so it can be delivered in a variety of platforms beyond the classroom.  She has also developed partnerships and new distribution channels for Forum, including mid-sized markets and international content distributors.

Previous Forum positions cover a wide range of responsibilities from consulting to program leadership and from delivery to sales. Consulting and program leadership positions include VP of Methodology Consulting, Capability Development Senior Consultant, Research Consultant, and Product Manager for online content.  . On the Delivery side of the business Rosie served as Global Project Leader, where she led and managed projects for Lehman Brothers, Deloitte, Citibank, Coca-Cola, ExxonMobil, UNICEF, Merck, and other clients.  She is especially successful in managing global intensive distance learning programs. Rosie is certified to teach Forum’s Achieving Service Excellence, Coaching in Context, Consultative Skills, Collaboration Skills, Dynamic Selling, Leading Across Boundaries, Leading Change, Leading Through Transitions, Leading an Effective Sales Force, Presentation Skills, and Strategic Prospecting programs.

Prior to joining Forum, Rosie worked as assistant director of Student Life at Loyola University in Maryland, and at West Virginia University. In that role she was responsible for managing housing facilities, directing student staff, coaching and counseling students.  She also established programs to help students develop and gain practical life skills and experiences.

Rosie earned a B.A. in History and English from Loyola University of Chicago and an M.A. in Higher Education from West Virginia University.  Winner of six Forum Excellence Awards, including Manager of the Year in 2009 and a Chairman’s Award for her work on Forum’s Deloitte faculty, she has also contributed to the company’s sales force effectiveness research and published many white papers and articles.  Member ASTD (The American Society for Training and Development) and PMI (the Project Management Institute).

Free Tools and Assessments

This web-based self-assessment is based on a sub-set of the Best Practices of leading Service Profit Chain companies. Assessment results will be produced immediately upon completion. MORE


A powerful, research-based system that dramatically improves customer satisfaction and loyalty. Learn strategy, management practices and customer service tactics to out-perform your competitors. MORE


Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners"
of your business. MORE


Discover how organizational culture evolves, how it can be shaped and sustained, how it fosters innovation, promotes survival in tough times and influences the success of global strategies. MORE