Andrea Roebker
Strategy & Operations Leader | Turning Vision into Scalable Execution, Driving Growth through Customer Experience, Communication & Organizational Alignment
- Role
- Director at U.S. Small Business Administration
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Andrea Roebker
I’m a strategic executive with a career spanning public and private sectors, known for translating complex strategy into customer-centered action. With leadership experience at two federal agencies and 15+ years in industry and consulting, I’ve driven enterprise initiatives that improved satisfaction, streamlined operations and strengthened trust across millions of customer interactions. I specialize in embedding customer experience principles into business strategy and aligning operations, communications and service design to deliver measurable performance and organizational resilience. I’m passionate about helping organizations turn experience into a strategic advantage.
Experience
Director
U.S. Small Business Administration
Feb 2023 — Present · US
Advise and counsel on matters relating to customer experience in support of SBA’s focused CX initiative, service design integration, and team member upskilling to increase CX maturity. Drive organizational strategy by serving as a change agent, engaging multidisciplinary teams and advocating for improvements and adoption of customer-focused efforts.Lead internal and external communication efforts for SBA’s CX initiative and respective MySBA digital products designed in collaboration with those who use them.Conduct research, analyze feedback and communicate insights, trends and actionable recommendations to drive decision making for enhancing the SBA customer experience.Guide the federal government’s and SBA’s CX communities of practice.
Education
Ohio University
Bachelor of Science
Ohio University
Certificate
Public Relations Society of America
Certificate
Purdue University Global
Master of Business Administration - MBA
Skills
- Issues Managment
- Press Releases
- Strategic Communications
- Community Outreach
- Copywriting
- Strategic Planning
- Public Affairs
- Marketing
- Newsletters
- Event Management
- Crisis Communications
- Publicity
- Marketing Communications
- Corporate Communications
- Ap Style
- Community Relations
- Editing
- Public Relations
- Internal Communications
- Media Relations
- Social Media
- Strategy
- Messaging
- Event Planning
- Leadership
- Advertising
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