Potomac Forum The Forum of Choice for Government & Industry Training Since 1982

The Forum of Choice for Government & Industry Training Since 1982

Erica M. Roberts

Training Director, Customer Experience Expert,

and Employee Engagement Strategist

Former Director of Customer Service and Customer Service  Program  

Department of Labor (DOL)

Erica Roberts brings over 15 years of executive and professional leadership experience within Federal government agencies and non-profit organizations. As a Training Director, Customer Experience Expert, and Employee Engagement Strategist, she has partnered with Federal government agencies, industry associations, and workforce professionals to design and deliver customized organizational development solutions to deliver tangible results to clients.


A seasoned executive with more than a decade of experience, Erica has worked with senior leadership teams, mid-level managers and individuals to achieve maximum performance. She has delivered measurable value by engaging employees to transform culture and practices within organizations. From 2013 to 2018, Erica served as the Director of Customer Service and Customer Service Office Program Manager for the U.S. Department of Labor (DOL). In that capacity, she led, coordinated, and monitored customer service initiatives that cut across all organizational lines at DOL, including those related to performance management, planning and evaluation, technology integration, training and change management.


Ms. Roberts is recognized for driving process improvement across government agencies. Ms. Roberts has also reengineered and designed model training programs across several Federal agencies and delivered hundreds of synchronous and asynchronous courses to benefit new executives and managers, enforcement personnel, and clerical employees. An experienced training professional, nonprofit Executive Director, and career coach, Erica tailors service offerings to align with her customers’ learning and communications styles. Previously, Ms. Roberts served as Training Director for the DOL’s Wage and Hour Division where she transformed an enforcement agency into a continuous learning organization and met the training needs of nearly 1,900 employees. Among many notable accomplishments over four years in that role, Ms. Roberts developed and facilitated the agency’s two-week New Manager Training course for transitioning first-line supervisors, reengineered the agency’s flagship Investigator courses, and developed innovative on-demand training resources for all employees. Ms. Roberts has shared her knowledge with new managers as Supervisory Development course instructor for the U.S. Office of Personnel Management (OPM).


Erica earned a Master of Business Administration and a Bachelor of Science in Management from Florida A & M University. She completed a Senior Executive Service Candidate Development Program and was approved by OPM for appointment to Senior Executive Service in 2018. Erica is a certified Project Management Professional and Certified Professional and Executive coach. Erica is also a member of the National Black MBA Association (President), African-American Federal Executive Association, and Project Management Institute.

  • © 2020 Potomac Forum Ltd. All Rights Reserved
    Copyright also covers all workshop agendas and descriptions