Her Story
About Chanel
Chanel Suran is a Customer Communications Manager at www.saatva.com, where she has spent the past seven years driving improvements in customer experience, communication standards, and operational efficiency. With more than 22 years of experience in retail and customer service leadership, Chanel began her career in traditional retail roles and steadily advanced through large-scale retail operations, moving from department-level positions to assistant store manager and ultimately store manager at Sears Holdings Corporation. After building extensive experience in frontline leadership, Chanel transitioned into a corporate support role focused on customer communications and quality assurance. In her current position, she oversees communication standards, manages Zendesk operations, supports AI implementation within customer experience platforms, identifies opportunities to improve employee processes, and develops programs that enhance communication quality across remote and retail locations. She also leads business writing trainings for new employees, assists with fraud-related cases, and serves as a trusted resource for both senior leadership and customer experience teams. Beyond her professional responsibilities, Chanel is passionate about supporting the growth and development of women in the workplace. She holds a leadership role within her company’s Women’s Employee Resource Group, where she helps create opportunities for connection, mentorship, and professional development. Her career reflects a commitment to continuous improvement, effective communication, and empowering others to succeed.
Her Interview
Ten minutes with Chanel
01What do you attribute your success to?
I attribute my success to my willingness to start at the ground level, work hard, and continue growing through every opportunity. I began my career in retail at a young age and built my way up through various roles, learning valuable lessons at each step along the way. The experience I gained from each position helped me develop the leadership skills, knowledge, and resilience that allowed me to continue advancing throughout my career.
02What’s the best career advice you’ve ever received?
The best career advice I have received is to embrace making mistakes. You often learn more from your challenges and failures than from your successes. Mistakes are opportunities for growth, and being open to learning from them allows you to continue improving, developing new skills, and becoming a stronger professional.
03What advice would you give to young women entering your industry?
My advice to young women entering this industry is to remember that your journey is uniquely your own. There is no need to compare yourself to others or measure your success by someone else’s timeline. Focus on mastering your craft, continuously developing your skills, and finding genuine joy in the work you do. Passion, dedication, and a commitment to growth will be among the strongest forces driving your success.
04What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges and opportunities in my field right now is the rapid growth of artificial intelligence. It can feel overwhelming to keep pace with every new AI trend and innovation. However, I believe the greatest opportunity comes from approaching AI thoughtfully rather than rushing to adopt every new tool. By taking the time to understand its capabilities, designing solutions intentionally, and learning how to communicate effectively with AI, businesses can achieve greater accuracy, efficiency, and impact. I view the relationship with AI much like any human relationship—it requires patience, understanding, and time spent learning how to work together effectively.
05What values are most important to you in your work and personal life?
Whether in my professional journey or personal life, embracing joy and continuously pushing my limits are what truly matter most. Cultivating daily joy fuels a positive mindset, while stepping beyond your comfort zone is the quickest path to meaningful growth.
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