SUSAN STRATTON
Bloomington,IL
Summary
Results-oriented manager and customer service professional with experience building high-performing teams, recruiting, hiring talent, and training employees. Skilled in developing staff, supporting daily operations, and creating positive customer experiences. Known for strong leadership, communication, and problem-solving abilities.
Overview
27
27
years of professional experience
Work History
RETENTION 2 REPRESENTATIVE
STATE FARM INSURANCE
BLOOMINGTON, IL
10.2023 - Current
- Built strong relationships with policyholders to understand their needs and address customer issues.
- Strive for first line resolution for policy holders.
- Helped retain customers by explaining coverage options, reviewing policies, and identifying solutions tailored to their needs.
- Responded to questions and resolved service issues with professionalism, empathy, and attention to detail.
- Documented customer interactions accurately and followed company procedures and compliance requirements.
- Collaborated with team members to meet retention, service, and performance goals.
Store Manager
Starbucks
Normal, IL
09.2009 - 04.2022
- Responsible for day-to-day operations of running a profitable cafe/drive thru location.
- Monthly profit and loss analysis.
- Ordered inventory based on sales data, social media trends, and community happenings.
- Upheld the Starbuck's mission and values with a focus on the culture of the store.
- Recruited and hired a diverse staff who brought the mission and values to life.
- Created succession plans for all partners on staff.
- Used company tools and resources to ensure systems were in place.
- Held team accountable for driving results and keeping waste minimal.
- Created a culture of recognition, motivation, and collaboration.
Store Manager
DSW
Peoria, IL
01.2013 - 09.2017
- Analyzed sales reports to maximize business results.
- Developed and implemented strategic plans to exceed KPI goals.
- Facilitated exceptional customer experiences through MOD performance.
- Consistent coaching for improved results.
- Fostered teamwork and collaboration to exceed sales plans.
- Ensured store appearance and visual standards were consistent with brand image.
- Recruited, hired, and trained leaders and sales associates who modeled the company values.
- Created an atmosphere of recognition and motivation.
General Manager
Gap
Bloomington, IL
01.2000 - 09.2012
- Analyzed business reports to ensure maximum gross margin profits.
- Recruited, hired, and trained a diverse workforce.
- Created hiring plans to ensure adequate work station coverage.
- Implemented action plans to improve store sales and service standards.
- Created development plans for direct reports and core staff members.
- Acted as a store liaison to business partners, corporate support specialists, and vendors.
- Ensured visual standards were met and maintained.
- Responsible for employee dispute resolution and escalated customer situations.
Education
Bachelor of Science - Clothing and Textiles Studies
Southern Illinois University Carbondale
Carbondale, ILSkills
- Effective interpersonal communication
- Human resources management
- Customer Service
- Strategic analysis
- Business Acumen
- Leading and Motivating Others
- Prioritization and scheduling
- Effective problem-solving
Timeline
RETENTION 2 REPRESENTATIVE
STATE FARM INSURANCE
10.2023 - Current
Store Manager
DSW
01.2013 - 09.2017
Store Manager
Starbucks
09.2009 - 04.2022
General Manager
Gap
01.2000 - 09.2012
Bachelor of Science - Clothing and Textiles Studies
Southern Illinois University Carbondale