Louise Smith
Cheltenham,Gloucestershire
Summary
I am a driven Training & Development Manager and Store Manager with extensive experience creating, designing and delivering impactful learning programs.
These include in person and online workshops, induction work books, and other company specific materials for entry level trainees and above. I am an excellent coach and am known for creating inclusive learning environments for multiple and diverse learning needs. I have a people-first approach that drives engagement, retention, and performance. The training programmes I have contributed to and created have enhanced employee performance and engagement. Proficient in using and understanding technology to streamline training processes and boost productivity.
Overview
24
24
years of professional experience
Work History
Training Manager / Store Manager
Safestore
Cheltenham
03.2007 - Current
- Lead training initiatives across multiple regions and sites, enhancing employee engagement and performance.
- Set and monitor KPIs to drive sales performance, exceed targets and create team accountability.
- Deliver personalised coaching and mentoring to support career development and achieve personal and sales goals.
- Partner with HR and L&D teams to align training with company goals.
- Manage complaints and escalations with professionalism and empathy.
- Conduct performance reviews and identify growth opportunities.
- Promote a safe, inclusive, and respectful workplace culture.
- Inspire and motivate teams through goal setting and recognition.
Store Manager
Caffè Nero
Radlett, Hertfordshire
01.2004 - 01.2007
- Managed daily operations, staff development, and customer service excellence.
- Led team training and performance reviews to improve service standards.
Store Manager
Unwins Off License
01.2002 - 01.2004
- Took over store management post-graduation, overseeing operations and team leadership.
Education
BA (Hons) - English Literature
University of Hertfordshire
A-Levels - English Literature, Psychology, Theatre Studies
GCSEs - 9 subjects, Grades A–C
Skills
- Training Program Design & Delivery
- Conducting Training Needs Analysis
- Employee Onboarding & Induction
- Performance Management & Coaching
- Workshop Facilitation
- Stakeholder Collaboration
- Neurodiversity-Inclusive Learning
- KPI Monitoring & Sales Enablement
- Conflict Resolution & Team Motivation
- Cross-Regional Training Coordination
- Communication & Relationship Building
- Employee training
- Team building
- Training evaluation
- Performance assessment
- KPI monitoring
- Compliance management
- Operational efficiency
- Training coordination
- Sales leadership development
- New employee training
- Training programme design
- Learning and development interventions
- Microsoft suite proficient
Accomplishments
- Created, developed and implemented a 12-week induction program for new trainees, integrating ethical standards and future-proof content.
- Redesigned a two-day training course with interactive, inclusive elements to suit diverse learning styles.
- Contributed to the rollout of a new company-wide sales process resulting in a direct improvement in sales consistency and performance.
Timeline
Training Manager / Store Manager
Safestore
03.2007 - Current
Store Manager
Caffè Nero
01.2004 - 01.2007
Store Manager
Unwins Off License
01.2002 - 01.2004
BA (Hons) - English Literature
University of Hertfordshire