Heather Louden
Coral Springs,FL
Summary
Accomplished Experience in Retail Training with various teaching/coaching methods in adult learning. Effective customer service, problem solving abilities, sales, and proactively planning / implementing new product launch, selling & leadership trainings & tools. Ability to effectively train others to maximize team & store potential. Proven Leader that succeeds to Motivate & help set all employees up for success. Computer Proficiency: Microsoft Excel, Word, PowerPoint, & Outlook / Adobe & design programs. Interpersonal Skills: Organized, Creative, Reliable, Motivating and a Complex Situation Handler
Overview
14
14
years of professional experience
Work History
Wine Manager
Total Wine & More
2025.04 - Current
- Lead and supervise a team of 25 team members and 3 supervisors, driving strong sales performance and delivering a high standard of customer service
- Act as a key member of store leadership, supporting overall store operations beyond the wine department
- Partnered with other assistant managers to execute store-wide initiatives, promotions, and merchandising strategies
- Served as Manager-on-Duty, overseeing daily operations, staff performance, and customer experience across the entire store
- Ended 2025 # 3 in the region for Wine Sales through strategic merchandising, upselling, training, coaching and product placement
- Oversaw Human Resources functions including hiring, onboarding, training, coaching, scheduling and performance management of store associates
- Supervised concierge/customer service operations, ensuring exceptional guest experiences and efficient issue resolution
- Oversee all events and classes held in the tasting room.
- Managed inventory, ordering, and stock levels for a high-value and diverse product selection
- Trained and mentored employees across departments on sales techniques, product knowledge, and customer engagement
- Handled customer escalations and resolved complex issues to maintain satisfaction and loyalty
- Monitored key performance indicators (KPIs) and contributed to achieving overall store sales goals specifically NPS, Sales & UPT.
- Developed strong relationship with vendors to ensure strong performance.
- Maintained compliance with company policies, safety standards, and loss prevention procedures
Executive Team Leader- Specialty Sales
Target
2023.04 - 2025.04
- Managed a Team of 25+ Team members and one TL in 4 different departments ( Style, Beauty, Tech & Home)
- Promoted 3 team members to leadership positions
- Led the highest overall sales in the store amongst all 4 departments.
- Partnered with the other ETL's in the store to help support those departments.
- Improved overall team performance with regular coaching, mentoring, and employee development initiatives.
- Oversaw daily operations, ensuring adherence to regulatory requirements, organizational policies, and industry standards.
- Enhanced customer satisfaction with exceptional service delivery and timely issue resolution.
- Led cross-functional teams for streamlined communication and efficient project execution.
- Recruited and hired talented individuals bringing depth and experience to the organization.
- Mentored employees to help improve skills and enable team members to become peak performers on the job.
- Fostered a positive work environment by promoting collaboration, open communication and mutual respect among team members.
- Developed strong relationships with vendors.
- Delivered high quality results by setting clear expectations, providing resources and closely monitoring progress.
- Managed risk effectively through proactive identification of potential issues and implementation of mitigation strategies.
Executive Team Leader- Service & Engagement
Target
2022.09 - 2023.04
- Managed a team of two team leaders and 25+ team members.
- Improved overall team performance with regular coaching , mentoring and employee development initiatives.
- Oversaw daily operations, ensuring adherence to regulatory requirements, organizational policies, and industry standards.
- Enhanced customer satisfaction with exceptional service delivery and timely issue resolution.
- Quickly improved sales & metrics in the front of the store and helped bring the store to green overall.
- Achieved the highest metrics in the district for Q4.
U.S Trainer
Swatch Group U.S
2014.09 - 2022.09
- Travel to conduct various trainings & visits along the entire U.S (NY/NJ, Florida, Pennsylvania, Minnesota, Las Vegas, California, Texas, Hawaii) for retail stores & wholesale divisions
- Responsible for all of the training and development for 16 stores, 15 wholesale locations & corporate office
- Implemented all sales, product, brand history & leadership guidelines/content developed from HQ in Switzerland
- Helped develop selling & product knowledge content for all e-learning modules
- Managed on-boarding for all retail employees including corporate office to ensure effectiveness & help reduce overall turnover
- Support all of the stores; coaching, developing and influencing of business leaders to properly develop, train and grow their individual teams
- Partnered with all district managers to help support through visits, conference calls & weekly touch bases
- Partnered with all departments in the corporate office to collaborate on various company projects & initiatives
- Creates & designs various training content to support in areas including product launches, selling & leadership skills
- Help the store teams drive Key Performance Indicators and sales through coaching and training.
Store Manager
Swatch Group U.S
2013.11 - 2014.09
- Lead and Manage store team of 10 with efficiently hired staff to conduct sales performances and build recurring clientele
- Facilitate best practices of time management to execute administrative checklists for the store i.e
- Conducting payroll, store setup, scheduling of the team(s), and setting goal objectives
- Ensure customer service to SWATCH standard and provide a memorable customer experience
- Attend Store Manager corporate events around the United States
- Train and supervise new employees on POS, SWATCH selling procedure, and product use/repair
- Implement proper trainings and standards to achieve goal expectations
- Personal Highlight: Exceeded month after month by 10-15%
- Promoted 4 employees to higher positions within the store.
Store Manager
Swatch Group U.S
2012.06 - 2013.11
- Assisted store manager in total develop of staff and store including operations, HR, visuals, training, P&L, etc
- Accomplished being a successful sales driver leading my team to being #1 in the company
- Assisted retail corporate team in store openings.
Education
B.A. Business Administration -
Devry University
New Jersey2015-01
Certified Massage Therapist -
Baltimore School Of Massage
Baltimore, MD2006-01
High School Diploma -
East Lake High School
Tarpon Springs FL2006-01
Skills
- Customer service
- Team leadership
- Decision-making
- Staff training and development
- Team motivation
- Goal setting
- Task delegation
- Retail operations
- Conflict resolution
- Workload management
References
Upon request
Timeline
Wine Manager
Total Wine & More
2025.04 - Current
Executive Team Leader- Specialty Sales
Target
2023.04 - 2025.04
Executive Team Leader- Service & Engagement
Target
2022.09 - 2023.04
U.S Trainer
Swatch Group U.S
2014.09 - 2022.09
Store Manager
Swatch Group U.S
2013.11 - 2014.09
Store Manager
Swatch Group U.S
2012.06 - 2013.11
B.A. Business Administration -
Devry University
Certified Massage Therapist -
Baltimore School Of Massage
High School Diploma -
East Lake High School