Anne Foard-Kruppa


Training & Development

Technical Applications & Training

Sales & Service Development & Training

Performance Management


I am a results driven manager with experience in building solutions and brand awareness, developing and delivering content, training and instruction for leadership, sales, service, technology and engagement; marketing and social media presence; fostering leadership, improving sales, service, performance and operations; managing projects; and forging relationships. My background synthesizes experience and skills gained in Fortune 100 companies in multiple settings: corporate, high volume call center, sales/service, retail, field operations and environments; and across diverse industries: K-12, scientific, outreach, insurance, world class hospitality, gaming and entertainment destinations.


AgencyPoint Trainer - Eastern Expansion

Farmers Insurance

October 2011 - November 2012

• Measure performance against standards to ensure program effectiveness. • Ensures a successful statewide sales force by providing motivational entrepreneurial, sales, marketing, customer service, systems and technical training, social media, and product (Auto, Fire, Life, Speciality, etc.) education to new and existing agents for the Eastern Expansion Market in New Jersey, in both face to face and field learning situations. • Responsible for coordination, implementation and results of training and program education as measured by sales results. • Establish continuous improvement systems that allow knowledge transfer and behavioral development to flourish and respond to a changing marketplace. Work collaboratively with sales managers on developmental progression of agents. • Social Media Manager for South New Jersey office and select agents. Laptop and dashboard configuration for agents.

Training & Development
Performance Improvement
Sales Leadership & Support
Casino Dealer

parx casino

January 2010 - August 2011

• Ensure an excellent customer service experience for all guests; deal assigned games in accordance with policies and procedures, collection and payments of bets, exchange currency for chips, and instruct guests on game rules and play. • Ensure game protection; maintain continuous inspection of cards or dice, ensure betting in compliance with game rules and limits. Protect the company assets at all times, protect against fraud, and verify bankroll fills and credits.

Customer Service
Asset Protection

Sylvan Learning

January 2009 - November 2009

• Manage operations, facility, academic programs, monitor students’ educational progress, motivate teachers and staff, manage records, handle relations with prospective and current students, parents and the community. • Oversee budget expenditures. Manage revenue and expenses, P & L, etc. • Conduct community relations and sales, schedule promotional work and track sales activities. Develop and manage sales and recruiting initiatives. Responsible for monitoring activities and program effectiveness. • Plan and direct development of programs and publications to maintain favorable public and stakeholder perceptions.

Manage Operations
Program Management
Market Area Trainer

Waste Management

June 2005 - July 2008

• Develop and implement training manuals, training programs, multimedia visual aids, e-learning, and other educational materials for representatives from the ground up for our regional market, from onboarding and orientation to call handling, consultative sale skill development, job skills, product knowledge, technology, systems, and leadership development. • Develop and implement scripting for consultative sales, customer service, incoming and outbound calls, and up-sell, to include large regional inbound call center monitoring and agent supervision to ensure performance, compliance and productivity. • Evaluate job performance and conformance to waste, DOT and environmental compliance regulations and recommend appropriate action. • Develop, implement and manage Knowledgebase. Team member for SAP implementation. Assist and support Change Management process.

Training & Development
Sales & Customer Engagement
Call Center Management

Thomas Corr Elementary Parent Teacher Association

June 2004 - July 2005

• Develop primary goals, operating plans, policies, and short and long range objectives. Direct and implement operations. • Direct and coordinate resources, personnel and activities to achieve revenue. Establish organizational structure and delegate authority to subordinates. Determined action plans to meet needs of stakeholders. • Represent our organization to schools, the financial community, government, stakeholders, and the public.

Manage Operations
Develop Resources

School District of Hillsborough County

June 1998 - June 2005

• Establish clear objectives for all lessons, units, and projects and communicate those objectives to students. Develop students’ learning potential. • Additional duties included: Assistant Principal Backup/Supervisory ad hoc; FUSE instruction; Extended Learning Program; Instructional Team Leadership; Technology in the Classroom; Learning Success for Adult and Secondary Learners; Physical Sciences; Integrated Science; Crisis Response Team; Site Safety Inspections; Environmental Studies. • Develop curriculum maps, facilitate and direct train the teacher workshops.

Curriculum Development
Administrative Leadership
Operations Specialist/Demonstrator

Museum of Science & Industry

January 1997 - June 1998

• Responsibilities included the teaching, presentation and performing of MOSI’s science education programs including outreach programs, on-site demonstrations, labs, and summer camps programming. • As an Operations Specialist, I was responsible for care, husbandry, teaching and presentations for the MOSI Butterfly Garden.

Outreach Education
Public Presenations
Computer Operations Specialist

University of South Florida

January 1995 - July 1998

• Oversee the daily performance of computer systems. • Respond to inquiries and requests for assistance with the organization's computer systems, accounts, PC's, and resources. Identify problems, troubleshoot, schedule and provides advice, resources and solutions to assist users. Coordinate with other IS/IT areas to resolve problems if necessary. • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities. • Develop training materials and procedures, and train users in the proper use of hardware or software. • Modify and customize commercial programs for internal needs.

Level II Technical Support
Technical Training
Auditor/Assistant Mgr.

Masters Inn

January 1995 - July 1998

• Responsible for all aspects of sales, guest relations, customer service and property management. Maintain the hotel's stature by inspecting guests' rooms, public access areas, and outside grounds for cleanliness and order; verifying the quality of food and beverage services; overseeing special events. • Develop hotel organizational strategies by contributing information, analysis, and recommendations to strategic thinking and direction; establishing functional objectives in line with organizational objectives. Promote the hotel by developing and implementing advertising and publicity programs. • Maintain customer confidence by personally responding to and resolving complaints; making charge adjustments or offering complimentary services. • Meet with clients to schedule and plan details of conventions, banquets, receptions and other functions.

Guest Relations
Research Assistant

University of South Florida

January 1994 - August 1995

• Collect, synthesize, analyze, manage, and report data. Analyze data to determine validity, quality, statistical and scientific significance, and to interpret correlations. Prepare charts or graphs from data samples, providing summary information on the relevance of the data. • Determine data collection methods to be employed in research projects and surveys. Conduct applied research. Design and direct studies to obtain technical information about planned projects. Demonstrate use of laboratory equipment, and enforce laboratory rules. • Provide assistance to faculty members or staff with laboratory and field research. Procure, schedule and allocate resources and materials needed for research. • Responsible for knowledge of OSHA, USDA, MSDS and other governmental safety and procedural best practices and regulations.

Faculty Support
Educator, Zoological Keeper

Busch Gardens Tampa Bay

August 1992 - November 1993

• Respond to questions from patrons, and provide information about animals, such as behavior, habitat, breeding habits, or facility activities. • Feed and water animals according to schedules and feeding and enrichment instructions. Clean, organize, and disinfect animal quarters such as pens, stables, cages, and yards, and animal equipment. Examine and observe animals to detect signs of illness, disease, or injury. Provide treatment to sick or injured animals, or contact veterinarians to secure treatment. • Collect and record animal information such as weight, size, physical condition, treatments received, medications given, and food intake. Plan, procure, allocate, unload, and store supplies.

Zoological Keeper
Educational Outreach
Data Collection

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Paid Vacation

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