Hi! My name is Dustin Drorbaugh, and I reside in Portland, Oregon, with my wife of 16 years, Kayla, and our five children.
I am a full-time Sales and Care Trainer for Comcast Cable Corporation, where I facilitate instructor-led and virtual learning for new and incumbent employees. I am one of the first leaders new employees interact with when joining the sales organization. I take pride in co-creating an impactful onboarding journey that builds a solid foundation for new employees to start a successful career at Comcast. I am currently pursuing a Bachelor of Arts focused on Instructional Design at Ashford University.
When I am not working, attending college, or spending time with my family, I am also an experienced Web Designer who has built websites for various businesses and entertainment personalities. Twenty-four years ago, I created the most extensive website about Paula Abdul, which became her official fansite. That project caught the attention of prominent industry names, including MTV Networks, Cosmo Girl, Hollywood Squares, and many more, which led to meeting songwriter/singer Stacey Piersa and her partner, the legendary songwriter/producer Elliot Wolff. I have always been fascinated with the behind-the-scenes aspects of the film and music industries and am interested in pursuing various related opportunities.
In my free time, I enjoy listening to music, reading about the music industry, watching movies, traveling, and visiting the Oregon Coast. I am a lifelong fan of Jim Henson's Muppets characters and the multi-talented singer/dancer Paula Abdul. I spent my youth admiring the talents of Paula Abdul and the late Jim Henson, determined to one day meet and work with my childhood "idols ." I have met several people associated with Paula Abdul's success, including Paula, Elliot Wolff, producer, and songwriter Oliver Leiber, and singer/actress Monalisa Young to name a few. I also enjoy collecting animation cels used in actual television productions. My favorites include over dozen production cels from Paula Abdul’s “Opposites Attract” music video.
As a Sr. Sales and Care Trainer, I am responsible for facilitating dynamic, impactful learning experiences for assigned business lines, topics, and levels in-classroom and work remote virtual formats with differing levels of complexity aligned to desired goals, strategies, and outcomes ranging from new hire training to more complex delivery, development, and consultation across the Comcast enterprise.
I serve as a catalyst for learning by understanding the learner's needs, creating the right environment for learning, building rapport with my participants, encouraging diversity, equity, and inclusion of all perspectives in the classroom, and using the appropriate delivery options and media to make learning engaging, practical, relevant, and applicable. As a change agent, I employ ADKAR methodologies to encourage a growth mindset amongst learners and peers where appropriate.
My delivery aligns with desired learning or behavioral outcomes. I also support learning evaluation and measurement of programs and implement improvements as needed. I leverage learner feedback and survey data to improve the learner experience and increase ROI. I am also skilled at coordinating session logistics associated with planning learning events such as roster management, monitoring training rooms, use of appropriate technology, and communication with participants and stakeholders.
I am self-motivated, results-driven, and enjoy working in a fast-paced environment. As a lifelong learner, I enjoy tackling challenging projects. When I am not facilitating a class, I take the initiative to volunteer outside my role with a focus on instructional design and delivery that positively impacts the learner and drives business results. I have collaborated on multimedia authoring, needs analysis, design, and development of learning solutions and offered learning or performance solutions recommendations. I am a design thinker with creative problem-solving skills who continually looks for opportunities to provide value to business stakeholders.
I demonstrated this by developing a well-designed Billing Refresh blended learning solution that provided retail employees a more significant opportunity to deliver a better customer experience with improved job performance. Employee confidence in understanding billing processes soared, and the program had such a positive impact that other regions are looking to bring it to their market. I earned a Circle of Success finalist award for my contributions.
8/2020: Product simulations I developed used by over 400 agents at various sites.
4/2020: As a result of the softphone simulations, videos, PowerPoints, and job aids I developed for use in new hire training, we were prepared to upskill field agents to handle increased call volumes during the COVID-19 crisis. These materials have since received thousands of views.
1/28/20: Circle of Success Regional Finalist.
11/2019: Suggested Xfinity xFi app enhancement, currently being implemented.
9/2019: Collaborated with stakeholders to produce a video tribute finale for the retiring CLO at an All-Hand’s Meeting.
12/2017: Received recognition for suggesting enhancement to an order entry tool, implemented in 2019.
10/27/17: Nominated for CU Choice Award in “Innovation” category.
8/2017: Created instruction and facilitated a class for new hires (still in training with no live call experience), so they could assist with targeted calls to support an event as the call center was short-staffed.
Like many, I started my career in retail sales and gradually sought other job opportunities.
After Media Masters, Inc. closed, I moved to Comcast, working as an Inbound Sales Customer Account Executive in the telecommunications industry. I had a proven track record for developing and implementing successful strategies to improve efficiency and customer experience.
For four years, I promoted Comcast products and services over the phone to customers by building relationships using a consultative sales approach. I sold value based on my customers' unique needs and interests. I analyzed competitive advantages and marketplace trends to ensure customer satisfaction and maximize sales opportunities.
Two years after joining Comcast, I earned Top Sales Performer awards for July and August 2014. I was recognized as Employee of the Month in September 2014 and again in January 2016. Shortly after, I was selected to be a Sales Ambassador to the training department, assisting with new hires, which ultimately led to my promotion as a Sales and Care Trainer. I earned Elite status (highest honor) twice and was working toward achieving Elite level a third time before moving to L&D.
Recognized as Elite status Sales Performer in 2015.
Recognized as Elite status Sales Performer in 2014.
I was a SME for deposit compliance and coached my team to increased compliance results – my team finished number one compliant. I strive for excellence on every project I work on.
Developed a "Back to School" project used by the call centers inbound sales teams to increase sales performance of less desired, high churn products.
I have over a decade of experience in the direct mail and marketing industries. My efforts leading a small software business helped earn millions of dollars in revenues per year for my employer, Media Masters Inc., most of which was generated from software I created and licensed.
I used my web design background to build and maintain our company and client websites. Projects often included search engine optimization and pay-per-click marketing. After a year with the company’s web design team, I was recruited to join the sales department.
After the owner took a brief hiatus, I was asked to rejoin the new company. I managed new customer and affiliate sales with business logistics that allowed us to continue growing the business. My responsibilities included authoring interactive retail-ready CD-ROM and DVD-ROM software, eBooks, and artwork for retail-ready packaging. I also created written project documentation, help files, marketing guides, and training manuals to support the company’s products and services. I collaborated with executives on catalog designs for quarterly direct mail campaigns and facilitated shipping logistics of customer orders with UPS and USPS.
Leveraging my web design experience and a strong interest in seeking out new revenue streams and revitalizing old ones, I created a membership community with over 10,000 annual paid subscribers. I implemented an affiliate program to increase revenues.
Additionally, I was responsible for daily business operations, including managing a team of 10+ direct reports, which always rose to the occasion and helped me multi-task to get the job(s) done. I provided consistent communication with the company president, employees, customers, and vendors, enabling me to effectively meet sales goals, manage budgets and multiple project deadlines.
Wrote, directed, and edited a 2-hour training DVD video to help our customers increase product usage awareness. As a result of the video, customer refunds decreased by 40%, and we quickly sold out of the video. I hired a local film production crew to assist. This project was my idea from start to finish.
Streamlined the company's customer database to make it easier for employees throughout the organization to access and share customer information in real-time increasing efficiencies and improving the customer experience.
Streamlined shipping and fulfillment process by implementing UPS World Ship applications and switching from an expensive Pitney Bowes postage system to an alternate solution saving time and money for the company.
Key member of a start-up. Conceived and introduced several new software products.
Implemented email marketing by creating a monthly newsletter generated from existing site content, emailed to subscribers. The newsletter was used to promote membership services and increase product awareness and generate revenues.
I have extensive experience using a variety of software applications. A partial listing of software I have used is listed here.
• Adobe Director 11
• Adobe Photoshop CS4
• Adobe InDesign CS5
• Adobe Acrobat
• Adobe Premiere CS5
• Adobe Encore CS5
• Microsoft Office 365 (Word, Access, Excel, Outlook, OneNote, PowerPoint, SharePoint, Stream, Forms, Microsoft Teams)
• Microsoft Publisher
• QuickBooks
• HTML, CSS, PHP, MySQL, JavaScript, SEO
• Web Hosting / cPanel / Plesk / FTP
• TechSmith Camtasia Studio and SnagIt
• UPS World Ship
• Stamps.com Software
• WebEx Remote Desktop Software
• Apple Macintosh, Microsoft Windows 98, XP, Vista, Windows 7
• Prosell On.Board PMM Learning Management System (LMS)
• Instructure Practice.xyz
• Instilled KZO Platform (LXP)
• SAP Enable Now
• Kahoot
• ACSR CSG
• Zoom
• NetObjects Fusion
• Microsoft Windows
• iOS
I am an experienced Web Designer having built websites for various businesses and entertainment personalities. Twenty-four years ago, I created the most extensive website about Paula Abdul, which became her official fansite. That project caught the attention of prominent industry names, including MTV Networks, Cosmo Girl, Hollywood Squares, and many more, which led to meeting songwriter/singer Stacey Piersa and her partner, the legendary songwriter/producer Elliot Wolff. I have always been fascinated with the behind-the-scenes aspects of the film and music industries and am interested in pursuing various related opportunities.
Extensive web site documenting highlights of Paula Abdul's impressive career.
Chronicling the life and work of legendary songwriter and producer Elliot Wolff.
Career highlights and discography of singer and actress Monalisa Young.
I believe it is important to give back to my local community and organizations abroad.
I participate in Comcast Cares Day helping to improve local community sites each year. Last year, a record-breaking 100,000-plus volunteers – including employees, along with their families and friends and our nonprofit partners – turned out to beautify neighborhoods, spruce up schools, plant trees, stock food banks, and much more throughout 39 states and the District of Columbia, and in 21 other countries. Comcast Cares Day is the nation's largest single-day corporate volunteer event and is one of our proudest company traditions.
From 1998 to 2000 I volunteered at The Portland Marathon assisting a sponsor at their booth providing marathon runners with hydration, answering questions, event set up, and clean up.
