Pamela Bivens
Customer Service, Educator, Trainer
Durham,NC
Summary
Empathetic and people-centered professional with extensive experience supporting and engaging diverse individuals in dynamic, service-oriented environments. Known for calm professionalism, excellent communication, and a strong ability to build trust and resolve challenges with care. Adept at fostering meaningful customer relationships, delivering responsive service in virtual and hybrid settings, and ensuring every interaction reflects the highest standards of customer care. Passionate about learning and creating positive, solutions-focused experiences that strengthen brand reputation and repeat customer loyalty. Global travel to Africa and South America enhances my understanding and empathy for customer-service oriented concerns and challenges.
Overview
19
19
years of professional experience
Work History
Director, STEM Education (Contractor/Remote)
Los Alamos National Laboratory
01.2017 - Current
- Deliver responsive, human-centered virtual support to diverse professional audiences nationwide.
- Create and facilitate engaging training that strengthens communication, empathy, and collaboration — key skills mirrored in exceptional customer care.
- Manage scheduling, documentation, and feedback processes to ensure seamless participant experiences and continuous improvement.
Director, Training Programs and Organizational Learning
Howard Hughes Medical Institute
01.2022 - 01.2024
- Designed and delivered people-focused learning experiences that improved satisfaction and engagement across all employee levels.
- Partnered with executives and cross-functional teams to assess needs, resolve issues, and create customer and vendor service-minded solutions.
- Led new-hire orientation programs emphasizing clarity, professionalism, and respect in every interaction.
- Maintained high-quality standards and communication responsiveness in hybrid and remote environments.
Assistant Director, Learning & Organizational Development
Duke University Health System
01.2016 - 01.2022
- Served as a key point of contact for internal clients, fostering positive relationships through clear communication and problem-solving.
- Coordinated and facilitated programs enhancing customer interaction, service recovery, and teamwork.
- Responded to client needs with professionalism, empathy, and precision, ensuring timely solutions.
- Provided guidance and support for faculty, clinicians, and staff to deliver exceptional service experiences.
Curriculum & Training Specialist
Duke University Health System
01.2015 - 01.2016
- Designed user-friendly virtual modules that improved engagement and satisfaction among participants.
- Collected and analyzed learner feedback to improve clarity, accessibility, and overall customer experience.
Manager, Undergraduate Medical Education
Baylor Scott & White Health
01.2014 - 01.2015
- Supported hundreds of students and staff members with prompt, accurate responses to inquiries and service needs.
- Managed program logistics and communication flow, ensuring professional, courteous, and timely resolutions for leadership, students, and vendor services.
Administrative Coordinator & Master Trainer, Patient Safety Center of Excellence
Duke University Health System
01.2007 - 01.2011
- Delivered interactive, federally funded training that improved communication and teamwork across healthcare teams.
- Managed large-scale event coordination and provided customer-facing support to participants, trainers, and consultants.
Education
Bachelor of Arts - Communication
Hampton University
Hampton, VASkills
- Customer-Centered Communication & Empathetic Listening
- Conflict Resolution & Service Recovery
- Call Handling, Virtual & Digital Support (MS Office Suite, Zoom, Teams, LMS, Chat)
- Relationship Management & Customer Retention
- Utilize Cross-Cultural & Emotional Intelligence (EQ & CQ)
- Problem Solving & De-escalation Strategies
- Team Collaboration & Knowledge Sharing
- Remote Productivity, Attention to Detail & Accuracy
- Coaching, Mentoring, and Onboarding Support
Accomplishments
- Collaborated with team of learners across generations and levels of learning in the development of soft skills education in the culturally intelligent (CQ) space.
- Achieved 100%+ results by completing interactive education with accurate and efficient learning technology and tools.
- Achieved educational understanding through effectively helping with learners with critical thinking skills and introspection.
- Used Microsoft PowerPoint to develop impactful and engaging handouts and presentations for adult and student learners.
ADDITIONAL STRENGTHS
- Highly experienced in remote and hybrid service delivery
- Known for patience, empathy, and solution-oriented communication
- Passionate about representing brands with integrity and professionalism
Languages
English
Native or Bilingual
Timeline
Director, Training Programs and Organizational Learning
Howard Hughes Medical Institute
01.2022 - 01.2024
Director, STEM Education (Contractor/Remote)
Los Alamos National Laboratory
01.2017 - Current
Assistant Director, Learning & Organizational Development
Duke University Health System
01.2016 - 01.2022
Curriculum & Training Specialist
Duke University Health System
01.2015 - 01.2016
Manager, Undergraduate Medical Education
Baylor Scott & White Health
01.2014 - 01.2015
Administrative Coordinator & Master Trainer, Patient Safety Center of Excellence
Duke University Health System
01.2007 - 01.2011
Bachelor of Arts - Communication
Hampton University