Thomas Ivory-joseph
@thomasivory-joseph
Operations and customer service leader driving logistics excellence, claims resolution, and team performance.
United StatesWhat I'm looking for
I’m a results-driven operations and customer service professional with experience in logistics, claims management, team leadership, and higher education administration.
In my current RTS Manager role at Amazon, I lead daily Return to Station operations, processing returned and undeliverable packages while meeting productivity, quality, and safety goals. I analyze operational metrics, implement process improvements, and coordinate cross-functional efforts between operations, transportation, and customer service.
Before that, I worked as an APD Claims Representative at Amica Insurance, processing automobile physical damage claims from initial loss report through resolution and managing appraisal and inspections. Earlier at Amazon, I processed more than 1,000 packages every four hours, inspecting shipments for defects and ensuring orders matched shipping schedules.
I’ve also supported students and residents through roles at Southern Connecticut State University, including assisting 800+ graduate students with application and enrollment while maintaining confidentiality, and serving as a Resident Advisor for about 80 residents. I bring strong communication, problem-solving, and an operational mindset focused on compliance, conflict resolution, and continuous improvement.
Experience
Work history, roles, and key accomplishments
Led daily Return to Station (RTS) operations for returned and undeliverable packages, ensuring timely processing and resolution. Managed associates, analyzed operational metrics to improve efficiency and reduce defects, and ensured compliance with safety standards and company procedures.
APD Claims Representative
Amica Insurance
Oct 2022 - Jun 2024 (1 year 8 months)
Processed automobile physical damage claims from initial loss report through resolution within established authority limits. Coordinated appraisals and inspections, maintained accurate claim documentation, and handled customer interactions by phone while delivering exceptional service.
Received and processed 1,000+ packages every four hours while maintaining accuracy and efficiency. Inspected packages for defects and damages prior to shipment and ensured orders were prepared and processed according to shipping schedules and operational goals.
Student Worker
Southern Connecticut State University
May 2021 - May 2022 (1 year)
Assisted 800+ graduate students with application and enrollment processes, addressing questions by phone and email while maintaining confidentiality. Supported planning and execution of graduate events by coordinating communications, catering, and event logistics to enhance student engagement.
Resident Advisor
Southern Connecticut State University
Aug 2020 - May 2021 (9 months)
Fostered an inclusive residential community for approximately 80 student residents by planning and facilitating educational and social programming. Mediated roommate disputes and responded to student crises and emergencies while enforcing university policies and supporting student engagement.
Education
Degrees, certifications, and relevant coursework
Southern Connecticut State University
Bachelor of Arts, Communication
2018 - 2022
Earned a Bachelor of Arts in Communication at Southern Connecticut State University from Aug 2018 to May 2022.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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