Mandy Coluzzi
Chicago,USA
Summary
Results-oriented tech industry professional with a proven track record of enhancing operational efficiency and ensuring policy compliance in fast-paced environments. Experienced in stakeholder management, strategic initiatives, and team leadership. Adept at fostering cross-functional collaboration, driving quality improvements, root cause analysis, and enhancing user experiences on social and e-commerce platforms.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior COE Specialist II
Uber Technologies Inc.
Chicago, IL
01.2026 - Current
- Collaborate with internal product teams to optimize merchant experience for major US fast food brands ensuring alignment with business objectives, customer and brand-specific needs.
- Improving merchant satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Lead initiatives to streamline escalation for complex issue processes, resulting in reduced agent response times and improved outcomes.
- Evaluate program effectiveness through feedback mechanisms, driving continuous improvement initiatives within the department.
COE Specialist II
Uber Technologies
Chicago, IL
02.2025 - 01.2026
- Provided high-quality customer support and achieved customer satisfaction by resolving complex inbound and outbound merchant issues pertinent to the line of business, including phone and email support.
- Managed both phone and ticket-based cases, and resolved escalations.
- Conducted root cause analysis and present the findings.
- Escalated prevalent ticket types and issues to the Team Lead.
- Communicated with cross-functional stakeholders to resolve merchant escalations.
- Completed ADHOC projects per request.
Managing Technician
Rejuvatek Medical Inc.
Chicago, IL
07.2023 - 02.2025
- Consulted with potential clients to understand their tattoo removal desires and answer treatment questions.
- Compassionately provided tattoo and pigment removal treatments and services to clients.
- Maintained and exceeded adequate lead to start conversion rates by monitoring and optimizing operational metrics.
- Maintained detailed and accurate records of client treatments/progress including social media content such as before and after photos.
- Maintained a sanitary and patron friendly office environment.
- Created inventory logging and ordered and maintained adequate inventory of supplies.
- Followed all protocols standardized by Illinois Dept. of Health.
- Created and maintained communication streams with clientele regarding scheduling, healing questions and updates.
- Streamlined communication between Chicago location and headquartered staff including Training, Medical, and Marketing teams and maintained weekly meeting notes for records.
Project Coordinator
Moss Inc.
Franklin Park, IL
09.2022 - 05.2023
- Managed more than 10 multimillion dollar accounts with high client satisfaction.
- Decreased project completion times by efficiently prioritizing tasks and delegating responsibilities to team members.
- Improved client satisfaction with timely updates and transparent communication throughout project life cycles.
- Identified potential risks and developed mitigation strategies to minimize disruptions to project timelines.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Kept corporate and client information confidential, adhering to data safety measures.
Trust + Safety Moderator, Quality Assurance Analyst
Bytedance/TikTok
Nashville, TN
10.2020 - 07.2022
- Conducted Root Cause Analysis and evaluated data metrics to inform stakeholders of quality performance and created action plans in improving moderation accuracy across all BPO sites.
- Acted as point of contact for Business Process Outsourcing sites (international) handling all quality reporting, policy communications, and performance coaching to moderators and leads.
- Maintained 98% accuracy in content moderation queues across all lines of business.
- Subject matter expert in text policy (comments) and User Profile guidelines.
- Created and maintained working relationships with third party sites and internal Trust and Safety teams to ensure policy understanding across training and moderation including collaborating with mitigation subject matter experts to develop training materials.
- Adhered to policy procedures and security measures to promote platform safety for internal and external stakeholders.
- Completed ADHOC projects per request.
Education
Bachelor of Arts - Music Business Management
Columbia College Chicago
05-2019
Skills
- Root-cause analysis
- Customer relationship management
- Process improvement
- Stakeholder management
Accomplishments
TikTok- 2022
- Designed and launched global training materials focusing on minor safety policies, gaining approval from legal and policy teams from development to go-live. This initiative aimed to clarify communication and policy ambiguities among policy, moderation, and quality assurance teams.
Uber Technologies- 2025
- Achieved a perfect performance scorecard for Q2 2025, being named a top performer at the COE.
Certification
Social Media Marketing Certification
DePaul University July 2019
Timeline
Senior COE Specialist II
Uber Technologies Inc.
01.2026 - Current
COE Specialist II
Uber Technologies
02.2025 - 01.2026
Managing Technician
Rejuvatek Medical Inc.
07.2023 - 02.2025
Project Coordinator
Moss Inc.
09.2022 - 05.2023
Trust + Safety Moderator, Quality Assurance Analyst
Bytedance/TikTok
10.2020 - 07.2022
Bachelor of Arts - Music Business Management
Columbia College Chicago