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Hi, I’m Andrei Bucicov, a CX professional with 15 years of experience shaping service delivery at organizations like Apple and Crunchyroll. I specialize in quality assurance, escalation management, and performance analysis, translating data into actionable improvements that boost customer satisfaction and team efficiency. I’m a collaborative communicator who thrives on feedback, empathy, and mentoring teammates to achieve measurable quality gains. I’m expanding my toolkit with AI-assisted data analysis, exploring how large language models can classify and interpret large sets of customer interactions to uncover process gaps, identify outliers, and guide policy updates. I’m passionate about Kaizen, data-driven decision making, and aligning CX operations with corporate values and customer needs.…Hi, I’m Andrei Bucicov, a CX professional with 15 years of experience shaping service delivery at organizations like Apple and Crunchyroll. I specialize in quality assurance, escalation management, and performance analysis, translating data into actionable improvements that boost customer satisfaction and team efficiency. I’m a collaborative communicator who thrives on feedback, empathy, and mentoring teammates to achieve measurable quality gains. I’m expanding my toolkit with AI-assisted data analysis, exploring how large language models can classify and interpret large sets of customer interactions to uncover process gaps, identify outliers, and guide policy updates. I’m passionate about Kaizen, data-driven decision making, and aligning CX operations with corporate values and customer needs.

Andrei Bucicov

QA Engineer, Data Scientist, AI Engineer, +2

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Hi, I’m Andrei Bucicov, a CX professional with 15 years of experience shaping service delivery at organizations like Apple and Crunchyroll. I specialize in quality assurance, escalation management, and performance analysis, translating data into actionable improvements that boost customer satisfaction and team efficiency. I’m a collaborative communicator who thrives on feedback, empathy, and mentoring teammates to achieve measurable quality gains. I’m expanding my toolkit with AI-assisted data analysis, exploring how large language models can classify and interpret large sets of customer interactions to uncover process gaps, identify outliers, and guide policy updates. I’m passionate about Kaizen, data-driven decision making, and aligning CX operations with corporate values and customer needs.…Hi, I’m Andrei Bucicov, a CX professional with 15 years of experience shaping service delivery at organizations like Apple and Crunchyroll. I specialize in quality assurance, escalation management, and performance analysis, translating data into actionable improvements that boost customer satisfaction and team efficiency. I’m a collaborative communicator who thrives on feedback, empathy, and mentoring teammates to achieve measurable quality gains. I’m expanding my toolkit with AI-assisted data analysis, exploring how large language models can classify and interpret large sets of customer interactions to uncover process gaps, identify outliers, and guide policy updates. I’m passionate about Kaizen, data-driven decision making, and aligning CX operations with corporate values and customer needs.

Available to hire

Hi, I’m Andrei Bucicov, a CX professional with 15 years of experience shaping service delivery at organizations like Apple and Crunchyroll. I specialize in quality assurance, escalation management, and performance analysis, translating data into actionable improvements that boost customer satisfaction and team efficiency. I’m a collaborative communicator who thrives on feedback, empathy, and mentoring teammates to achieve measurable quality gains.

I’m expanding my toolkit with AI-assisted data analysis, exploring how large language models can classify and interpret large sets of customer interactions to uncover process gaps, identify outliers, and guide policy updates. I’m passionate about Kaizen, data-driven decision making, and aligning CX operations with corporate values and customer needs.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Language

Russian

Fluent

English

Fluent

Romanian, Moldavian, Moldovan

Fluent

Ukrainian

Advanced

Spanish; Castilian

Beginner

Work Experience

CX Quality Assurance Specialist at Crunchyroll

January 1, 2023 - October 27, 2025

Lead quality evaluations across chat and email channels, driving improvements in tone, clarity, and compliance. Trained and supported partner quality teams globally by composing runbooks, video lessons, and QA materials, conducting calibration sessions, and tracking performance. Applied AI and LLM-based analysis to classify large volumes of tickets, uncovering process gaps, best practices, and opportunities for workflow and policy optimization.

Escalations Specialist at Crunchyroll

January 1, 2023 - January 1, 2023

Resolved complex escalations requiring cross-department collaboration, achieving a 95% first-resolution rate on high-impact cases. Designed escalation templates and case-handling guidelines to improve efficiency and consistency, and provided actionable insights to QA and Operations, contributing to process updates that enhanced customer experience metrics.

eCommerce Specialist at Crunchyroll

January 1, 2022 - January 1, 2022

Managed daily eCommerce operations across multiple regions, ensuring 100% product data accuracy and timely order fulfillment. Partnered with logistics and vendor teams to streamline returns and refund workflows, reducing turnaround time by 18%. Strengthened CX-eCommerce collaboration via structured feedback channels, decreasing repeat contacts by 12%.

CX Specialist at Crunchyroll

January 1, 2021 - January 1, 2021

Delivered multi-channel customer support with high response accuracy and CSAT. Identified recurring issues and proposed actionable process improvements adopted by the CX team, contributing to overall metric improvements.

Concierge Specialist at Apple Inc.

January 1, 2015 - January 1, 2015

First point of contact for Apple customers; provided product and service guidance across Russian and English. Delivered pre- and post-sales support via chat, phone, and live video demos and recommended optimal product solutions.

Sales Chat Specialist at Apple Inc.

January 1, 2018 - January 1, 2018

Engaged customers with proactive chat support and achieved high CSAT scores through consistent, customer-centric service.

Virtual Setup Specialist at Apple Inc.

January 1, 2016 - January 1, 2016

Conducted over 500 personalized 30-minute setup demos, tailoring sessions to each customer and delivering highly rated onboarding experiences.

Assisted Team Lead and Sales Chat Specialist at Apple Inc.

January 1, 2020 - January 1, 2020

Carried out duties of both Sales agent and Team Leader for a team of 10; assisted Team Manager with tickets, performance analysis, and market research; led calibrations and tackled negative feedback through monitoring and coaching.

Payments Specialist at Apple Inc.

January 1, 2019 - January 1, 2019

Handled daily wire transfer refunds for EMEA customers, translated VAT refund documents, and performed fraud checks; processed payment requests by resolving credit card blocks in SAP and updating records.

Technical Support Agent at Teleperformance

January 1, 2013 - January 1, 2013

Provided technical support via email and phone to Sony Mobile customers in Russian; assisted with proofreading manuals and training materials.