Andrei Bucicov
Hi, I’m Andrei Bucicov, a CX professional with 15 years of experience shaping service delivery at organizations like Apple and Crunchyroll.
About
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.
- 2 years' experience
- Joined October 2025
Languages
- RussianFluent
- EnglishFluent
- Romanian, Moldavian, MoldovanFluent
- UkrainianAdvanced
- Spanish; CastilianBeginner
Industry experience
- Media & Entertainment
- Software & Internet
- Professional Services
- Retail
- Telecommunications
Work experience· 10 roles
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.
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.
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%.
Education
Certifications and awards· 5
Hire Andrei Bucicov today
Post a job and invite Andrei, or contact them directly. No hidden commission.