Paul Teodorescu

I joined Firmenich over 18 months ago with the mission to transform the fragmented User Services organization into best-in-class workplace operations through automation, increased process change and transformation efforts. Our Transformation journey has been along two axis - transform Service Delivery model and move towards automation and self-service while not sacrificing quality and end user experience, including consolidation of the Service Desk operations, implementation of remote resolution, reduction of Field Support workforce by 20% with savings of over $3 MIL , introduction of automated software deployment. I streamlined the support operations by shifting to a tiered model and instituting ITIL best practices, implement a service catalog, KPIs, and SLA monitoring. It was not a simple journey, rather interesting and rewarding, and we learnt that we should adapt more quickly to market reality, accelerate implementation of automation / self-service tools, and adapt our approach to change management to improve user perception and satisfaction. I have helped my employers all this time in achieving their goals comfortably and within deadlines. I have earned the reputation as a capable leader, team builder and for producing outstanding results across the critical managerial functions. Besides, I also have the motivational skills that boost up the confidence and provide an impetus to the team in positive manners.