Adriano Celiento
|
Engineer, Designer, Photographer
Adriano Celiento
|
Engineer, Designer, Photographer
About_photo
I am an innovative Engineer and Leader with over 15 years of diversified and global experience in Payment Operations, Pre-Sales and Customer Technical Support.

At Holvi, I am currently responsible for leading and scaling the following teams and business areas:
- Customer Due Diligence (CDD) and ongoing monitoring, including the processes executed in order to verify customers identity before on-boarding them to the service and combat fraud, money laundering and terrorism financing on an ongoing basis.
- Payment services operations and vendor relationship management

My expertise includes team management, operations management, project management, project delivery, technical account management, vendor relationship management, technical sales support, technical customer support, technical documentation, troubleshooting and tools, data analysis and interpretation.

At my core, I am a communicator with the ability to quickly analyze and assess a situation, pros and cons, potential risks, and present solutions to problems.

I like to pay attention to detail. Especially when working and designing at scale, the little things matter and a tiny change or mistake can make a big impact. I try hard to be rigorous and complete.

I have a passion for football, traveling, photography, music, cooking and design.
signiture

Skill
Achievement

Skill
Achievement

  • 90%

    Leadership

  • 90%

    Payment
    Operations

  • 85%

    Process
    Improvement

  • 70%

    Project
    Management

  • 70%

    Incident
    Management

  • 65%

    Customer
    Service

Work
Experience

Work
Experience

  • Head of Customer Operations - Holvi
    Period: January 2018 - present
    work experience img I am responsible for leading and scaling the following teams and business areas:
    - Customer Due Diligence (CDD) and ongoing monitoring, including the processes executed in order to verify customers identity before on-boarding them to the service and combat fraud, money laundering and terrorism financing on an ongoing basis.
    - Payment services operations and vendor relationship management, aimed to building, monitoring and improving our Financial Infrastructure services like the issuing of debit cards, execution of payments in EUR and GBP currencies, acquiring of payments via card and other alternative payment methods, the identity and business verification services used for performing our customers due diligence and other tools or systems used internally in the company.

    I am responsible for the team overall career growth and technical competence, guiding and growing that competence as necessary via coaching, training and hiring. I make sure the individual contributors deeply understand the tasks they execute or the payment services they oversee and well enough to perform continuous operations, monitoring, implementation projects, debugging and triage of the critical systems. I enable my team members to build a strong technical background and spend some of their time staying abreast of trends in their area of responsibility.
  • Operations Manager - Holvi
    Period: September 2014 - December 2017
    work experience img As Operations Manager my primary role is to manage the Holvi Operations team operating in the Financial Infrastructure area, creating and improving our operations processes, models and methods to maintain and improve quality in support of organizational goals.

    Among the primary responsibilities I also co-operate closely with developers and with our service providers to achieve optimal solutions that ensure high quality for data verification and payment processing.

    My other responsibilities include analysis and triage of 2nd line customer requests to be translated into technical problems; triage of incidents received via the Operations paging channels translating them into actionable technical problems; validation and processing of invoices received by our service providers and cost/revenue analysis.
  • Professional Services Engineer - SEVEN Networks
    Period: January 2013 - September 2014
    work experience img My main function as member of Professional Services organization is Trial Manager, being responsible for the execution of in-network trials at Tier 1 & 2 carriers. The role requires fully managing customer trials from the requirements analysis phase to the final report, but also performing product presentations and demos.

    My main responsibilities cover:
    * Project Schedule
    * Risk Management
    * Issue Management
    * Change Management
    * Status Reports
    * Status Meetings
    * Executive Briefings
    * Data analysis, interpretation of the trial results, final report
    * Product presentations and demos

    Currently I also still perform basic Technical Account Management functions, including creation of detailed billing reports required by our Finance team and managing escalations and technical relationship with the customers.
  • Technical Account Manager - SEVEN Networks
    Period: June 2011 - September 2014
    work experience img As Technical Account Manager (TAM) I manage technical sales and customer delivery operations.

    My primary responsibilities are:
    * Technical sales support to SEVEN Sales team to generate new business (e.g. preparing offers, project plans and presentations in co-operation with Delivery and Sales)
    * Driving software pre-load deployments on mobile devices
    * Support for customer trials and product demo’s for SEVEN product
    * Producing billable users reports for the Finance team
  • Technical Support Engineer - SEVEN Networks
    Period: August 2007 - June 2011
    work experience img As Technical Support Engineer I provide 2nd and 3rd level technical support to our operator and reseller's customers. I am part of a global Support team for a company that is global innovator in mobile messaging, enabling mobile operators, internet email providers and service providers to offer their users intuitive and secure real-time access to business and personal content.

    My main responsibilities cover:
    * Ensuring customer satisfaction with timely, courteous and high quality technical support
    * Providing technical training to Seven’s customers and partners
    * Analysis and triage of customer requests to be translated into technical problems
    * Documenting all customer interactions and developing and maintaining information for the support knowledge base
    * Advanced logs analysis and troubleshooting
    * Working together with Seven’s software engineers to provide solutions to software defects or escalated support requests
    * Ability to work on a follow-the-sun model in a global team"
  • Web Designer (Front End) - Anygraaf Finland Oy
    Period: May 2007 - July 2007
    work experience img As Web Designer my main project was to design a library of website layouts for newspapers and integrate it with Anygraaf's existing software platform. The project required coding in XHTML and CSS.

    Special requirement for the project was to ensure compatibility, integrity and consistency when the layouts were displayed in the most popular browsers or screen resolutions. Anygraaf develops software for popular newspapers, printing offices, news agencies and image agencies worldwide.
  • Graphic Designer - Mobiquitus
    Period: March 2007 - May 2007
    work experience img As a freelance Graphic Designer at Mobiquitus I mainly developed graphic elements like buttons and knobs for the User Interface of a video surveillance software.
  • Avaya Consultant Engineer - ITS Italy
    Period: November 2004 - August 2006
    work experience img As an Avaya Consultant Engineer I am mainly specialized in Avaya Inc. software installations, maintenance and support, integrations. ITS Information Technology Services is an Italian company that offers consulting services, system integration and outsourcing.

    My main responsibilities are:
    * Programming the Avaya Interactive Voice Response (IVR), a product used to automate direct inbound traffic and using scripting to route calls accordingly. Custom scripts can be written to advise callers of estimated wait times, any automated messages, and routing calls to live agents based on input from caller. Example of services I deployed were scripts that allowed users to dial a number to buy and download ringtones for their mobile phones, or scripts to guide the users to request assistance when calling large call centers.
    * Software installation, maintenance and support for the Avaya Interaction Center software suite, that provides enterprise-class control of contact-center communications across multiple channels: voice, video, email, Web chat, and IP telephony.

    My key customer accounts are Telecom Italia and Hewlett-Packard.

    I successfully completed the “Interaction Center and Operational Analyst 7.0 Implement and Maintain Delta - Core Workshop AVA00549H00” course at the Avaya University of Guildford (UK) on 6th October 2005.

Address: Helsinki, Finland