shanti windya

I am a customer success and product management professional with over 10 years of experience in e-commerce, fintech, and payment solutions across B2B and B2C platforms. I specialize in account management, merchant support, and cross-functional collaboration with technical teams.

As a Team Lead and Product Manager at PT. Infinitium, I led a Customer Support Specialist team to ensure SLA compliance and improved ticket closure rates and client satisfaction using Freshdesk and JIRA. I coordinated with developers and QA to resolve escalated technical issues and delivered trainings and product presentations to banks, merchants, and clients.

Earlier roles include Business Development Manager for the Plasa.com project at Telkom Indonesia, Corporate Marketing Executive, and Relationship Marketing Executive where I managed backend marketplace operations, developed marketing materials, and designed loyalty/CRM programs. I have experience overseeing e-mall operation systems for a state-owned bank and managing merchant onboarding and support in Indonesia and Singapore.

I am fluent in English, adaptable, and experienced working with international stakeholders. I bring leadership, process improvement, and a track record of delivering client satisfaction and operational results.