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Jane Dorah

@janedorah

Customer Experience Manager at Tractive GmbH supporting GPS/IoT customers and resolving complex product and subscription issues.

Austria

Message

At Tractive GmbH, I support international customers using GPS/IoT pet-tracking technology. I manage customer cases in Zendesk and resolve account, product, connectivity, and subscription issues.

When cases need specialist input, I coordinate escalations with teams using Jira, Slack, and Confluence. I also identify recurring service issues and use customer insights to support clearer guidance and workflow improvements.

Previously, at Track and Trace Kenya Ltd, I led customer-facing operations and managed 150 employees across three international regions. The teams supported GPS/IoT fleet-tracking and fuel-monitoring clients, including B2B, government, and institutional organisations.

My earlier experience includes business development, card authorization, and debt collections in banking and client services. I hold a Bachelor of Arts in Political Science & Sociology and a Diploma in Customer Service, and have completed Power BI training.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

Tractive GmbH

May 2026 - Present (5 months)

Support an international customer base for GPS/IoT pet-tracking technology in a fast-paced, KPI-driven service environment. Manage high-volume customer cases in Zendesk, resolve account and product issues, and coordinate escalations with specialist teams.

Zendesk Jira Slack Confluence Customer Service KPI Monitoring Escalation Management Technical Communication

Customer Service Head

Track and Trace Kenya Ltd

Jun 2017 - Sep 2024 (7 years 3 months)

Led customer-facing operations and managed 150 employees across three international regions, supporting GPS/IoT fleet-tracking and fuel-monitoring clients. Directed service delivery, maintained senior client relationships, and improved escalation processes.

Customer Service Leadership Customer Relationship Management Escalation Management Team Management B2B KPI Monitoring Process Improvement

Business Development Manager

Marketing Africa / Science Frontiers

Jan 2016 - May 2017 (1 year 4 months)

Managed business-development activities and client relationships, maintaining proactive communication and structured follow-up. Worked with internal delivery teams to address client requirements and support retention.

Business Development Customer Relationship Management Communication Skills Follow up

Authorization Manager

I&M Bank Kenya

Sep 2012 - Jun 2013 (9 months)

Managed time-sensitive card authorization and customer service operations within a regulated banking environment. Reviewed complex customer and transaction issues, documented decisions, and coordinated with internal stakeholders.

Card Authorization Customer Service Risk Management Compliance Decision making

Team Manager, Debt Collections

Barclays Bank Kenya

Jun 2011 - Aug 2012 (1 year 2 months)

Led customer debt-collections activity and team performance in a target-driven banking environment. Handled sensitive escalated payment-resolution discussions with empathy and professionalism.

Debt Collection Team Management Customer Engagement Negotiation Escalation Handling