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Ma Karen Kae Dais

@makarenkaedais

Team Lead at UCIT PHILIPPINES supporting GardaWorld surveillance monitoring and coaching employees on performance and development.

Philippines

Message

At UCIT PHILIPPINES, I manage employees on the GardaWorld surveillance monitoring account, monitor day-to-day performance, and provide coaching to support development. I also work with Team Managers and management to support Agents and program goals.

Previously at TDCX PHILIPPINES, I supported Meta digital advertising as a Team Lead and Subject Matter Expert, and provided customer service for Airbnb and Meta. At FOUNDEVER, I delivered Pearson customer service training; earlier, I taught IT at ST VINCENT LEARNING ACADEMY, including Microsoft Office, Visual Basic, HTML, and web design.

Experience

Work history, roles, and key accomplishments

Team Lead

UCIT Philippines

Jan 2025 - Sep 2026 (1 year 8 months)

Managed employees and monitored day-to-day performance while providing coaching to support performance and development. Created and maintained a high-quality work environment that builds team unity, camaraderie, and motivation.

Team Leadership Performance Management Coaching Employee Development

Team Lead

TDCX Philippines

Oct 2021 - Jan 2025 (3 years 3 months)

Managed employees, monitored performance, and provided coaching to support performance and development. Built a positive work environment that promotes team unity, engagement, and consistent performance.

Team Leadership Performance Management Coaching Employee Development

Client Service Associate

TDCX Philippines

Jul 2019 - Dec 2021 (2 years 5 months)

Provided customer service and troubleshooting support to clients. Supported advertising customers through consultative assistance and analyzed advertising data to improve client experience and support stronger ROI.

Customer Service Troubleshooting Data Analysis Advertising Support

Subject Matter Expert

TDCX Philippines

Dec 2020 - Oct 2021 (10 months)

Guided and assisted agents in effectively handling customer cases. Supported exceptional client satisfaction through clear explanations, tools, and process guidance.

Customer Support Coaching Process Guidance

Trainer

Foundever

Jul 2016 - Jun 2019 (2 years 11 months)

Coordinated and implemented CX training while assisting new employees during department transition. Delivered customer service training covering knowledge, skills, performance, and professional development.

Training Customer Experience Needs Analysis Employee Development

IT Instructor

St Vincent Learning Academy

Jun 2013 - Apr 2016 (2 years 10 months)

Taught computer fundamentals to elementary and secondary students, developing digital literacy and practical computer skills. Provided instruction in Microsoft Office applications, Visual Basic programming, HTML, and web design.

Teaching Microsoft Office Visual Basic HTML Web Design