Karen Jill Lacaba
Verified Expert in Support and Operations
Support & Operations Expert
Tacloban City, Eastern Visayas, Philippines
Toptal member since February 10, 2026
Karen has 16 years of experience in the BPO industry, developing skills in customer service, operations, technical support, and leadership. In 2022, she transitioned into virtual and EA roles, supporting entrepreneurs and executives across time zones, primarily in the US. She administers calendars and emails, coordinates meeting scheduling and follow-ups, and supports daily administrative and operational tasks. Karen also handles travel coordination, event logistics, and vendor communications.
Expertise
- Administrative Support
- Canva
- Customer Service
- Email Drafting
- Notion
- Online Research
- RingCentral
- Social Media Management
Work Experience
Executive Assistant
OMAT Productions
- Managed client email inboxes, responding to an average of 100+ emails weekly and prioritizing urgent messages to ensure timely communication.
- Managed social media accounts, creating and scheduling content that increased engagement by 25% over six months.
- Planned and executed complex travel arrangements, including flights, accommodations, and itineraries for domestic and international trips, saving clients an average of 20% on travel costs.
Executive Assistant
Protera Health
- Conducted in-depth product research for new eCommerce stores by identifying trending and high-potential products, analyzing competitor offerings, and evaluating pricing strategies.
- Prepared and distributed meeting agendas, notes, and follow-ups to ensure alignment, accountability, and action tracking after meetings.
- Tracked business expenses and managed invoicing by maintaining accurate financial records, sending invoices, monitoring payments, and keeping financial data organized and up to date.
Executive Assistant
Tan Yu
- Managed and organized high-volume email inboxes by prioritizing messages, drafting responses, and ensuring timely follow-ups to support efficient communication.
- Conducted research and prepared detailed reports, presentations, and meeting agendas to support executive decision-making and meetings.
- Assisted with confidential document management by organizing, filing, and maintaining sensitive records in compliance with company policies.
- Used HubSpot CRM to track inbound and outbound leads, manage recruitment and hiring workflows, and organize candidate pipelines. Automated follow-ups, logged communication history, and supported seamless coordination across all recruitment stages.
Executive Assistant
Double Inked Notary Services
- Managed social media accounts by creating and publishing strategic content that increased brand visibility and strengthened audience engagement across platforms.
- Organized and maintained executive calendars by prioritizing meetings, coordinating schedules, and optimizing daily workflows to improve productivity and time management.
- Handled inbound and outbound calls, chat, and email communications with prospective clients, building rapport, qualifying leads, and supporting the sales pipeline.
Subject-matter Expert
Accenture
- Handled supervisor escalation calls for complex technical and billing concerns, successfully de-escalating issues and retaining customers through clear communication and problem-solving.
- Provided one-on-one coaching and mentoring to new hires and tenured agents, improving performance metrics such as first-contact resolution, quality scores, and customer satisfaction.
- Delivered high-quality customer service across phone, email, and chat channels by identifying root causes, explaining technical solutions in simple terms, and setting clear expectations.
- Executed ad hoc operational and administrative tasks, including report preparation, documentation updates, and process support, contributing to smoother team workflows and improved efficiency.
- Managed end-to-end ticket lifecycle, including issue triage, prioritization, escalation, and resolution, reducing response and resolution times.
Education
Bachelor's Degree in Business Administration
Eastern Visayas State University - Tacloban City, Leyte
Engineering Science Educational Program in Secondary Education
Leyte National High School - Tacloban City, Leyte
Certifications
Copywriting Course
KursoPH
WordPress and Marketing
KursoPH
Canva Graphic Design
KursoPH
Social Media Management
KursoPH
Skills
Tools
Asana, RingCentral, WordPress
Administrative Operations
Data Entry, Calendar Management, Presentations, Workflow Design, Customer Service
Communication
Email Drafting
Customer Support
Customer Email Support, Social Media Inboxes
Project Management Tools
Notion
Research
Lead Research, Online Research
CRM & Sales Tools
HubSpot CRM
Marketing Tools
Canva
Other
Business Administration, Team Leadership, Cold Calling (Sales), Social Media Management, Technical Support, Administrative Support, K-12 Education, Marketing, Copywriting
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