Rica Lombos – eCommerce VA, Customer Support, Travel Agent

Hi, my name is Rica, and I’m a proud mom to a wonderful 9-year-old boy. My journey in the BPO industry started in 2016 at Teleperformance, where I was part of the Expedia account, handling sales and customer service. I’d describe the experience as a rollercoaster—it was my first time in this field, and everything was new to me. The tools, the tasks, and even the fast-paced environment were all unfamiliar to me. During training, I was overwhelmed and intimidated, especially since most of my peers had prior experience in call centres.

I was determined not to quit, so I took extra time after my shifts to side-barge with one of the top-performing agents in our office for 1 week. I observed their techniques for navigating tools and handling calls with ease. Those small steps made a big difference, and before long, I found myself getting a hang of it. I stayed with Teleperformance for almost two years, and the lessons I learned there—resilience, adaptability, and a commitment to quality—remain with me today.

In 2019, I joined Transworld Systems Inc., where I continued to build on my customer service skills. I handled hotel reservations, resolved complaints, processed refunds, and collaborated with hotel managers to provide solutions. It was a fast-paced environment where I learned to balance multiple tasks while maintaining professionalism. Unfortunately, when the pandemic hit in 2020, I had to leave my role due to the lack of work-from-home options.

That year was both challenging and transformative for me. I started my own small business, “Satuya Philippines,” which specialises in nature-inspired accessories, bookmarks, and wedding souvenirs. It was rewarding to see the business thrive during the pandemic, but as time passed, I faced challenges that made me reevaluate my path. After a year and a half, I decided to return to the corporate world.

In September 2022, I joined Booth and Partners and worked from home for over a year and a half. There, I gained experience in e-commerce, learning how to manage Shopify and assist customers through Zendesk. I handled inquiries about shipments, cancellations, and refunds, created shipping labels, and listed products for brands like Steve Madden and Michael Kors.

Now, I’m ready for the next chapter as an aspiring virtual assistant. I’m excited to grow further, learn new skills, and contribute meaningfully to this field while balancing my responsibilities as a single parent.

For a copy of Rica’s resume, please click here.