Earl John Lozanes Surban
Block 2 Lot 29 Cityville Subd., Brgy. Estefania
Bacolod City, Philippines
Cellphone No. -
Email:-OBJECTIVES
➢ To obtain a position that will enable me to use my skills and apply my experiences.
➢ To apply as a regular full-time employee in your company.
SKILLS
➢ Can speak English language fluently
➢ Has experience in Customer Service field
➢ Has experience in Real Estate Industry
➢ Has experience in Customer Relationship Management tools
➢ Has experience in Hospitality Management field
➢ Leadership skills & management skills
➢ Excellent communication skills
➢ Can work under pressure
➢ Willing to be trained for better learning
➢ Excellent in Microsoft Office, G Suite, Zoom and Adobe Connect
PERSONAL DETAILS
Age
Gender
Date of Birth
Place of Birth
Height
Weight
Nationality
Civil Status
Religion
Father’s Name
Occupation
Mother’s Name
Occupation
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29 years old
Male
July 28, 1991
Bacolod City, Negros Occidental
170 cm
71 kg
Filipino
Single
Roman Catholic
Ildebrando M. Surban
Government Employee
Consejo L. Surban
Housewife
EDUCATIONAL BACKGROUND
Elementary
Secondary
College
Course
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La Consolacion College IS - Bacolod-
La Consolacion College IS - Bacolod-
University of Saint La Salle-
Bachelor of Science in Information Technology
JOB EXPERIENCE
➢ Century 21 Northwest
March 2021 - Present
My main duty is to do outbound phone calls to the cold leads provided by my client. Being
able to handle not interested sellers of their property, may it be a land, condominium,
apartment, house or business and extracting their motivation in selling such properties. One
of the things which is needed is to be a very good sales person, not only by memorizing the
script but to internalize it and make it sound natural whenever we are conversing with the
client. We are required to do at least 200 dials every shift, and at least being able to do a
Live Transfer, which is the program by my client in which we are transferring the warm
leads that we have spoke with to a live agent who will close the deal and make an
appointment. We always do follow up calls to each of the warm leads that we have
generated. Was able to utilize my client’s CRM and required to do an End of Day report
every after the shift.
➢ iQor Philippines – Customer Service Representative / Supervisor OIC / Quality Analyst OJT
/ Brand Trainer – Bacolod City, Philippines
January 2019 – February 2021
Following up with customers to ensure their issue has been sufficiently resolved, meeting
with customers by telephone to provide further information about products or services if
the matter has not been adequately resolved, taking orders, opening or closing accounts,
and gathering all necessary information regarding complaints or matters that needs further
attention.
Receiving calls that is concerned more about the taking orders over the phone, resolving
issues regarding the ordered items and doing follow-ups on our clients as well as to our
suppliers. Properly handling customers in payment using credit card, debit card over the
phone.
Was tasked to handle a team of customer service representative. In-charged of designing
the schedule and looking after the performance of the team for a period of time. Talking
directly to clients and discussing the progress, weak points and improvement plans for the
entire team.
Has the experience in doing Quality Analyst works. Negotiating and compromising so that
customer will be able to meet their wants and needs regarding their services.
Has the experience in handling training classes, virtually (using Zoom and Adobe Connect)
and office-based set-up (Up-training and new-hires.)
➢ Burj Rafal Kempinski Hotel – Captain Waiter – Riyadh, Saudi Arabia
December 2014 – December 2016
Received proper trainings to ensure that 5 - star luxury experience will be provided to all
guests. Was in-charge of making and collecting requisitions of stocks for the bar and
restaurant on a daily basis. Assigned on various Food and Beverage outlet of the hotel
such as Le Bijuo, the French Coffee Shop, The Grand Buffet Restaurant and mainly the
luxury signature restaurant of the hotel, the Ottoman-Turkish inspired fine dining
restaurant which is The Tugra restaurant.
Assigning and organizing daily, weekly and monthly task to staff and the entire team.
Tasked for planning of weekly staff roster for the team to have a balanced and
well managed schedule and manning of staff. Able to know which is needed to do and
which is needed to be avoided when it comes to engaging to the guest’s requests and needs.
Has the knowledge to explain more further all the items in the menu list, up-selling of slowmoving items and making sure that 5-star luxury experience will be felt by the guests.
➢ Sea View Resort & Spa – Food and Beverage Administrator – Thailand
October 2013 –November 2014
Carefully taking care of all documents and preparing necessary paper works related to Food
and Beverage Department. Was tasked to do work schedule in automated form and able to
generate reports and deliverables needed by the Food and Beverage Manager that needs to
be submitted to the General Manager and the owner. Able to do requisitions related to
Food and Beverage, may it be internal store of the hotel or from suppliers outside the hotel;
and handling calls and email that is in line with the operation of the department. Was given
the authority to view, edit and add confidential information about the department when
necessary.
All paper works and documents tasked were manually constructed and encoded on the
computer wherein files were needed to be neat and organized. Also organizing incoming
and outgoing files from the cabinet related to the company and department. Managing
inventory on a daily, weekly, monthly and yearly basis, personally, actual counting and
encoding on the computer using Microsoft Office. Has the knowledge about Micros
System. Data entry, managing files and coordinating between different department on a
daily basis and has strong customer service skills.
➢ Transcom Philippines – Customer Service Representative/Junior Supervisor
September 2012 – April 2013
Following up with customers to ensure their issue has been sufficiently resolved, meeting
with customers by telephone to provide further information about products or services if
the matter has not been adequately resolved, taking orders, opening or closing accounts,
and gathering all necessary information regarding complaints or matters that need further
attention.
Receiving calls that is concerned more about the bills in phone, cable and internet
especially soft disconnected customers and issues related to the services. Properly
handling customers in payment using credit card, debit card and checking accounts over
the phone and ensuring that services are being reactivated before the call is finished.
Has the experience in taking up supervisor calls as back-up floor support if the customer
is requesting. Negotiating and compromising so that customer will be able to meet their
wants and needs regarding their services.
SPECIAL TRAINING / SEMINAR ATTENDED
➢ 2011 On-the-Job Training
Social Security System Bacolod
➢ 2011 On-the-Job Training
MF Computer Solutions Bacolod
➢ 2012 On-the-Job Training
BCG Computers Bacolod
➢ 2010 3rd National ICT (Information and
Communication Technology) Summit
L’fisher Hotel Bacolod
➢ 2010 11th Western Visayas Information
Technology PSITS Negros Occidental
Congress: “Log in to the Next Generation
Business Inn Hotel Bacolod
➢ 2011 Computer Studies Tech Week:
University of St. La Salle
DEVCON
Google Map Up,
IBM: Information Security
Microsoft
Cube Pixels: Business Graphics
➢ 2011 Networking Fundamentals
➢ 2015 Kempinski Fundamentals
CHARACTER REFERENCE
University of St. La Salle
Kempinski Hotel Saudi Arabia
Wilfredo Nolasco Jr.
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Supervisor / Team Leader
iQor Philippines
Darell Doneza
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Supervisor OIC
iQor Philippines
Mohamed Ali
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Assistant Manager
Burj Rafal Kempinski Hotel – Riyadh
David Trinio Jr.
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Supervisor OIC
iQor Philippines
Sea View Resort & Spa -Thailand
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Front Office - Management
Sea View Resort & Spa – Thailand
Jeffrey Barbosa
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Food & Beverage Supervisor
Burj Rafal Kempinski Hotel – Riyadh
