HoaSen University TA081
Supervisor’s Remark
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HoaSen University TA081
ABSTRACT
There are thousands of graduates from hundreds of universities and colleges every
year. Therefore, the amount of students who are ready to apply for a job is so much.
The raised question is how we can compete with others for a good job in this severe
life. Besides the professional knowledge from books and lectures, students should
have practical skills and get more experience from real life. Hence, the internship is a
wonderful pattern for us students to get chance from life and to train ourselves. With
a short internship period, students are able to:
• Apply the knowledge obtained from school to specific cases at the company.
• Get experience and new knowledge through practical assignments.
• Self-train and practice the working style and communication manner in a
professional and real working environment.
• Get perfect for our skills, knowledge gained from school.
From the first days I studied at HoaSen University, I have been looking forward to
the first internship period. I have studied theories so much, and the internship is a
chance for me to practice them. Actually, the working environment is not as easy as I
think. I have faced many difficulties at StudyLink International Co. Ltd. for the first
time I was a trainee there. However, that is also my luck; I have learnt much from
what I have experienced at the company. Especially, StudyLink is a wonderful place
for me to train my communication skill, time management skill, etc.
In conclusion, through this internship, I have achieved a lot that helps me to well
equip for my future career.
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ACKNOWLEDGEMENTS
The internship has gone by fast, but I have achieved much. I have worked in a
professional environment, with friendly colleagues, and excellent leaders.
I would like to express my most sincere and deepest gratitude to:
StudyLink International Co. Ltd. – the company has given me a chance to work in
such a professional environment and train myself.
Ms. Nguyen Hong Ha – Managing Director – who accepted me to be a company’s
trainee and taught me many useful things.
Ms. Le Thi Hong Trang – Finance and Human Resources Manager – my supervisor
who gave me a chance to work at a wonderful position and always supported me with
new things.
Ms. Dong Thuy Cam – Finance and Human Resources Officer – my supervisor who
directly instructed me during the internship and gave me valuable experience to be
worked with.
All staff who have supported me to complete my tasks and taught me with team-
working.
Particularly, I would like to give my warmest thanks to Mr. Huynh who has
instructed me during the internship; and to HoaSen Universtity’s professors who have
taught me solid knowledge and useful skills so that I can apply to my internship.
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TABLE OF CONTENT
Supervisor’s Remark i
ABSTRACT ii
ACKNOWLEDGEMENTS iii
TABLE OF CONTENT iv
I. INTRODUCTION 1
II. ORGANIZATION 2
a. Company Profile 2
b. Introduction 3
c. Knowledge and Experience in Referring Students 4
d. Organization Structure 5
III. ASSIGNMENTS 6
1. Call center handling 7
b. Customers welcoming 9
c. Suppliers dealing 9
d. Documents translating 10
e. Recruitment supporting 10
f. Office skills using 10
IV. EVALUATION 11
V. RECOMMENDATION 12
VI. CONCLUSION 13
REFERENCES v
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APPENDIX vi
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I. INTRODUCTION
I have worked at StudyLink for eight weeks and this was a wonderful time period for
me. The internship is long enough for me to recognize differences between theories I
have learnt and practical assignments at the company, and how to apply these
theories.
At the company, I was positioned at the Front Office Management, working as a
receptionist. I would support the receptionist with handling phone calls and
welcoming guests.
This report describes all of tasks I have done during my internship. It is a record of
my achievements – what I got as well as recognitions about difficulties and problems.
Through the internship, I completed the common purposes that HoaSen University set
up. I have used my knowledge of language in communicating; and I have also applied
office skills to deal with the company’s equipment. The company is a service one that
demanded all the staffs cooperate together. The environment trained me for
teamwork. Besides, I have experienced and trained impersonal skills that will able to
give me a chance to find the right way to my future career.
However, I have had some difficulties that I could not improve. This is the first time I
worked in such a professional environment, so I was not flexible enough in some
specific situations. In addition, my face expression was quite stern that should be
improved for the position of a receptionist.
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II. ORGANIZATION
a. Company Profile
Company Name: StudyLink International Co Ltd
Registration No: 410202 6499 at Department of Planning & Investment, Ho Chi
Minh City
Head Office: 219 bis Nguyen Thi Minh Khai Street, District 1, Ho Chi Minh
City, Vietnam
Telephone: +84 8 3925 6731/ 3925 6732
Fax: +84 8 925 6732
Representative Office Tran Dai Nghia Gifted School
20 Ly Tu Trong St, District 1
Ho Chi Minh City, Vietnam
Telephone: +84 8 66731810
Representative Office: 74 Pasteur St, Da Nang, Vietnam
Telephone: +84 5113 825704
Fax: +84 5113 653859
Melbourne Office: Suite 18,7-9 Leeds St, Footscray VIC 3011, Australia
Telephone: (61 3) 9687 5358
Fax: (61 3) 82560136
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Director: Ms Nguyen Hong Ha
Email: ha.nguyen@studylink.org
Important Note: All correspondence and student applications are handled by Ho
Chi Minh City Office only.
b. Introduction
StudyLink International is a proprietary operating in Ho Chi Minh City, specializing
in international education consultancy and education project management.
Partnering with a fast growing number of top local high schools and language centers
in Ho Chi Minh City, StudyLink opts to service good academic students whose
families are serious about furthering education in US, Canada, UK, Australia, New
Zealand, Singapore and Swissland.
StudyLink International maintains its network of associated student services
representatives in Los Angeles, Texas, Montreal, Sydney, Melbourne, Adelaide,
Perth, Brisbane, Auckland and Singapore, who assist students with arrival orientation
and ongoing welfare support.
In addition to the Study Abroad business, the company offers Training Solutions to
corporate and public clients who require international standard training programs to
upgrade their soft and hard skills for working and studying.
Courses currently run by StudyLink include: Health Safety and Environment (HSE),
Project and Process Mapping, Stock Market Analysis and Investment, Problem
Solving and Leadership, Presentation Skills, Customer Services, English for Specific
Purposes….
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c. Knowledge and Experience in Referring
Students
The Chairperson and Director of the company is an Australian alumnus who is an
expert in international education recruitment since 1997. She held important positions
with large recruitment companies and has built the promotion and sales session of
those companies to very successful and well-known operations. Her track record
encompasses Student Manager, Bourne Griffiths (1997-1998); Student Recruitment
and Promotion Manager, IDP Education Australia (1998-2001); Deputy Director,
Business Development, Australian Education International - the government
education export agency of Australia (2001-2003); and Director, ETSC Education
(Vietnam USA Society English Training Service Center) (2003-2005). She is
currently the Chairwoman of the Vietnamese Graduates from Australia Club – Ho
Chi Minh Chapter, the largest English speaking alumni club in Vietnam.
The Manager - Student Services, is a Russian alumnus who had 6 years’ experience
in service sector and 5 years’ experience in international education consultancy. She
has been involved in senior executive positions in large recruitment organizations
including IDP Education Australia (1998-2002), ILA Vietnam (2002-2003) and
ETSC Education (2003-2005). She has won the honorary Australian Education
Specialist Award for the best Australian Education Counselor in 2004, the only prize
awarded to Australian education consultants by Australian Education International in
the South of Vietnam.
(The complete profile is supported by the Marketing Department.)
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d.
Organization
Structure
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III. ASSIGNMENTS
I was positioned in the Finance and HR Management of StudyLink International
Company Limited. I have played in role as a Receptionist.
My tasks:
Call center handling Receiving and making phone calls, noting down customers’
information.
Customers welcoming Welcoming customers, asking for information, giving
assistance.
Suppliers dealing Dealing with suppliers for service.
Documents Translating Translating some documents relating to abroad study.
Recruitment supporting Supporting HR Department to test applicants, arrange the
interview’s time.
Office skills using Typing documents
Using the fax machine
Using the scan machine
Using the photocopy machine
Using the printer
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1. Call center handling
This is the main assignment I was in charge of at the first time I began my internship.
Call center plays a significant role at StudyLink. Because of the characteristics of a
consultancy company, besides consulting directly at the company, StudyLink’s
counselors usually give advices through phone calls.
Customers of the company come from everywhere around Vietnam, not solely in Ho
Chi Minh City. Customers in the city come to the company and have a direct talk
with the counselors. However, a lot of customers live in faraway provinces and cities
such as Da Nang, Binh Duong, Dong Nai, Dong Thap, Tra Vinh, Binh Phuoc, Vung
Tau, Ha Noi, etc. Therefore, they usually call to the office and demand to talk with
their counselors or C.O (case officers).
The company’s call center has fifteen extensions. A receptionist has to remember
these extensions and the counselors’ name to quickly support the customers.
Call center is also used to connect to the company’s suppliers.
Playing the role as a receptionist, my main tasks are receiving and making phone
calls. I listen to the customers’ demands and answer their questions if I can, or I will
transfer to the right counselors and C.O. Sometimes the people in demand are
unavailable; I need to ask for information, what the customers need, how important
the cases are. Then, I note down and send to the right people who may work with the
cases or give a memo to the responsible counselors.
Besides receiving phone calls, I make some dialing as well. My daily task is making a
phone to ask for foreign currency exchange rate. Sometimes I dial to our suppliers
and call for computer maintenance center.
Difficulties/ Problems:
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• Missing information. Some first days I was in charge of this position, I was
not used to the way of receiving a call and asking for information from
customers. I was lack of some important questions and directly transfer the
call to the counselors.
• A lot of extensions. Our company has totally fifteen extensions that was so
much for me to remember. I was supposed to remember all of the counselors’
and C.Os’ names through their extensions within several hours of the first day.
I had made a lot of mistakes in transferring the calls, and I dealt with the call
center slowly.
• Strict customers. Some customers insisted to get the phone number of our
Director while I had no right to give.
• Calls coming at the same time. I handled three phones of Front Desk.
Whenever our company had seminars, I would receive and save the attendants’
information. At that time, all of other phones rang while I was keeping one. I
found it so difficult to answer phone calls with my both hands.
Achievements:
• Communication skill through phone calls. I learnt how to change my tone to
please the customers and make them comfortable. If other companies called to
introduce their products, I would politely refuse and told them send all the
information via email.
• Time management skill. I was asked to take all of the calls perfectly, so I
should quickly get the customers’ demands and complete the call to take
another.
• Abroad study knowledge. Through questions of the customers, I partly knew
about some cases of studying abroad and about tasks of our staff.
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b. Customers welcoming
Customers living in the city usually come to our company to get direct advices from
counselors. My task is welcoming and asking for information from customers. Then I
send their cases right people.
Difficulties/ Problems:
• Many customers coming at the same time. Our company is attracted by a lot of
customers which sometimes causes me problems. While I was instructing
some customers to our counselors, others came to the door.
Achievements:
• Communication skill. I welcome guests every day that gave me a chance to
improve my communication skill. I knew how to smile to the customers and
how to make them comfortable.
• Problems management. Some customers were angry because some problems
happened with their cases or they could not call their counselors. I would
gently explain and promise to work out with their cases.
c. Suppliers dealing
On behalf of my supervisor, I called for stationery supplier, ordered some kind of
stationery.
In this relation, my company is a customer. Therefore, I know what customers want
and how to meet the customers’ needs. Through this task, I understand how to satisfy
our customers and how to deal with unforeseen situation, avoid our customers’ anger.
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