There are thousands of graduates from hundreds of universities and colleges every year
HoaSen University TA081 Supervisor’s Remark ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… ………………………………………………………………………………… i Internship Report 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 ii Internship Report HoaSen University TA081 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 teamworking 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 iii Internship Report HoaSen University TA081 TABLE OF CONTENT Supervisor’s Remark i ABSTRACT .ii ACKNOWLEDGEMENTS iii TABLE OF CONTENT iv I INTRODUCTION II ORGANIZATION a Company Profile b Introduction c Knowledge and Experience in Referring Students d Organization Structure III ASSIGNMENTS Call center handling b Customers welcoming c Suppliers dealing d Documents translating .10 e Recruitment supporting .10 f Office skills using 10 IV EVALUATION 11 V RECOMMENDATION 12 VI CONCLUSION 13 REFERENCES v iv Internship Report HoaSen University TA081 APPENDIX .vi v Internship Report HoaSen University I TA081 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 Internship Report HoaSen University II TA081 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 3925 6731/ 3925 6732 Fax: +84 925 6732 Representative Office Tran Dai Nghia Gifted School 20 Ly Tu Trong St, District Ho Chi Minh City, Vietnam Telephone: +84 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 Internship Report HoaSen University Director: TA081 Ms Nguyen Hong Ha Email: ha.nguyen@studylink.org Important Note: Chi Minh All correspondence and student applications are handled by Ho 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… Internship Report HoaSen University TA081 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 years’ experience in service sector and 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.) Internship Report HoaSen University TA081 d Organization Structure Internship Report HoaSen University III TA081 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 Internship Report HoaSen University TA081 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: Internship Report HoaSen University TA081 • 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 Internship Report HoaSen University TA081 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 Internship Report HoaSen University TA081 d Documents translating The company cooperates with many of schools, colleges and university from the UK, the US, Australia, Canada, New Zealand, Singapore, etc Before sending student’s profile to these institutes, we translate all the documents into English language Sometimes I helped the C.Os to translate several pages of document such as transcript, study plan, etc This task is suitable to my major and helps to improve my translation skill e Recruitment supporting Our company is lack of officer and we are recruiting I got the general recruitment information from HR Department and post them on some forum and recruitment websites There are many applicants sending their CV to the company to be interview I would let them take a translation test and sent the result to our HR manager and Director to consider After that, I would set the time for applicants to be directly interviewed with our Director f Office skills using I usually supported the staff with photocopying, scanning, printing or faxing documents I did not know how to use them at the first time, and I asked for instruction The more I use them, the quicker I am Besides, I also typed the customers’ information after the seminars I have learnt this skill at university, so I deal with this without problems 10 Internship Report HoaSen University IV TA081 EVALUATION Through the internship, I could evaluate myself as below Strengths: • Being able to adapt with new environment rapidly • Being sociable with every colleague • Willing to support the staff • Having good communication skill • Being active, enthusiastic, having a sense of responsibility Weaknesses: • Not flexible enough in some specific situations • My face expression is quite stern • Lack of professional knowledge The company environment: • Professional working environment • Friendly and responsible staff • Active and effective Board of Director 11 Internship Report HoaSen University V TA081 RECOMMENDATION A lot of students not know what they will at the internship company I suggest that before sending students to the company, students should be trained for some information and skills that are necessary The date that is arranged for students to come back and give reflection is at official time That maybe causes problem for students because they have to get absence permission from the company 12 Internship Report HoaSen University VI TA081 CONCLUSION An eight-week internship is not a long period However, it is really a useful time for me to practice myself and learn new things The working environment is not as simple as what I imagine, which caused me worried at the first time Then, the more I worked at the company, the more I found interested in it Working in a professional environment and with friendly, knowledgeable colleagues, I was supported much so that I could improve my team-working manner, communication skill, negotiation skill and time management Especially, being trained at the company, I sometimes had chances to use my English when welcoming representatives from foreign schools After the internship, I find out that I love this environment and I may get a job in this area To get this target, I am going to return HoaSen University and get more knowledge, preparing for my future job I would like to give many thanks again to HoaSen University and StudyLink International that have given me a chance to train myself and orient me to my future profession 13 Internship Report HoaSen University TA081 REFERENCES www.studylink.org v Internship Report HoaSen University TA081 APPENDIX Following are some pictures of StudyLink International and the staff vi Internship Report ... lack of officer and we are recruiting I got the general recruitment information from HR Department and post them on some forum and recruitment websites There are many applicants sending their... 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... 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