This document is an internship report submitted by Leemar H. Windo to fulfill the requirements for a Bachelor of Science in Information Technology degree. It provides information about Windo's internship at SITEL, an international business process outsourcing company. The report summarizes Windo's duties as a customer service representative assisting customers with orders and issues. It also outlines technical and soft skills learned, such as communication, problem solving, and computer skills. Recommendations are made to provide interns with networking opportunities. Advice is given to future interns to research the company beforehand to ease their transition.

1. College of Information Technology and Computer Science
University of the Cordilleras
INTERNSHIP
at
SITEL
In Partial Fulfillment of
The requirements for
Bachelor of Science in Information Technology
Submitted by:
Leemar H. Windo
Submitted to:
Ms. Anna Rhodora Quitaleg
January 12, 2016

2. I. Background of the Company / Company Profile
As of January 30, 2007, SITEL Corporation was acquired by SITEL Worldwide
Corporation. SITEL Corporation provides business process outsourcing services. It
offers customer care, technical support, retention, acquisition and sales,
transaction processing, back office, and professional services. The company also
provides collection services, such as pre-and post-charge-off collections, fraud
identification, credit card activation, property recovery, skip tracing, pre-
litigation, dormant judgment, pending bankruptcy, small balance, and distressed
portfolio. In addition, it offers practical advice in various areas, including
performance improvement, operational audits, workforce planning, process re-
engineering, bespoke training programs, e-learning, blended training, and
coaching and mentoring.
The company serves automotive, financial services, energy and utility,
insurance, media and entertainment, telecommunications, retail and consumer
products, government, healthcare, Internet service provider, media services,
technology, wireless, and travel and tourism industries and markets. SITEL
Corporation was founded in 1985 and is based in Nashville, Tennessee with a call
center facility in Oak Ridge, Tennessee. The company has locations in Australia,
Belgium, Brazil, Brazil, Bulgaria, Canada, Chile, Colombia, Denmark, France,
Germany, India, Ireland, Italy, Mexico, Morocco, the Netherlands, New Zealand,
Nicaragua, Panama, the Philippines, Poland, Portugal, Singapore, Spain, the
United Kingdom, and the United States.
II. Practicum Program
As a trainee we are assigned as a customer service representative, taking
in calls with the American customers and giving them the best option with the
problems that they have encountered which are ordering online, credit and
service recovery. We do assist customers with their orders over the phone while
we talk to the customer and use our tools to order the items that they wanted to
order. As for the credit and service recovery we need to transfer the customers
with the credit department for the customers problem with their credit card and
for the packages that wasn’t received or lost we have to use our tools and the
system that we use for recovery.
III. Technical and Soft Skills Learned
I’ve learned a lot of things in working at SITEL, first they provide us some of
the basic information on how or what will be the things that will be doing while
we are in the company at that time they share and impart their knowledge on
how to properly handle a call to provide them the best customer service and to
resolve the problem of the customer. I’ve also learned that we need to be calm
and firm while speaking to our customers so we can provide them the best
customer service that they should have in doing this we need to have this things
like outgoing and energetic attitude, good listening skills, multi-tasking ability
excellent problem-solving capabilities and computer experience this things are
the skills that I have developed while I am in this company.
IV. Recommendations for further improvement of the Company’s Internship
Program.(if any)
Ask students if there are specific areas they would like to learn. When
possible, arrange “personal learning opportunities” for one on one discussion with
company executives and key customers to help them begin building their
professional network, provide professional networking opportunities to
help students gain additional insights into this career and also
increase future employment contacts.
V. Advise to future interns
Research the company beforehand - this is an important thing to do before
starting an internship, it’s important to do this before the interview, as well. Your
supervisors will be happy that you up to date on the company’s current events

3. so that saves them time have to explain it to you. Become aware of the services
they provide and any software they may use and try to familiarize yourself with it
before starting. This shows you took initiative in exploring the company on your
own and it will ease the transition into becoming an intern.
Note:
** NOTE that your output will be a basis of your class standing for your final grade.
Observe proper format. Check your grammar and spelling. Expound on your
sentences and be accurate. Attach relevant documents if necessary.

4. General Internship Report Format
All students undergoing internship are required to submit a soft bounded written
report one week before the scheduled final examination. The content of the soft-
bounded report is as follows:
Title Page
Table of Contents
Part I : Internship Written Report
Part II : Compilation of Weekly Progress Report
Part III : Relevant Documents
 Endorsement Letter
 Waiver
 Acceptance Letter (if any)
 Certificate of Completion
 Evaluation Form (From Immediate Supervisor)
 Job Description
Addendum for Internship 1, and Internship(9 units):
 SSS Form E1
 NBI Clearance
 Photocopied NSO Birth Certificate