REPUBLIC OF THE PHILIPPINES

CEBU TECHNOLOGICAL UNIVERSITY

TUBURAN CAMPUS:
Tuburan, Cebu

url: http://www.ctu.ph/tuburan

email: tuburan@ctu.ph

Telephone / Fax No. (032) 463-9313

DAILY/WEEKLY/MONTHLY PERFORMANCE REPORT

Name of Student Trainee
Course Year & Major
Cooperating Industry
Department Assigned
Summary of Activities:

:
:
:
:

LYRA M. QUILATON
BSIT IV COMPUTER TECHNOLOGY
CONVERGYS CORPORATION |Inclusive Date:
PRODUCTION (Microsoft account)
Learning /Insights:

OJT Form 6
October 2012

From: MAY 11, 2015

To : MAY 31 , 2015

- MONTH OF MAY * We took our Communication Training (at

CTU-Tuburan).
* Familiarize basic steps in call handling.
* Familiarize basic issues in call handling.
* Was taught grammar and sentence
construction during Communication Training.
* Did sample mock calls
* Preliminary mock calls.
* Did Final mock call
* Arrival in Cebu city.
* Toke medical exams
* Toke the Keneksa training
*Official start of our training for taking calls and
what product we are going to support.

This month seems to be very strange, new

environment, new challenge and the
beginning of my OJT. In this month, its more
on grammar practice. I learned new unfamiliar
words, pronunciation and proper sentence
constructions.
Very confusing if I can make this OJT done
taking this another step.
I learned also what it takes to be a call center
agent and able to adjust it.

Prepared by:
LYRA M.QUILATON
Student Signature Over Printed Name
CA Remarks:

PROF. SERGIO MAGPUYO JR.

Signature Over Printed Name
OJT Chairman/Supervisor Remarks:

KEVIN JOSEPH MIRASOL

Signature Over Printed Name

REPUBLIC OF THE PHILIPPINES

CEBU TECHNOLOGICAL UNIVERSITY

TUBURAN CAMPUS:
Tuburan, Cebu

url: http://www.ctu.ph/tuburan

email: tuburan@ctu.ph

Telephone / Fax No. (032) 463-9313

DAILY/WEEKLY/MONTHLY PERFORMANCE REPORT

Name of Student Trainee
Course Year & Major
Cooperating Industry
Department Assigned
Summary of Activities:

:
:
:
:

LYRA M. QUILATON
BSIT IV COMPUTER TECHNOLOGY
CONVERGYS CORPORATION |Inclusive Date:
PRODUCTION (Microsoft account)
Learning /Insights:

OJT Form 6
October 2012

From: JUNE 01, 2015

To : JUNE 30,2015

- MONTH OF JUNE* Continuation of Product Service Training.

*
Identifying
issues
under
Paid,
Complimentary, and Warranty service.
* Trained technical issues, resolution and
process.
* Trained how to handle customers properly.
* Did mock calls as well.
* Took assessments with regard to common
issues with Windows Vista, Windows 7,
Windows 8 and 8.1.
* Trained for good call handling.
* Familiarize things on how to handle irate
customers.
* Familiarize things in order to meet customers
satisfaction.

During
this
month,
its
more
on
troubleshooting process.
Learned troubleshooting with regard to
viruses and malware issue whether
automated or manual removal. I also learned
activation process in order to have genuine
copy of operating system. I now fully
understand version of Windows whether it is
Windows Vista, 7, 8 and 8.1.
Learned differences between version of
windows and edition.
Though during our training we found it hard to
fully understand things well, but still we were
able to.

Prepared by:
LYRA M.QUILATON
Student Signature Over Printed Name
CA Remarks:

PROF. SERGIO MAGPUYO JR.

Signature Over Printed Name
OJT Chairman/Supervisor Remarks:

KEVIN JOSEPH MIRASOL

Signature Over Printed Name

REPUBLIC OF THE PHILIPPINES

CEBU TECHNOLOGICAL UNIVERSITY

TUBURAN CAMPUS:
Tuburan, Cebu

url: http://www.ctu.ph/tuburan

email: tuburan@ctu.ph

Telephone / Fax No. (032) 463-9313

DAILY/WEEKLY/MONTHLY PERFORMANCE REPORT

Name of Student Trainee
Course Year & Major
Cooperating Industry
Department Assigned
Summary of Activities:

:
:
:
:

LYRA M. QUILATON
BSIT IV COMPUTER TECHNOLOGY
CONVERGYS CORPORATION |Inclusive Date:
PRODUCTION (Microsoft account)
Learning /Insights:

- MONTH OF JULY*Microsoft engagement party for interns

*A tour in production floor and testing the tools
*Creating own scripts.
*Final mock calls and after what should be
done better.
*Graduation of PST
*Introduced to our team lead and tech coach
*Started taking calls for the first 4 hours of the
shift and teach back after .
*Discussion about sales.
*Discussing about what problems we
commonly encounter and possible solutions.
*Taking calls for the whole shift.
* Discussing process of escalations
*Release of Windows 10

OJT Form 6
October 2012

From : JULY 01, 2015

To
:JULY 31, 2015

In this month I learned what are the things

that needed to be an effective customer
support representative .Learning the usage of
the tools , handling customers with different
attitude , whether they are irate or super good
, learning the process of handling customer in
the Microsoft account .
I also learned how to escalate case to a Level
2 technician or what so called Research
Team to follow up case which was not
resolved by the Level 1 technician.
Yes, it is a little bit pressured and stressful but
it is fun learning new things.

Prepared by:
LYRA M.QUILATON
Student Signature Over Printed Name
CA Remarks:

PROF. SERGIO MAGPUYO JR.

Signature Over Printed Name
OJT Chairman/Supervisor Remarks:

KEVIN JOSEPH MIRASOL

Signature Over Printed Name

REPUBLIC OF THE PHILIPPINES

CEBU TECHNOLOGICAL UNIVERSITY

TUBURAN CAMPUS:
Tuburan, Cebu

url: http://www.ctu.ph/tuburan

email: tuburan@ctu.ph

Telephone / Fax No. (032) 463-9313

DAILY/WEEKLY/MONTHLY PERFORMANCE REPORT

Name of Student Trainee
Course Year & Major
Cooperating Industry
Department Assigned
Summary of Activities:

:
:
:
:

LYRA M. QUILATON
BSIT IV COMPUTER TECHNOLOGY
CONVERGYS CORPORATION |Inclusive Date:
PRODUCTION (Microsoft account)
Learning /Insights:

- MONTH OF AUGUST*change schedule ( night shift)

*Continue taking calls for the whole shift.
* 1 sale for me.
*Teach back after the shift for the common
windows 10 issues encountered by customers
* Discussion for the call flow that are needed to
use in taking calls.
*Discussion of our scorecards
*Discussion of managing our AHT and ACW.
*Proper coding and tagging of cases.
*Discussion of activation issues and possible
resolutions.
*Working on our QOS (Quality of service).
*Coaching.

OJT Form 6
October 2012

From: AUG 1, 2015

To : AUG 31, 2015

This month is really challenging due to the

release of Windows 10 and a lot of customers
are encountering problems after the upgrade
that has no resolution. It is we who are
looking for the resolution, but the good thing is
we do have our support that is willing to help
us. And I learned also how to properly tag the
case and possible resolutions for the issue.
Learning also to dont be afraid in pitching the
services for paid cases and managing also
our calls to protect our score card. It is also a
nice feeling when you receive surveys from
your customer that are satisfied of the service
that youve given, everything is a working
progress for this month.

Prepared by:
LYRA M.QUILATON
Student Signature Over Printed Name
CA Remarks:

PROF. SERGIO MAGPUYO JR.

Signature Over Printed Name
OJT Chairman/Supervisor Remarks:

KEVIN JOSEPH MIRASOL

Signature Over Printed Name

REPUBLIC OF THE PHILIPPINES

CEBU TECHNOLOGICAL UNIVERSITY

TUBURAN CAMPUS:
Tuburan, Cebu

url: http://www.ctu.ph/tuburan

email: tuburan@ctu.ph

Telephone / Fax No. (032) 463-9313

DAILY/WEEKLY/MONTHLY PERFORMANCE REPORT

Name of Student Trainee
Course Year & Major
Cooperating Industry
Department Assigned
Summary of Activities:

:
:
:
:

LYRA M. QUILATON
BSIT IV COMPUTER TECHNOLOGY
CONVERGYS CORPORATION |Inclusive Date:
PRODUCTION (Microsoft account)
Learning /Insights:

OJT Form 6
October 2012

From: SEPT. 1, 2015

To : SEPT. 30, 2015

- MONTH OF SEPTEMBER *1st week continue taking calls

* We are transferred to different LOB
- from phone to chat
*Change schedule of RD and the duty.
*Observing tenured agent for 4 hours before
taking chat.
*Giving of scripts that we can use.
*Familiarizing the new tools.
* 1 week taking chat with 1 customer
*Taking chats and handling 2 customers at the
same time.
*We have new support.
* Teach back after the shift.
*TL is on leave.
*Discussing of QOS and proper tagging of
cases.
*Coaching

In this month ,I learned a lot of things , like

being flexible and accepting the challenges
that came , because business in Convergys
requires this .Learned also the big
differences in phone and chat especially in
the number of surveys that we receive and
the processes also, and starting to learn
standing alone because our TL is on leave.
Multitasking also is a skill that are needed in
this line of business, I learned also the
consistency in following the chat flow and
doing what should you do if you are in chat. It
is challenging in my part because another
adjustment to make but I somehow manage
it.

Prepared by:
LYRA M.QUILATON
Student Signature Over Printed Name
CA Remarks:

PROF. SERGIO MAGPUYO JR.

Signature Over Printed Name
OJT Chairman/Supervisor Remarks:

KEVIN JOSEPH MIRASOL

Signature Over Printed Name

REPUBLIC OF THE PHILIPPINES

CEBU TECHNOLOGICAL UNIVERSITY

TUBURAN CAMPUS:
Tuburan, Cebu

url: http://www.ctu.ph/tuburan

email: tuburan@ctu.ph

Telephone / Fax No. (032) 463-9313

DAILY/WEEKLY/MONTHLY PERFORMANCE REPORT

Name of Student Trainee
Course Year & Major
Cooperating Industry
Department Assigned
Summary of Activities:

:
:
:
:

LYRA M. QUILATON
BSIT IV COMPUTER TECHNOLOGY
CONVERGYS CORPORATION |Inclusive Date:
PRODUCTION (Microsoft account)
Learning /Insights:

OJT Form 6
October 2012

From: OCT. 1, 2015

To : OCT. 31, 2015

- MONTH OF OCTOBER*Continue taking chats with 2 customers.

*Teach back after the shift
* Coaching .
*Discussing our aht and wrap up minutes

Prepared by:
LYRA M.QUILATON
Student Signature Over Printed Name
CA Remarks:

PROF. SERGIO MAGPUYO JR.

Signature Over Printed Name
OJT Chairman/Supervisor Remarks:

KEVIN JOSEPH MIRASOL

Signature Over Printed Name