Republic of the Philippines

UNIVERSITY OF RIZAL SYSTEM

Binangonan, Rizal

NARRATIVE REPORT

in

PRACTICUM 1 – WORK INTEGRATED LEARNING

Submitted by:

ANTONETTE E. BAUTISTA
BSBA major in Financial Management

Submitted to:

MA. LINDA R. FERNANDEZ, DBA

SIPP Coordinator

December 2023
CERTIFICATE OF COMPLETION
 ACKNOWLEDGEMENT

The Proponents humbly convey their heartfelt thanks and gratitude to.

Prof. JEFFREY M. AZOR, MM, English Critic and Research Professor, for his support and giving the

researchers a great patience, and encouragement to fulfill this study by sharing his experience and

expertise;

Prof. EUSEBIO OLIVA JR.,MM, Feasibility Adviser, for his un-doubtful advice, incessant patience,

valuable suggestions for the organization of this study;

Prof. SAM CEDRICK CALITES, MM, Accounting Mentor, for helping the proponent and sharing his

expertise in accounting;

Prof. JONAS D. YNARES, MBA, Chairman of the Panel for his patience in checking the manuscript

and giving ideas;

The proponent would like to express my deepest gratitude to my professors, for giving the opportunity

to make this study as part of my continuous search for knowledge.

To my Alma Mater, the University of Rizal System Binangonan that served as my second home,

professors, deans, and staff for their guidance and support.

To the proponent's parents, for their unceasing financial support, motivating and loving words.

The proponent would also like to thank everyone who helped me in a big or small way particularly to

my classmates and friends contributing to the success of this project.

Above all, to the Lord Almighty, for his blessings-guidance, wisdom, love, and passion which in unison

made the proponents to have a copious perseverance and dedication to pursue their study.

The Proponents
 DEDICATION

This Narrative report is what I will consider as a life's work. Through passion, dedication, and

commitment, I were able to produce an idea were the researchers and their respondents will both

benefit. I dedicate this work to our beloved family, for the unending love and support in what we do

since we began our step in this journey up to the finale. To my friends, for serving as the cheer

leaders and motivators as when that time came that we were losing hope. To the persons who

contributed and helped me in creating this work, I also dedicate this to you all. And above all else, I

dedicate this work to the Almighty Father who never let me down and gave me strength, hope, and

guidance throughout the entire journey in creating this work.

Antonette Bautista
 TABLE OF CONTENTS

Part I

Title Page.................................................................................................... i

Certificate of Completion .............................................................................ii

Acknowledgement........................................................................................iii

Dedication ...................................................................................................iv

Table of Contents ........................................................................................v

Part II

Introduction ..................................................................................................1

Description of Cooperating Agency/Company .............................................3

Narration of Experience.................................................................................5

Problems Encountered..................................................................................17

Conclusion ....................................................................................................18

Recommendations ........................................................................................19

Professional Readings ..................................................................................25

Bibliography ..................................................................................................26

Appendices ...................................................................................................27

Curriculum Vitae............................................................................................43
Introduction

A form of job instruction known as “on-the-job training” (OJT) happens right at the workplace.

In the same work environment, the learner, who may lack experience, performs job activities or

watches an experienced employee perform them. As they acquire the knowledge, abilities, and

competences necessary to carry out their work function, the learner gets the chance to use actual

machinery, equipment, tools, processes, and procedures.

The focus of OJT is experiential learning, which means that we gain knowledge via practical

application. This approach to learning has the potential to be very successful since it lets us use our

knowledge and abilities in practical settings. OJT exposes us to the company’s basic values, mission,

and vision, in addition to teaching them how to apply their knowledge and abilities. As a financial

management student, on-the-job training is important to us. It is one of the most effective and widely

recognized methods for imparting to us students the abilities and know-how required to function in a

workplace. It helps me, as a student, gain the skills and knowledge needed to work in a professional

environment.

I need to comply with the course or subject because this is one of the steps I need to take to

graduate and get my diploma. Before graduating, we typically gain academic knowledge and

specialize in certain areas. Our career growth is facilitated, and these skills are strengthened through

OJT. It’s helping us to improve our skills and knowledge for the future and how we apply them in our

daily lives.
Description of cooperating agency/company

Figure 1. Startek Philippines Inc.

StarTek, a Denver-based company, offers process management outsourcing services to major

corporations in the telecommunications and computer industries. The company provides services

such as supply chain management, provisioning management, customer care, product and technical

support, and e-commerce fulfillment. StarTek maintains 20 North American operational facilities,

seven of which are in Canada. The company also owns Domain.com, a subsidiary that owns several

Internet domain names.

 StarTek is a leading global provider of technology-enabled business process outsourcing

solutions, offering omni-channel customer experience management, back office, and technology

services to corporations worldwide. With over 45,000 outsourcing experts across 54 delivery

campuses, StarTek aims to deliver transformative customer experiences. Startek has 4 sites here in

the Philippines, it’s located at Pasig City, Makati City, Angeles, Pampanga and Iloilo City. The Vision

of Startek is to bring brands across the globe closer to their customers through memorable, personalized

experiences. Mission is to effectively combine people, technology and data to deliver customer experience

excellence for leading brands, creating value for our customers, opportunity for our people and profitable

growth for our shareholders. And Values is that our associates are central to our mission of combining people,

technology and data to deliver customer experience excellence for leading brands. As a global CX solutions

provider with 38,000 people in 12 countries, our teams come from many different backgrounds with rich and

varied experiences. Our Values unite us, creating a shared set of behaviors that are common to all associates

across Startek regardless of region or role. Our Values work together to guide our decision-making and shape

the experience of our associates, our clients and our shareholders.

And Startek’s Compliance with Laws, Rules and Regulations; Obeying the law, both in letter and in

spirit, is the foundation on which this Company’s ethical standards are built. All employees must respect and

obey the laws of the cities, states and countries in which we do business as well as respect local cultures and

customs. Although not all employees are expected to know the details of these laws, it is important to know

enough to determine when to seek advice from supervisors, managers, Human Resources or other appropriate

personnel as described in Section 15 of this Code. If requested, the Company will hold information and training

sessions to promote compliance with laws, rules and regulations, including insider-trading laws.
Narration of experience

I learned a lot during my first week of the internship, most notably how to interact with a variety

of people. I find it difficult to stand up and express myself because I was an overly shy child. It’s

challenging to interact with various customer types as a customer care representative and use my

voice to explain myself. I’ve discovered that, in any situation, I am the expert, and it is my

responsibility to help the client. Since I am an expert and I am aware of the procedure, I should have

greater patience with them.

The second week was challenging as I had to pass a matrix to set up a service for a customer,

which involved performing a credit check and activating their card. The most challenging part was

card validation, which required me to visit the nearest store if the card was rejected.

In the third week, I encountered a customer who disliked Filipino people due to language

barriers. This experience made me want to enhance my communication and language skills to better

serve their needs and change their perspective on Filipinos.

The fourth week was filled with activities such as customer service week, free lunch, snacks, a

photo booth, and awarding. I was excited about the local Super Hero Cost Play and the game about

processes and updates, which our team won. Overall, the internship provided valuable experiences

and opportunities to improve my communication and language skills.

Fifth week—this is the start of my birth month. What I did for the whole week was assist the

caller with their concern. I also encountered a caller who’s asking for a supervisor on the set of the

call because she wants to express how happy she is with the service. I also received a lot of
promoters this week, and I’m overwhelmed because it means I resolved their concerns in a timely

manner. Lastly, I received a recommendation call. The customer wants to express her gratitude to my

supervisor.

Sixth week, since I started my on-the-job training, I've accomplished a lot of things already, but

the most that I’ll treasure is whenever I resolve customer concerns. I encountered a customer who

was losing hope, but she was still trying to contact us to see if maybe we still had a solution. And yes,

I resolved her concern with the help of my supervisor.

The seventh week, I encountered a customer who had a trust issue. That's why, even though I

do my best to resolve their concerns, they just want to speak to my supervisor to make sure

everything will be handled perfectly. Sometimes, even if you want to assist them if they think that you

are a liar, we are liars. That’s why I always provide assurance to the caller and make sure that they

will feel how happy I am to assist them.

Eight weeks is a lucky week for me. I didn’t expect it, but I got 10 promoters, which really

helped the whole production and my team to be at the top. Despite the uncontrolled surveys, I’m

thankful. I also learned how to handle the call efficiently by following the path to resolution. PTR helps

me know what the next step is to resolve the customer’s concern.

This is my second-to-last week of on-the-job training, and I’m proud of myself because I

learned a lot of things, especially about handling calls in different situations and with different callers.

By following the path to resolution, I received an advance score for our quality advocacy. Even though

there’s negativity, I'm still holding on to the positive situation that’s happening.

In my last week of on-the-job training, I’m sad but at the same time thankful for all the lessons

and experiences. For almost 10 weeks, I have known to myself that I did my part and that I deserved

all the accomplishments. I’m thankful for the environment that they have and the people from their
manager who're approachable to my co-workers. I’ll treasure everything, especially the knowledge

that I discover and that they teach.

Problem encountered

In taking my on-the-job training, I encountered a lot of problems. The first is transportation.

Transportation is one of the problems that I encountered because, from Binangonan to Pasig, there’s

a lot of traffic, and it’s too hustle for me as a commuter. Second, time management. It’s important for

me to manage my time since I have a lot of responsibilities in life as a daughter, a sister, a partner, a

friend, an employee, and a student. Third, communication. The communication that I have with

everyone, especially the customer that I am assisting, is hard for me because one of the reasons is

the language barrier. The fourth problem that I encountered was unresolved issues. As a customer

service representative, it is my responsibility to assist the customer with their concerns, but

sometimes, even if I want to assist them and provide for their needs, if it's all about the policy, I don’t

have any way to assist them. Fifth, background noise. Since I'm on-the-job on site, there’s a lot of

noise in my background. That’s why sometimes I can’t hear the customer. Lastly, there are unfamiliar

scenarios. In my on-the-job training, I encountered a number of unfamiliar scenarios; some problems

have solutions, while others do not.

Conclusion

On-the-job training (OJT) is a crucial aspect for students, as it not only helps them complete

school assignments but also teaches valuable life lessons. The experience I have helped me to

improve socializing, open-mindedness, and consideration of others' emotions and circumstances. It

has also taught me that internships are harder than initially thought, and mastering time management

skills is essential. Despite feeling sleepy in the morning, the experience has forced me to wake up

early and follow my regimen, ultimately leading to my personal growth and improved time

management skills.

My entire time with this company was enjoyable and positive. My coworkers treat me with great

kindness and politeness. They would welcome me in the morning, invite me to join them in purchasing

food during break time, make funny thoughts with me even while I was preoccupied with something

else, and show consideration in the event that I erred. Even for the tiniest favor, they are exceedingly

friendly. I may say that these individuals had a significant role in shaping the person I am today. I am

happy I got to meet them since they never let me feel alone.

During my on-the-job training, I developed practical skills that enhanced my knowledge in the

classroom and gave me a greater sense of readiness for the working world. I can honestly state that

my time at Startek Philippines INC. helped me grow far beyond my previous state of being, and as a

result, I came to understand the significance of on-the-job training for students like myself in a variety

of spheres of life. It assisted me in improving upon who I was.

Recommendation

I would like to recommend the following:

• Always be on time. If you know for yourself that you will face traffic, make sure to go to work as

early as possible.

• Always make sure to manage your schedule, you can use planner if possible.

• Be kind and reliable to your supervisors and Co-workers. Especially customers.

• Learn to listen before you ask or speak to your supervisors. Never complain about the tasks

they give you.

• Make sure you will keep yourself away from noisy backgrounds so that there will be no

problem.

• Always be proactive. Ask anyone if you didn’t understand or if you’re not aware of the problem.
Professional reading

Business and Accounting Students’ Perceptions on Industrial Internship Program

This study examines the opinions of business and accounting students on industrial internship

programs. The survey, conducted at University Sultan Zainal Abidin, Malaysia, consists of 18

statements grouped into four dimensions: Career, Knowledge and Practical Experience, Soft Skills,

and Monetary and Non-Monetary Incentives. The results show that both business and accounting

students prioritize career as the most important dimension, followed by soft skills, knowledge and

practical experience, and monetary and non-monetary incentives. Both students have similar opinions

regarding the industrial internship program. The study aims to provide a deeper understanding of the

knowledge gained through practical experience in the industry.

A plea for quality in internship programmes – evidence from the business and

administration students’ experience.

Business students' careers are significantly influenced by internships and volunteering

activities. These programs help students understand the context of business organizations and

choose the most suitable field for their professional life. However, some internship programs may be

poorly organized, negatively impacting students' perceptions. The study measured the impact of

these factors through multiple regression. The results are relevant not only for academics but also for

students and business organizations, who can improve internship programs and the overall

experience for all stakeholders involved.

 Assessment of the On-the-Job Training Program of Business Administration Students

of Kalinga State University

The study aimed to assess the perception of business students about the effectiveness of the

On-the-Job Training Program at Kalinga State University. The research involved 229 respondents and

used a survey questionnaire. The results showed that students found the program average. Common

issues faced by trainees included task mismatches, lack of supervision, limited time, and inadequate

orientation. The study suggests that the university should improve support, enhance pre-placement

activities, and improve host agency support to develop students' academic, personal, and

entrepreneurial skills. The university should also establish guidelines for choosing host agencies to

ensure the training is relevant and quality. The findings can be used to enhance undergraduate OJT

programs and enhance competitiveness.

On-the-Job Training Program Evaluation of Business Administration and Accountancy

Departments of University of Saint Louis

The study evaluated the implementation of the on-the-job training program in the Business

Administration and Accountancy Departments of the University of Saint Louis, a Northern Philippine

Higher Education Institution. The study involved 142 undergraduate students from government and

private financial and non-financial institutions, with a 100% response rate. The results showed that the

program was effective and well-implemented, preparing students for their future careers. The program

also provided students with exposure to real-life workplace environments and practices, enhancing

their skills and preparing them for their future careers. The study highlights the importance of effective

and well-implemented training programs in the business sector.

Determinants of Internship Effectiveness: An Exploratory Model

The study explores the effectiveness of internships, focusing on the roles of students,

university, and business. It proposes a multistage model of determinants of effectiveness, highlighting

the importance of considering the roles of these actors and the internship process in explaining

student satisfaction. The research, based on Portuguese internship data, offers recommendations for

actions each actor can take to enhance internship effectiveness and suggests suggestions for

researchers interested in identifying these determinants.

Bibliography

https://www.referenceforbusiness.com/history2/87/StarTek-Inc.html#google_vignette

https://investor.startek.com/corporate-profile

https://www.startek.com/about-us/vision-mission-and-values/

https://investor.startek.com/static-files/a81578b9-b7fe-4ac4-9d92-9678eb453b7e

https://images.app.goo.gl/o4PMg6g7ZrqTnXhaA

https://research.com/careers/on-the-job-training

Abu, M. J., ., K. N. C. K. Y., & ., I. M. T. (2011). Business and Accounting Students’ Perceptions

on Industrial Internship Program. Journal of Education and Vocational Research, 1(3), pp. 72-79. DOI:

10.22610/jevr.v1i3.12

https://ojs.amhinternational.com/index.php/jevr/article/view/12

Goia (Agoston), S., Marinaș, C.M. and Igret, R.Ș. (2017), “Aplea for quality in internship programmes

– evidence from the business and administrationstudents’ experience”, Management & Marketing.

Challenges for the Knowledge Society, Vol. 12,No. 1, pp. 49-60. DOI: 10.1515/mmcks-2017-0004

https://sciendo.com/article/10.1515/mmcks-2017-0004
Dawaton, G.C. (2021). Assessment of the On-the-Job Training Program of Business Administration

Students of Kalinga State University. Universal Journal of Management, 9(1), 13 - 19. DOI:

10.13189/ujm.2021.090102.

https://www.hrpub.org/journals/article_info.php?aid=1053

Catacutan, K.J., Tuliao, A.S. (2020). "On-the-Job Training Program Evaluation of Business

Administration and Accountancy Departments of University of Saint Louis," Universal Journal of

Educational Research, Vol. 8, No. 1, pp. 143 - 150, 2020. DOI: 10.13189/ujer.2020.080117.

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Appendix a
Photocopy of Registration
Appendix b

Photocopy of Received Copy of Recommendation Letter

Appendix c

Photocopy of Parent Consent

Appendix d

Internship Contract/Agreement
Appendix e

Certificate of Acceptance
Appendix f
Photocopy of daily time record
Appendix g

Medical Certificate
Appendix h

Actual Pictures from on-the-job training

First day of internship, memorizing tools

Visual Audit and Taking Calls

Calling my supervisor, as customer One on One coaching with my
requested. supervisor

Last day my internship, completing all the task before going home.
Antonette E. Bautista

BLK 101 LOT 12 PHASE 4A Mabuhay Homes Darangan

Binangonan, Rizal
(0963) 299 9636
[email protected]

PERSONAL INFO

Birthdate : October 31, 2001

Birthplace : Binangonan, Rizal
Age : 22 years old
Civil Status : Single
Nationality : Filipino
Religion : Roman Catholic
Height : 5’4
Weight : 68
Father : Anthony U. Bautista
Occupation : Tricycle Driver
Mother : Winnie S. Elloran
Occupation : Babysitter

EDUCATIONAL ATTAINMENT

College : University of Rizal System Binangonan Campus

Business Administration Major in Financial
Management
2020 to Present

Secondary : Vicente Madrigal National High School

Year Graduated : 2020

Primary : Mabuhay Homes 2000 Elementary School

Year Graduated : 2014

WORK EXPERIENCE AND CERTIFICATION

STARTEK PHILIPPINES INC.

Customer Service Representative
Frontera Verde Startek Pasig
SEMINAR ATTENDED

May 02, 2023

Local Government Units (LGU)’s Function and Budget Utilization Seminar

April 14, 2023

Consumer Education and Advocacy Seminar

April 12, 2023

YEP 2023: Entrepreneurial Mindset of the Department of Trade and Industry – Rizal Province

I hereby certify that the above information is true and correct to the best of my knowledge and belief.

Antonette E. Bautista