Republic of the Philippines

POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

PARAÑAQUE CITY CAMPUS
Colonel. E. De Leon Street, Brgy. Sto. Niño, Parañaque City

A Narrative Report in

Internship undertaken at IBEX GLOBAL

Located at 7th Flr. SM City, BF Parañaque, Sucat Road Corner President’s Ave.,

Parañaque City

In partial fulfillment of the requirements for the

Diploma in Office Management Technology with Specialization in

Legal Office Management

Submitted by:

MR. MARK DEAN O. ELGARIO

Submitted to:

PROF. AARON VITO M. BAYGAN

April 2018
 Republic of the Philippines

POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

PARAÑAQUE CITY CAMPUS
Colonel. E. De Leon Street, Brgy. Sto. Niño, Parañaque City

TABLE OF CONTENTS

I. Title Page
II. Table of Contents
III. Acknowledgement
IV. Introduction
V. Company Profile
A. IBEX Global Vision and Mission
B. IBEX Global History
C. IBEX Global seal/ Logo
D. IBEX Global Organizational Chart
VI. Narrative Report
A. Daily Accomplishment Report
B. Learning’s during the On-the-Job-Training
C. Problems Encountered
D. Recommendation for the Improvement of the On-the-Job Program
VII. Appendices
A. Registration Form
B. Resume
C. Signed Recommendation Letter
D. National Certificate III - Bookkeeping
E. National Certificate II - Front Office
F. National Certificate III - Events Management
G. Signed Memorandum of Agreement
H. Signed Waiver
I. Insurance
J. Medical Clearance
K. Letter of Acceptance
L. Daily Time Record
M. Pictures
N. Evaluation
O. Certificate of Completion
 ACKNOWLEDGEMENT

With deepest gratitude and appreciation, I humbly give thanks to the people who, with all
they can, helped me in making my On-the-Job Training a possible one.

To Mr. Myk Atizado, who taught me on how to deal irate applicants.

To Mr. Carlo Robert Felix, who always encourage me to be confident when speaking
English.

To Mr. Joshua Cabaluna, who taught me on how to conduct an interview to the

applicants.

To Mr. Patrick Celdan Barroga, who oriented me and helped me to understand all the
process happening inside the recruitment office, and how it’s done.

To Ms. Maria Allen Alonzo, who always guided me in every process that may assigned
to me.

And lastly to our Almighty God, who make me brave and strong to face all the tasks.
 INTRODUCTION

On-the-Job Training is part of a college curriculum that has two purposes, to train and to
orient the students to become a useful citizen (someday) of our country. This is also one
of the best training methods because it is planned, organized and conducted very well at
any office worksite. As a student, I was able to apply all the knowledge that I have learned
for the whole period of my third year in college and discovered new things by my own
curiosity.

My experience in On-the-Job Training improves my communication skills and ability to

deal with others especially with people who are easily get mad. Each day I met different
people with distinct personalities, I have learned how to adjust and work with them.
Especially, to my co-OJT that came from other institutions.

Thus, for all students like me, those are dreaming for a better future. Never give up and
just keep climbing. We have our respected professors that are willing to help us to reach
our dreams. We just only need to be positive in life, towards everyday life challenges.
 IBEX GLOBAL VISION AND MISSION

VISION

To provide reliable, consistent, and predictable performance

MISSION

To build the industry’s most dynamic team of customer service and marketing associates
and deliver cost-effective, high impact customer management strategies to the world’s
leading organizations.
 COMPANY PROFILE

IBEX Global is a rapidly expanding BPO company, offering innovative and effective
solutions to multiple Fortune 500 companies around the world. Its 9,000-strong community
of agents, customer service experts, and creative thinkers propel the company to
becoming one of the top companies in the contact center industry. An organization that
spans the globe, IBEX Global productively operates 18 sites located in five countries:
USA, UK, Senegal, Pakistan, and of course, the Philippines.

In the Philippines, IBEX Global is quickly becoming the employer of choice by many
talented agents and customer specialists. From its proud beginnings as TRG Philippines,
the company has been focused in delivering innovative solutions all the while caring for
its people. Currently counting more than 3,000 driven and talented individuals as part of
its local family, it fulfills its promise of taking care of the careers and wellbeing of its people.

IBEX Global Philippines is currently recruiting for their operation centers conveniently
located in the Ortigas Business District and Silver City in Pasig; SM City BF Parańaque;
and SM Lanang Premier in Davao City.

FREQUENTLY ASKED QUESTIONS

Who is IBEX Global?

We are a forward-thinking business process outsourcing company with a 10-year proven

track record in delivering long-term client satisfaction. Providing consistent and cost-
efficient customer service solutions is at the core of our brand.

Our headquarters is located in Washington, DC. We have global presence in 5 countries,

delivering onshore, nearshore and offshore solutions. Currently, we boast of 18 call
centers that house over 7,000 experienced customer service professionals. 90% of our
clientele have been with us for more than 4 years; and we have helped impact ROI of
several Fortune 500 companies.
The best accomplishment we have to date though, is being recognized as a human-driven
organization. One of our awards is the Goodwill Industries Employee for several years.
We give high regard to equality and diversity in the workspace.

Where are the other sites of IBEX Global in the Philippines?

Visit any of our offices located in Metro Manila’s top central business districts. All these
are highly accessible to public and private transportation:

 9th Floor Hanston Building, Emerald Avenue, Ortigas Center, Pasig City
 3rd Floor Silver City, Frontera Verde corner Julia Vargas Avenue, Pasig City
 7th Floor SM City, BF Parañaque, Sucat Road corner President Avenue,
Parañaque City
 Ground Floor Fountain Court, SM Lanang Premier, JP Laurel Avenue, Brgy.San
Antonio, Davao City

How can we apply in IBEX?

There are many ways to submit your application and jumpstart your IBEX Global career,
such as:

 Email: phcareers@ibexglobal.com
 Facebook: facebook.com/ibexglobalphilippines
 Website: www.weareibex.com
 Walk-in at any of our Recruitment Hub

What type of accounts do you offer?

IBEX Global offers customer service solutions to a wide array of accounts that span
across:

 Telecommunications
 Satellite TV
 Travel
 Order Taking
 Online Education
 Directory Assistance
Do you have dayshift account?

Yes, we have an account that operates day shift. It’s based in BF Parañaque. This
program is one of our Non Voice accounts.

What can IBEX Global offer?

We are committed to rewarding our people’s dedication through competitive salary and
rewards:

 Premium Pay to those with Experience.

 Health benefits extended up to 4 dependents.
 Allowances that can double up based on tenure.
 Training from credible and certified SME’s.
 Superb employee engagement activities.

What are the qualifications?

People build our credibility. Here’s our qualification checklist for agents who are on their
way to maximum career growth:

 Excellent English communication skills

 Has a minimum of 6 months call center experience
 18 years old and above
 At least a high school graduate

Willing to work in any of our site locations (Ortigas, Pasig, Paranaque or Davao)
IBEX GLOBAL LOGO
 ORGANIZATIONAL CHART

Recruitment Manager (Different Sites)

Kevin Ferrer

Assistant Manger (Site)

Alyanna Orna

Recruiters (Program/Account) Recruiters (Program/Account) Recruiters (Program/Account) Recruiters (Program/Account)

Joshua Philip Mykyl Atizado Nicole Abella Carlo Robert Felix

Cabaluna (ATS) (BGI-LIte) (Lyft/TBT) (BGIX)
 NARRATIVE REPORT

JOURNAL OF ACTIVITIES

Legal Office Practicum

TRAINEE : Mark Dean Elgario, 2015-00277-PQ-0

COURSE : Diploma in Office Management Technology
SPECIALIZATION : Legal Office Management
LEVEL : Third Year
COORDINATOR : Prof. Aaron Vito M. Baygan
TRAINING STATION : IBEX Global
DEPARTMENT : Recruitment Office
TRAINER : Ms. Maria Allen Alonzo
POSITION : Recruitment Officer
DATE STARTED : January 8, 2018 REQUIRED HOURS: 600

Date Task Total No. of Hours/Minutes Remarks

January 8, 2018 Tracking/monitoring

Monday the applicant’s 7 Done
process in clipboard
Tracking/Monitoring
January 10, 2018 the applicant’s
Wednesday process in clipboard
Assisting the
applicant’s in filling- 8 Done
up the application
form/entertaining
applicant’s concern
January 11, 2018 Assisting the
Thursday applicant’s in filling- 10 Done
up the application
 form/entertaining
applicant’s concern
Assisting the
January 12, 2018 applicant’s in their
Friday respective 10 Done
application process
Total No. of Hours for the week 35
Total No. of Hours 35

Date Task Total No. of Hours/Minutes Remarks

January 15, 2018 Tracking/monitoring

Monday the applicant’s 8 Done
process in clipboard
Tracking/Monitoring
January 16, 2018 the applicant’s 10 Done
Tuesday process in clipboard
Give instructions in
January 17, 2018 Online Application 10 Done
Wednesday Form to the
applicants
Assisting the
January 18, 2018 trainee’s 8 Done
Thursday requirements in their
respective account
Checking the old
January 19, 2018 applicant’s file in the 8 Done
Friday filing cabinet
Total No. of Hours for the week 44
Total No. of Hours 79
 Date Task Total No. of Hours/Minutes Remarks

January 22, 2018 Encoding of all the 10 Done

Monday files in Database
Tracking/Monitoring
January 23, 2018 the applicant’s 10 Done
Tuesday process in clipboard
Updating the
January 24, 2018 applicant’s process 8 Done
Wednesday
Assisting the
January 25, 2018 trainee’s 8 Done
Thursday requirements in their
respective account
Giving the applicants
January 26, 2018 an instruction in 8 Done
Friday Mock Call
Total No. of Hours for the week 44
Total No. of Hours 123

Date Task Total No. of Hours/Minutes Remarks

January 29, 2018 Giving instructions to 10 Done

Monday the applicants for
Versant examination
Tracking/Monitoring
January 30, 2018 the applicant’s 10 Done
Tuesday process in clipboard
Total No. of Hours for the week 20
Total No. of Hours 143
 Date Task Total No. of Hours/Minutes Remarks

February 1, 2018 Assist applicants at 11 Done

Thursday 6th floor and endorse
them for email
assessment
Tracking/Monitoring
February 2, 2018 the applicant’s 11 Done
Friday process in clipboard
Total No. of Hours for the week 22
Total No. of Hours 165

Date Task Total No. of Hours/Minutes Remarks

February 5, 2018 Encoding of all the 12 Done

Monday files in Database
Tracking/Monitoring
February 6, 2018 the applicant’s 10 Done
Tuesday process in clipboard
Updating the
February 7, 2018 applicant’s process 9 Done
Wednesday on white board
Assisting the
February 8, 2018 trainee’s 10 Done
Thursday requirements in their
respective account
Total No. of Hours for the week 41
Total No. of Hours 206
 Date Task Total No. of Hours/Minutes Remarks

February 12, 2018 Encoding failed 11 Done

Monday applications to the
data base
Tracking/Monitoring
February 13, 2018 the applicant’s 10 Done
Tuesday process in clipboard
Assisting the
February 14, 2018 trainee’s 8 Done
Wednesday requirements in their
respective account
Assist applicants at
February 15, 2018 6th floor and endorse 10 Done
Thursday them for email
assessment
Tracking/Monitoring
February 16, 2018 the applicant’s 10 Done
Friday process in clipboard
Total No. of Hours for the week 49
Total No. of Hours 255

Date Task Total No. of Hours/Minutes Remarks

February 19, 2018 Tracking/Monitoring 9 Done

Monday the applicant’s
process in clipboard
Tracking/Monitoring
February 20, 2018 the applicant’s 11 Done
Tuesday process in clipboard
 Updating the
February 21, 2018 applicant’s process 9 Done
Wednesday on white board
Assist applicants at
February 22, 2018 6th floor and endorse 12 Done
Thursday them for email
assessment
Total No. of Hours for the week 41
Total No. of Hours 296

Date Task Total No. of Hours/Minutes Remarks

February 26, 2018 Tracking/Monitoring 12 Done

Monday the applicant’s
process in clipboard
Tracking/Monitoring
February 27, 2018 the applicant’s 11 Done
Tuesday process in clipboard
Giving brief
February 28, 2018 instruction for versant 12 Done
Wednesday exam
Total No. of Hours for the week 35
Total No. of Hours 331
 Date Task Total No. of Hours/Minutes Remarks
Tracking/Monitoring
March 1, 2018 the applicant’s 11 Done
Thursday process in clipboard
Tracking/Monitoring
March 2, 2018 the applicant’s 10 Done
Friday process in clipboard
Tracking/Monitoring
March 3, 2018 the applicant’s 9 Done
Saturday process in clipboard
Total No. of Hours for the week 30
Total No. of Hours 361

Date Task Total No. of Hours/Minutes Remarks

March 5, 2018 Tracking/Monitoring 12 Done

Monday the applicant’s
process in clipboard
Tracking/Monitoring
March 6, 2018 the applicant’s 12 Done
Tuesday process in clipboard
Tracking/Monitoring
March 7, 2018 the applicant’s 12 Done
Wednesday process in clipboard
Tracking/Monitoring
March 8, 2018 the applicant’s 8 Done
Thursday process in clipboard
Tracking/Monitoring
March 10, 2018 the applicant’s 12 Done
Saturday process in clipboard
Total No. of Hours for the week 56
Total No. of Hours 417
 Date Task Total No. of Hours/Minutes Remarks

March 12, 2018 Encoding failed 12 Done

Monday applications to the
data base
Tracking/Monitoring
March 13, 2018 the applicant’s 11 Done
Tuesday process in clipboard
Tracking/Monitoring
March 14, 2018 the applicant’s 10 Done
Wednesday process in clipboard
Assist applicants at
March 15, 2018 6th floor and endorse 11 Done
Thursday them for email
assessment
Encoding of all the
March 16, 2018 files in Database 10 Done
Friday
Total No. of Hours for the week 54
Total No. of Hours 471

Date Task Total No. of Hours/Minutes Remarks

March 19, 2018 Tracking/Monitoring 12 Done

Monday the applicant’s
process in clipboard
Tracking/Monitoring
March 20, 2018 the applicant’s 12 Done
Tuesday process in clipboard
Encoding of all the
March 21, 2018 files in Database 13:30 Done
Wednesday
 Tracking/Monitoring
March 22, 2018 the applicant’s 10 Done
Thursday process in clipboard
Encoding of all the
March 23, 2018 files in Database 12:30 Done
Friday
Total No. of Hours for the week 60
Total No. of Hours 531

Date Task Total No. of Hours/Minutes Remarks

March 26, 2018 Tracking/Monitoring 12 Done

Monday the applicant’s
process in clipboard
Giving instructions to
March 27, 2018 the applicants in 9 Done
Tuesday online application
form
Total No. of Hours for the week 21
Total No. of Hours 552
 Date Task Total No. of Hours/Minutes Remarks

April 2, 2018 Checking the 8 Done

Monday result/score in
Versant exam
Tracking/Monitoring
April 3, 2018 the applicant’s 12 Done
Tuesday process in clipboard
Total No. of Hours for the week 20
Total No. of Hours 572

Date Task Total No. of Hours/Minutes Remarks

April 9, 2018 Checking the 11 Done

Monday result/score in
Versant exam
Printing the score
April 11, 2018 report of the versant 10 Done
Wednesday examination result
Tracking/Monitoring
April 12, 2018 the applicant’s 8 Done
Thursday process in clipboard
Giving instructions to
April 13, 2018 the applicants in 8 Done
Friday online application
form
Total No. of Hours for the week 37
Total No. of Hours 609
 LEARNING’S DURING THE ON-THE-JOB-TRAINING

During the first day of my On-the-Job Training up to the last I can confidently say that I
have learned a lot. First is on how to assist and give instructions to the applicants.
Second, deal with other people with different previous professions. And third,
communicate with them using the second language which is the universal language.
I learned to assist and give instructions to the applicants by the help of our test
administrator, Ms. Maria Allen Alonzo. Thus, I call the name of the applicants and assist
them to the Testing Room where they going to fill up the Online Application Form and then
after that introducing them to the next process. I also give instructions for those who will
take Versant Exam. A Versant Exam is an automated exam that will test the sentence
mastery, fluency, pronunciation, and vocabulary of the applicants.
I learned also how to deal with other people with different previous profession. Some of
them are graduated in prominent Universities. What I will never forget is that I met a
person with an inspiring ability. She can easily learn and adapt new environment with less
supervision. Actually she taught me how to believe in myself and realized that
hardworking is not enough without it.
The last but not the list is what I fear about until the day I started to work at iBEX. To talk
with other person using English language, of course it is obviously necessary because I
am in the BPO company. From that, I have learned to be brave and to deal with mistakes
positively.
 PROBLEMS ENCOUNTERED

Learnings are obviously coming from mistakes or problems. I only experienced one
problem during my On-the-Job Training. It’s 12 o’clock in the afternoon and all the
applicants is waiting for their name to be called. And I was inside the recruitment office at
that time. I came out to check if there is an application at the front desk. Suddenly,
someone approach me and asked me for a help. Because it is my first time in my On-the-
Job Training I felt nervous and I failed to entertain the applicant concern. And what
happened next is that the applicant complaint about that and I was scolded by my
supervisor. For addition, in my first day also I experienced problems in updating the
applicant’s status at the sourcing office because the number of candidates applying for
the job is increasing rapidly.
 RECOMMENDATIONS

If I will become part of the recruitment team, there is a lot of things that I want to add up
especially in the area where I worked with.
It is necessary to have a separate filing box where all the files, especially the failed
applications are in place. The failed and ongoing applications must be placed in a proper
file box to avoid missing important documents.
And lastly, another person who will do the tracking/monitoring of applicant’s status since
its hard to check manually one by one the applicants ongoing process while at the same
time counting the number of applicants who are applying for the job, their current status
and result for the exam they took.
APPENDICES
PICTURES