Eric Lim's ES2007S E-portfolio

Apt Blk XX
XXXXXXXXX XXXXX #XX-XXX
Singapore XXXXXX

9 February 2011

The Officer in Charge
Singapore Technologies Kinetics Limited (ST Kinetics)
249 Jalan Boon Lay
Singapore 619523

Dear Sir/Madam,

Application for Position of Materials Science and Engineering Intern

I hope that you will consider me for an internship opportunity with your firm. Attached is my resume for your consideration.

I am currently a third year undergraduate with the National University of Singapore, majoring in Materials Science and Engineering. My specialization is in nanostructured materials and nanotechnology. My experience with materials characterization and failure in materials has enhanced my skills in quantitative and qualitative analyses, as well as my ability to work effectively under various conditions.

My previous work experience as a call center associate has enhanced my abilities in public relations and multitasking, in order to provide helpful and comprehensive solutions to clients. These skills have enabled me to perform better and ethically when dealing with various problems in an increasingly globalized society.

I personally find that an internship with ST kinetics can be a mutually beneficial opportunity. Your company has an excellent reputation for a high degree of productivity and quality, and I know that the combination of my experience and education will make me an asset to your firm.

Should you have any questions before that time, you may reach me via phone or via email.


Yours faithfully,

Eric Lim

Prior to entering university, I was working as a customer service associate in a local Telco call center. My daily task was to handle customers’ inquiries about their mobile phone plans and assist them accordingly.

During my first month of work, I was assigned to a group under a certain Mrs M who was the team supervisor. I have to admit that I did not like the way she managed the team and there was a clash in working ethics between us.
Even when she was the only team supervisor on duty, she would only bother about matters pertaining to her own team, and not render assistance to the others. When customers of the other teams requested to speak with the supervisor, she would either tell that colleague who handled the customer that she had other follow up phone calls to make or generate ideas to tell that colleague to stall the customer until their own supervisors returned to work. To me, customers who request to speak to managers are those who are really exasperated are looking for some concrete solution. The way Mrs M handled the situation would further aggravate the situation, leading to further complaints on the department.

To make things worse, she told us not to assist customers who were previously handled by colleagues from the other groups. Instead, she expected us to transfer the call to that colleague who handled the customer’s call to follow up. If that colleague was absent, she told us to inform the customer that our colleague will contact him/her shortly. I personally feel that we should just follow up on the case at our end so as to minimize the risk of customer complaints. From the way she carried herself as a supervisor, I feel that she was afraid of shouldering responsibilities and that she only cared about her own group’s performance instead of the company’s as a whole.

Once, a customer who was previously handled by another colleague from another team called in. The call was assigned to me by the system. The previous colleague was supposed to activate the roaming services for her but failed to do so. From the customer’s tone, she was very unhappy and disappointed. Therefore, instead of forwarding the call to that colleague, I activated the required service immediately and provided her with some benefits within my empowerment, as compensation for our lapse in service. She was so satisfied with the services that she sent a written compliment to our department.

Instead of congratulating me, Mrs M actually told me not to handle another team’s problems. She even reprimanded me for abusing my empowerment to give her the benefits easily. I left her office fuming and had half a mind to write an e-mail to the manager to feedback on the working ethics of Mrs M. Upon calming down, I realized that I had to stick with her for another 3 more months and was afraid that the management might associate themselves with her more as I was merely a temporary staff. Eventually, I did not send that email. Surprisingly, she was promoted soon after. Fortunately, another team supervisor who was more helpful and responsible took over until my contract ended.

Considering that the company requires me to provide them feedback of my experience in the company, will you inform them about Mrs M working ethics for the benefit of the company’s future?