Dreunna Williams Summer Internship 2007

Presentation Outline Company Overview Company Products & Services Summer Objectives Project Responsibilities Intern Symposium Training/Skills Challenges Faced Overall Experience

Company Overview Convergys Corporation is a global leader in providing customer care, human resources and billing services. Convergys combine specialized knowledge and expertise with solid execution to deliver outsourced solutions, consulting services and software support. Clients in more than 70 countries speaking nearly 35 languages depend on Convergys to manage the increasing complexity and cost of caring for customers and employees. Convergys serve the world's leading companies in many industries including: Communications Financial services Technology Consumer products.

Company Products & Services (Business Support Systems) Atlys ICOMS Powerseller WIZARD Infinys Convergent Software Services Business Consulting Technology Services Managed Services Staff Augmentation

Company Services cont. (Customer Management) Service Offerings A proven, trusted leader in customer management, Convergys offer an extensive breadth of customer-centric outsourcing services, such as: Business Process Outsourcing (BPO) Customer Service Offshore Capabilities Customer Retention Direct Response Technical Support Services B2B Sales and Marketing Services Consumer Sales and Marketing Services Back-office Services Accounts Receivable Management Services

Company Services cont. (HR Services) Solutions Offered Convergys offer clients comprehensive HR services across the entire employment lifecycle. Recruiting and Resourcing Compensation HR Administration Payroll Benefits Organizational Development Learning Business Intelligence

Summer Learning Objectives Create a fulfillment and benefits matrix Teach different transactions from SAP to Convergys Employees Understand Functional Specifications followed by writing corresponding Detail Design Specifications

Project Description When I started back working at Convergys, I joined the State of Florida project again this summer. The State of Florida project handles all of the HR, services for the State of Florida. My biggest project this summer was to learn more about the Benefits side of State of Florida and teach a SAP transaction class to prepare the operations team for Open Enrollment this year. Before I left Convergys, the class was taught to all of the operations team in Tallahassee and Jacksonville.

Internship Responsibilities Organized and facilitated problem-solving discussions with the client, internal operations team, and project managers to resolve issues requiring a focused approach to maintain project continuity and requirements. • Performed configuration work as needed to support new and existing functionality • Served as functional integration owner for multiple process areas • Prepared functionality specifications and delivers to ABAP developers • Responsible for creating Function Design Documents (FDD) based on the Use Case Documents recreating by the Business Analyst • Responsible for understanding Functional Specifications followed by writing corresponding Detail Design Specifications

Leadership Training LEADERSHIP TRAINING : INROADS National Leadership Development Institute Summer 2007 Emotional Intelligence in the workplace Professional Branding Skills in the workplace Risk-taking Assessment Management and Organizational interpersonal skills Problem Solving assessment

Technical Training/Skills SAP Training – Fundamentals of SAP. HIPAA Training – Assessment of the proper way to handle PHI. People First System – View documents from the front-end and back-end. Lotus Notes Lotus Sametime

Challenges Faced During my internship at Convergys, I only I had one challenge. The challenge I had was getting other people to complete their work on time, so I could complete my assessment and matrix for Open enrollment. I did not like continuously asking people to complete something that they should have completed on time. At the end of my internship, I learned how to communicate with people better in order to get my job and assignments complete.

Overall Experience At the beginning, I was excited about returning to Convergsys. My new position at the company was interesting. After this summer, I am happy that I was granted the opportunity to work with a great company. Convergys gave me the opportunity to work with different people, so I could make a better choice about the career path I wanted to take in the future. Convergys helped me to improve on many skills that were weak. Convergys showed me what it is really like to work in the real world. I had deadlines like everyone else and no one showed me any special attention. I was a regular employee to everyone who worked there. Convergys helped me to gain more skills also. I loved my internship and I cannot wait to go back next summer for a much better experience.