1. ASHLEY BONHAM
La Habra, CA 90631
PHONE: (562) 229-2555 • E-MAIL: AB4670@att.com
OBJECTIVES
As team manager is to use my abilities, skills, and experiences to successfully improve our customer,
and employee experience, and move forward in my career with AT&T. I am self-motivated, with
high energy, powerful communication skills, with a high level of integrity, and honesty; I also have
a great attention to detail. I have had extensive training and experience in credit, collection,
activations, and fraud, with an emphasis on the quality of customer service toward agent and
customer. My approach as a team manager is to be a passionate, intelligent leader who is focused,
results driven, and feisty with a light and exciting sense of humor.
WORK EXPERIENCE
Customer Service Representative
AT&T Mobility 2013 to Present
• Exceeded all performance requirements. Performing in the top 10% of the department. Rolling
year to date Quality of 99.48%, Availability of 98.85% Adherence 99.49%, and Average and
Handle Time 208.31 seconds. Exceeding all stretch goals place by manager.
• Designed and executed project management to improve the organization. Credit Help Gap
Tracker to improve the efficiency of communication within the business unit. Plan and
coordinate March of Dimes fund raising detail organization, preparation of several fundraising
opportunities.
• Partnered with the management team in coaching of team members to help performance
numbers for individuals, and an overall boost in performance using DIRECT coaching model.
• Quality Roundtable, Director Roundtable. Allowing me to work closely, with upper
management to improve department moral, and drive results.
• Conducted high level of off-line work involving CART, and OMT. Responsible for assessing
and approving for over $80,000 in deposit waivers each month totaling over $960,000 in waivers
completed in 2014.
• Collaborated with management to resolve escalations on and off line. Directly working with
other business unit’s management teams including level 2 and 3 managers, and The Office of the
President with a high level of verbal and written communication skills.
• Interacted via multiple technology levels with internal, and external agents with compete sales
by processing request such as Analyst Review, Activations, Upgrades, SIM/IMEI changes, with
a highest level of professionalism, and respect. Requiring a high level of problem solving ability
while still following all company policies, and guidelines.
Finance Representative
AT&T Mobility 2011 to 2013
• Inventory management – including counts, ordering, maintaining, receiving, returning, tracking
and securing equipment and supplies.
• Executed all daily, weekly, monthly, quarterly, and yearly operational tasks to maintain audit-
ready status in store at all times. Directly responsible for Inventory Management (280 Points)
Cash Management (200 Points) Security (120 Points) of yearly audit. Responsible for accurately
reporting all mistakes, and fixable mistakes in Point of sale (180 point) to direct managers, as
well as effectively communicating to second and third level management strengths, and
weakness of each store.
• Completed regular mock audits for store inside, and outside of area. Preformed full inventory
counts, cash counts, point of sale reviews, and store security reviews. Collaborating with local
management team to correct all findings, and compiling a detailed report for first, second, and
third level management teams to identify compliance, and noncompliance with audit standards.

2. WORK EXPERIENCE (Continued)
• Was directly responsible for retail store Key Operation Indicator (KOI) by honestly reporting all gains
and losses of over $1 million of on hand cash, and inventory.
• Responsible for solving all inventory related issues by collaboration with other business units.
• Prepared bank deposits. Balanced point of sale drawer.
• Worked in conjunction with management for all monthly counts, and reporting.
• Supported management, and Retail Sales consultants with documentation for operational coaching
opportunities. Completed preparation for all in store coaching regarding policies, security, and point
of sale. Offered daily coaching for areas of improvement customized for individual representatives.
Sales Support Representative
AT&T Mobility 2006 to 2011
• Provided prompt and courteous customer service.
• Identified and resolved all customer service, phone issues, and escalations.
• Developed and maintained knowledge of wireless services and equipment.
• Handled more than 50% of all returns and exchanges that where complete in the stores.
• Assisted reps with meeting their daily, weekly, monthly, and yearly goals.
• Worked with our Business account managers, and other business teams to complete sales.
Fraud Analyst
AT&T Mobility 2005 to 2006
• Defused upset customers by resolving any issues they have (Working with other departments to
resolve issues).
• Domestic Fraud Research (using several programs at the same time).
• International Fraud Research (using several programs at the same time).
• Made outbound customer calls to verify acct information. Resolved any fraud issues the customer
might have.
Co-op Advertising Claims Administrator
Kelly Services on site at Yamaha Motor Corp. 2004
• Handled incoming calls to resolve claim and pre-approval issues, and complaints.
• Pre-prep dealer advertising claims.
• Input and pay dealer advertising claims.
Traffic Coordinator
Kelly Services on site at Yamaha Motor Corp. 2004.
• Handled incoming calls to resolve unit delivery and pickup issues.
• Organized unit transfers between dealerships.
• Processed incoming freight bills.
ACCOMPLISHMENTS
 Go for the Gold awarded 8 times in 2014
 Platinum Circle Awards 1st
Quarter, 2 Quarter, and 4th
Quarter
 Winners Circle 2014 (Summit)
 Sole manager of fundraisers March of Dimes, and Employee Giving Campaign 2014
 Founding Member of the Employee engagement committee
EDUCATION
Ashford University
Bachelor of Arts- Program Organizational Management
Degree in Progress
Point Arena High School
Graduate