Mercedes Turkson Email & Phone Number

United States

▪ Develop and execute business strategies that achieve organization’s financial, operational, and customer-service goals, while thinking outside the box to address unique strengths and challenges for my store/s.▪ In August 2023, my store ranked #7 in region and #65 of 1500 (approx.) nationally in sales.▪ Developed and implemented processes and controls that reduced shrink by nearly 50% yielding savings of approximately$35,000 in first year. Trained staff and developed a workplace and workforce culture rooted in integrity and controllingcontrollables.▪ Serve a team expert in turning around high risk/high loss stores. Reduced shrink in second store location which got storeremoved from the company’s “High Shrink” list through developing practices specific to store layout. Also, consistentlycoach and develop a team that demonstrates exceptional customer service and a high level of observational awareness.▪ Increased sales by more than 10% in my first year.▪ Held 1st place in Comparison Sales (YoY%) within district (9 locations) for the first three (3) consecutive quarters.▪ Reduced customer complaints by 100% in my first year.▪ Oversee daily operations that drive sales, promote customer service and provide a fun customer experience.▪ Maintain company merchandising standards.▪ Order supplies and ensure product adjustments are made to ensure product is received.▪ Develop a strong leadership team and associates to support business growth.▪ Conduct bi-annual inventory.▪ Support other stores in my district through training, reporting and physically being present to assist when additional handswere needed.▪ Serve as Asset Protection Captain for district, conducting investigations on fiduciary concerns, guard training and workshoptraining.

Baltimore, Maryland Area

Woman owned and operated business specializing in home and small office repairs, renovations and remodeling. Social media @williaamsonreno

United States

Hired as a consultant to drive backlog of projects to completion for investment residential improvement business.Maintained quality standards of all work being completed and ensured subcontractors met budget and timelines.Ordered and receive materials needed for job sites.Created strong relationships with subcontractors that aided in contract negotiations.Developed new business clientele through referrals, word-of-mouth, and marketing. Created inventory and processes to manage inventory, materials, and equipment

United States

▪ Increased store profitability by 53.9% during first year of management by managing food waste, quality standards and cooking processes.▪ Reduced customer complaints and created an environment that both staff and customers enjoy and return to▪ Oversaw daily operations, cash management, inventory controls and administrative duties.▪ Maintained staffing needs through hiring and terminations, establishing weekly schedules.▪ Evaluated employee performance and motivate to achieve peak productivity.▪ Oversaw the production of food items in accordance to proper food handling processes/techniques and established corporate freshness guidelines

United States

Devised strategies to increase productivity and improve operations.Ensured KPIs are met and exceeded. Resolved escalated customer complaints or queries. Trained new associates to meet customer and department demands.Maintained inventory, stock sales floor build and maintained high margin feature displays.Assisted in training other new department managers on processes, employee retention and handheld (software) functions.

United States

Executive level leader within the organization, my role focused on change management and operations management: Managed vendor and new business relations as well as customer and client support.Created training material to support change implementation for Operstions.Championed the planning and building of company policies required to obtain CIMS Green certification.Project Manager of a multi-site medical facility cleaning account with a portfolio consisting of 39+ facilities. This included overseeing and restructuring the allocation of budget funds, manpower and equipment. I was able to successfully maintain this account while increasing the profit by 7% within the 1st 9 months.Restructure and revamp of existing. policies and procedures as well as retooling of job sites throughout the company’s cleaning contracts to increase profitability, customer satisfaction and overall performance of all accounts

Linthicum

Increased efficiencies in Processing and Underwriting by creating submission standards, goals and system supportImplemented weekly platform for Operation managers to develop core policiesCreated standardized underwriting conditions that permit trending reports to be developed• Project planning and execution• Issue and Risk Management analysis• Develop an understanding of current working practices in operations• Provide detailed analysis to operations management to formulate and improve business processes• Coordinate with operations managers to document business processes, systems and system flow• Document business rules and reference data requirements• Become a key contact for underwriting team to assist in investor specific requirements• Liaise investor underwriting• Maintain processes change records • Provide progress reporting in effective and meaningful formats to executive team• Manage FNMA direct audits, deliveries, post-delivery control and response (update DU as needed)• Oversee FNMA subservicing oversight functions• Provide external audit finding responses• Conduct Conventional Full/CPM Condominium reviews• Produce user manuals and reference materials, as needed to support change implementation• Develop training materials and participate in the delivery of training, as needed• Coordinate with Encompass administrator team to implement system support for process changes• Remain current with all other areas of analysis across the change process•MERS signing, company administrator for MERS Corporate Resolutions Management System (CRMS), and Responsible for auditing MERS holdings•Resolve Escalated servicing issues•Administrate FHA 203(k) and FNMA Homestyle renovation draws•Stay current with FNMA and FHA servicing standards and requirements

Reduced loan purchase days average by developing procedures, proper training of post closing staff and rapport with investors Manage and develop procedures for Servicing and Subservicing oversight Oversee FNMA direct delivery and post purchase auditsProficient in preparing comprehensive reporting for executive team analysis•Oversee the daily function of investor delivery, government insuring, collateral shipment, final document delivery, MERS Registration and transferring, servicing and investor purchase functions•Manage Post Closing Personnel, work allocation, training and system functions that better the production of the Post Closing Team•Work with Closing, Processing and Underwriting to address issues that prevent the loan from being sold or insured by an investor or agency•Provide monthly report to Operation departments to communicate conditions received from investors to facilitate the training of other departments•Evaluate employee performance and motivate to achieve peak productivity•Work with management team to implement new or revised policies and procedures•Carry and maintain investor condition resolution pipeline as needed•Communicate to Secondary department loan denials and redirection of loans to new investors•Work with Secondary to determine if branches will be affected by adverse pricing•Work with internal Compliance department and investors on aged loans to resolve critical deficiencies found in post purchased loan files•MERS signing, company administrator for MERS Corporate Resolutions Management System (CRMS), and Responsible for auditing MERS holdings•Resolve Escalated servicing issues•Administrate FHA 203(k) and FNMA Homestyle renovation draws•Work with investors to resolve Purchase Advice discrepancies and allocate funds received by warehouse banks•Responsible for monitoring warehouse line usage, funds availability, collateral logistics•Stay current with FNMA and FHA servicing standards and requirements