Real Estate Customer Service

Nikisha R. Duncan

Eastvale, Ca. *****

Contact: 818-***-****

Email Address: **************@*****.***

Professional Profile

Motivated and results-driven Real Estate Escrow Professional, seeking a challenging position within an organization that is dedicated to serving its community as a leader in the Real Estate Industry. Offering over 20 years of a strong Customer Service & Leadership foundation in overseeing various day-to-day Escrow functions, client relationship, data analysis, productivity, and time management, with a proven ability to drive efficiency, deliver successful outcomes within standard listed agreement and collaborate within cross-functional teams.

Key Competencies

Management & Leadership Skills, Data-Driven Strategic Planning, Development & Delivery of Best Practices, Monitor Metrics & Reporting, Process Improvement, Critical Thinker and Problem Solver, Excellent Communication Skills, Proactive and Self- Motivated, Exceptional Organizational Skills.

Professional Experience

REAL PROPERTY AGENT 03/25-PRESENT

County of Riverside Real Estate Div., Riverside, Ca

Perform routine office and field work involved in the appraisal and negotiation for acquiring, selling, or leasing property and rights-of-way. Gather information from the offices of Assessor, Recorder, title companies, and others. Assists in the preparation of field reports, appraisals, and other reports used in acquiring, selling, or leasing property and rights-of-ways. Negotiate for and conduct the preparation of leases, deeds, reconveyances, quitclaims, agreements, and other actions necessary for property and right-of-way lease or acquisition. Assists in the preparation and processing of documents for acquiring, selling, and leasing property and rights-of-way, in connection with condemnation proceedings, escrows, and recording. Assists in the preparation of statistical reports, legal descriptions, and maps; conducts studies relating to facility space utilization; prepares routine reports and correspondence.

BUSINESS OWNER 07/2022-03/01/25

Liam’s Journey, LLC., Eastvale, Ca

Led a successful launch of new E-commerce retail clothing and escrow services business. Developed and implemented a comprehensive marketing strategy that boosted customer acquisition by 20% within 12 Months. Identified and procured products and inventory for acquisition. Navigated a challenging economic downturn by recognizing cost saving measures to mitigate loss. Assembled high performing team. Built strong key vendor and customer relationships leading to repeat business and proven paced growth. Kept updated with market knowledge and growth by attending trade shows, continuous outreach to existing and potential clients. Prepared and Upkeep Marketing and Business Plan, Budgeting, Profit and Loss portfolio with focus on expense reduction and maximizing revenue.

ESCROW BRANCH MANAGER 08/2021-07/2022

PGP Escrow Inc./Pulte Homes, Mission Viejo, Ca

Managed all escrow operations including new order intake, delegation of work and maintaining outstanding customer service performances. Responsible for various aspects of hiring process, including sourcing candidates, conducting interviews and making hiring decisions. Ensured compliance with regulations and company policies for New Construction Homes. Coordinated with business partners for smooth transactions. Provided quality closing experience and maintained branch participation in events. Supervised, coached, and developed staff regarding service expectations, policies, procedures, products, systems, and banking transactions. Ensured daily branch operations are conducted in accordance with operations standards while maintaining thorough and current knowledge of all federal, state, and local regulations as well as internal policies and procedures. Established and monitored processes for accurate and timely processing of title, scheduling, closing documents preparations and all final closings for new construction homes. Coordinated with business partners to ensure smooth transitions and support between land, construction, sales, accounting, and mortgage. Maintained staff schedules to always provide adequate coverage and provided hands on coverage for volume surge & short staffed. Facilitate regular employee meetings to discuss goals, disseminate company information, discuss operational issues, etc.

ESCROW TRAINER 06/2018-09/2019

PurpleBricks Closing Services, Irvine, Ca

On-boarded and trained newly hired Escrow Officer & Assistants. Assisted in the creation of training materials for escrow processing and compliance, along with presentation to new agents. Collaborated with management in modification and implementation of operational procedures. Participated in Purplebricks realtor meetings and/or conference calls to align with best practices. Provided hands on temporary coverage for various Escrow inventory pipelines to include Resales and Commercial transactions for Escrow teams that were experiencing volume surges or short staffed. Attended conferences/seminars providing escrow industry updates and classes. Prepared and presented training to existing escrow staff on industry updates and classes. Assessed client feedback to identify and strategize training needs. Conduct intermittent file audits to identify training needs.

CLIENT SPECIALIST ESCROW OFFICER 04/2016-03/2018

Lawyers Title Co., Riverside, Ca

Provided onsite training and feedback to team members. Ensured client files were kept up to date. Prepared various transaction type documents, including REO, Resale, Commercial, All Cash and Investor type deals. Completed REO closings from beginning to end in a timely and accurate manner. Updated job knowledge through educational opportunities. Presented clients with a timely overview of business trends and/or findings. Completed data entry in company software. Uploaded internal documents onto internal SharePoint and ensured it was up to date.

REO FORECLOSURE SPECIALIST IV/VENDOR MANAGER 12/2008-07/2015

FannieMae, Irvine, Ca

Managed state vendors and ensured compliance within REO closing guidelines. Implemented best practices and conducted monthly scorecard reviews. Built internal and external relationships and participated in process improvement initiatives. Completed REO closing transactions by reviewing documents submitted by vendors for my final closing approval; explaining provisions and procedures; answering questions; checking documents for completeness and accuracy; obtaining signatures, ensuring all funds are ready to be sent to Fannie Mae. Led and participated in process improvement initiatives focused on strengthening internal controls and providing operational efficiencies. Tracked vendor score cards in Microsoft Excel. Hosted monthly meetings with vendors. Created best practices for the region by using Microsoft Word. Completed data entry in company software. Uploaded internal documents into internal SharePoint and ensured it was up to date.

Technical Skills

MS Office Word, Excel, PowerPoint, Access

Dynamica CRM

DocNet, RBJ

ResWare

StreamLine, SoftPro

IClose, SmartView

Impact

FAST

TRAX, Equator, AMN, Business Objects

WEBEX, SharePoint,

Certification & Education

Secretary of the State of California

Notary Public

University of Phoenix

Bachelor of Arts Business Management

30 Units

Crenshaw High School

High School Diploma

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