Summary
Overview
Work History
Skills
Timeline
Generic

Molly Lyons

Austin,TX

Summary

Professional in real estate transactions, bringing valuable experience in escrow processes and client relations. Known for collaborative spirit and commitment to achieving smooth and timely closings. Reliable and adaptable, with strong skills in document management and customer service. Ready to support and enhance transaction processes. Skilled in managing documentation, coordinating with stakeholders, and ensuring compliance with regulations. Strong focus on team collaboration and delivering results, with reliable and adaptable approach to changing needs. Proficient in administrative tasks, customer service, and attention to detail, ensuring smooth and efficient operations.

Overview

24
24
years of professional experience

Work History

Escrow Assistant/Front Desk Receptionist

Austin Title Company
10.2021 - Current
  • Developed strong relationships with clients through excellent customer service, fostering trust and loyalty.
  • Assisted with successful closing of numerous escrow transactions, ensuring all parties were informed and satisfied.
  • Obtained documents such as proof of insurance and HOA statements.
  • Maintained open communication with lenders, brokers and borrowers.
  • Efficiently processed incoming funds from buyers and disbursed funds to sellers upon closing transactions successfully.
  • Maintained organized files for easy access, increasing team efficiency during transaction reviews.
  • Collaborated with real estate agents to address potential challenges, effectively resolving concerns before they escalated.
  • Enhanced client satisfaction by delivering timely and accurate escrow services.
  • Handling sensitive financial information securely, protecting both clients'' privacy and company reputation.
  • Examined purchase and sale agreement for potential items of concern and addressed immediately.
  • Improved communication between clients and agents by promptly addressing inquiries and providing status updates.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Completed data entry and filing to keep records updated for easy retrieval.

Office Administrator/Title Abstractor Assistant

Queen City Abstract and Title
08.2017 - 08.2021
  • Maintained electronic and paper filing systems for easy retrieval of information.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
  • Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
  • Ensured accuracy in title abstracts by meticulously reviewing property documents and identifying potential discrepancies.
  • Developed strong relationships with county officials, facilitating quicker access to essential information on public records.
  • Collaborated with legal teams to resolve complex property issues, resulting in smoother transactions for clients.
  • Worked closely with lenders, realtors, and buyers to ensure a seamless closing process for all parties involved in the transaction.
  • Coordinated successfully with escrow officers to finalize transaction details efficiently during the closing phase of real estate deals.
  • Conducted thorough due diligence investigations to uncover potential liens or encumbrances on properties before finalizing transactions.
  • Continuously updated personal knowledge of local laws and regulations to maintain accuracy in title searches and reporting.
  • Organized client files effectively, ensuring easy access to vital documentation when needed during the closing process.
  • Supported company growth initiatives by cross-selling additional services such as title insurance and escrow services to clients.
  • Analyzed chain of title documents, identifying gaps in ownership history that could impact future sales or developments.
  • Reduced turnaround time for title reports by enhancing research techniques and prioritizing critical tasks.
  • Researched ownership interests and liens on real estate properties.
  • Analyzed title documents to identify potential issues and resolve any discrepancies.
  • Utilized various online databases and public land records to verify ownership information.
  • Assisted in preparation of title insurance policies and title commitments.
  • Drafted title abstracts and legal documents for real estate transactions.
  • Examined land records and identified potential problems with title search results.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Real Estate Agent

LaDuke & Associates
11.2013 - 12.2017
  • Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
  • Negotiated, facilitated, and managed real estate transactions.
  • Advertised client properties through websites, social media, and real estate guides.
  • Maintained connections with clients to encourage repeat business and referrals.
  • Developed and maintained relationships with clients through networking, postcards, and cold calling.
  • Communicated with clients to understand property needs and preferences.
  • Developed strong relationships with mortgage brokers, attorneys, and other professionals to streamline the home buying process for clients.
  • Advised clients on market conditions and property value for informed decision-making.
  • Negotiated favorable contract terms for clients, resulting in higher satisfaction rates and repeat business.
  • Consulted with homeowners on appropriate listing prices based on extensive comparative market analysis, resulting in faster sales and satisfied clients.
  • Presented purchase offers to sellers for consideration.
  • Successfully managed multiple offers for sellers, securing the best possible outcome in each situation.
  • Hosted successful open houses by preparing properties for viewing and effectively showcasing features to potential buyers.
  • Increased property sales by implementing innovative marketing strategies and utilizing social media platforms.
  • Utilized advanced technology tools such as virtual tours to showcase properties more effectively, attracting more potential buyers online.
  • Improved property listings by collaborating with photographers to capture visually appealing images that accurately represented each property''s unique qualities.
  • Exceeded annual sales goals by implementing effective time management strategies and prioritizing tasks accordingly.
  • Streamlined property viewing process with efficient scheduling system, improving client convenience.

Call Center Supervisor

Stream Global Services Inc.
12.2008 - 12.2012
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of a team at our call center.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
  • Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
  • Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
  • Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
  • Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
  • Facilitated cross-training programs, enabling team members to handle wider range of inquiries.
  • Initiated regular team meetings to discuss challenges and share best practices, fostering culture of continuous improvement.
  • Improved call resolution efficiency by analyzing call patterns and adjusting resource deployment accordingly.
  • Improved caller satisfaction with thorough quality assurance protocols, ensuring every team member delivered consistent service.
  • Promoted atmosphere of accountability by setting clear metrics for performance and regularly reviewing progress with team members.
  • Spearheaded adoption of customer relationship management (CRM) software, enhancing data accuracy and accessibility.
  • Streamlined incident reporting processes, allowing for quicker resolution of customer issues.

Customer Service Representative

Qwest Communications
01.2007 - 12.2008
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Officer Manager/Mortgage Loan Officer/Business Owner

Orion Mortgage/Everest Mortgage
01.2001 - 12.2006
  • Mentored junior staff members, helping them develop their skills and advance in their careers.
  • Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
  • Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
  • Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
  • Improved department efficiency by streamlining and implementing policies and processes.
  • Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
  • Coordinated operations with other emergency service groups.
  • Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
  • Advocated for adoption of new technologies to improve crime detection and prevention, overseeing integration of advanced surveillance systems.
  • Enhanced public trust through community policing efforts, organizing and participating in public safety workshops.
  • Negotiated with local businesses for partnerships in crime prevention initiatives, securing resources and support for community programs.
  • Collected, arranged, and input information into database system.
  • Generated reports detailing findings and recommendations.
  • Maintained database systems to track and analyze operational data.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Created and managed project plans, timelines and budgets.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.

Skills

  • File management
  • Escrow knowledge
  • Document review
  • Real estate transactions
  • Notary public certification
  • Property research
  • Contract review
  • Title management
  • Attention to detail
  • Customer service

Timeline

Escrow Assistant/Front Desk Receptionist

Austin Title Company
10.2021 - Current

Office Administrator/Title Abstractor Assistant

Queen City Abstract and Title
08.2017 - 08.2021

Real Estate Agent

LaDuke & Associates
11.2013 - 12.2017

Call Center Supervisor

Stream Global Services Inc.
12.2008 - 12.2012

Customer Service Representative

Qwest Communications
01.2007 - 12.2008

Officer Manager/Mortgage Loan Officer/Business Owner

Orion Mortgage/Everest Mortgage
01.2001 - 12.2006

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