Julie Gross
Austin
Summary
Senior executive leader with a proven track record of driving strategic initiatives and consistently delivering impactful results. Known for fostering team collaboration and effectively navigating complex organizational challenges. Highly skilled in strategic planning, financial management, and operations oversight. Recognized for reliability, adaptability, and a results-oriented approach that consistently exceeds expectations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
SVP, Chief Training Officer - Culture Keeper
Certainty Home Lending, a DBA of Guaranteed Rate, Formerly Certainty Home Loans, Formerly Starkey Mortgage, Formerly WR Starkey Mortgage
03.2021 - 08.2024
- Established a culture of continuous improvement, leading by example to drive operational excellence across the organization.
- Collaborated with executive leadership team members on long-term strategic planning that ensured sustainable success for the company.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Delivered exceptional customer service by implementing best practices and fostering a culture of accountability within the organization.
- Strengthened relationships with key stakeholders, fostering trust and collaboration across the organization.
- Presented and discussed strategy and initiative progress with senior business leaders.
- Restructured departments for increased efficiency, optimizing resource allocation and improving communication between teams.
- Developed, coached and provided feedback to top-performing teams using strong leadership and analytical thinking skills.
- Influenced organizational change initiatives that resulted in significant improvements in workplace efficiency and employee satisfaction.
- Oversaw business-wide changes to modernize procedures and organization.
- Represented organization at industry conferences and events.
- Oversaw divisional marketing, advertising and new product development.
- Cultivated company-wide culture of innovation and collaboration.
- Directed technological improvements, reducing waste and business bottlenecks.
- Identified training needs and planned classes accordingly.
- Balanced multiple responsibilities simultaneously in a fast-paced environment, prioritizing tasks effectively to meet deadlines without sacrificing quality of workmanship or attention to detail.
- Facilitated open communication channels between the trainees and instructors leading to a more cohesive learning experience.
- Adjusted instructional strategies according to student needs and understanding of material.
- Developed strong relationships with department managers to align training initiatives with business goals and priorities.
- Maintained accurate records of all completed trainings, ensuring compliance with industry regulations and standards.
- Evaluated employee progress and provided constructive feedback, promoting continuous learning and improvement.
- Collaborated with subject matter experts to develop relevant training materials that addressed specific organizational challenges.
- Streamlined the onboarding process for new hires, ensuring a smooth transition into their roles with comprehensive orientation sessions.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Trained and mentored [Number] new personnel hired to fulfill various roles.
- Wrote training manuals for [Type] employees and [Type] positions according to strict company guidelines and [Type] protocols.
EVP, Chief Training Officer
Certainty Home Lending, Formerly Starkey Mortgage
12.2012 - 03.2021
- Boosted team morale and collaboration through effective communication strategies and team-building exercises during training sessions.
- Collaborated with subject matter experts to develop relevant training materials that addressed specific organizational challenges.
- Identified training needs and planned classes accordingly.
- Balanced multiple responsibilities simultaneously in a fast-paced environment, prioritizing tasks effectively to meet deadlines without sacrificing quality of workmanship or attention to detail.
- Facilitated open communication channels between the trainees and instructors leading to a more cohesive learning experience.
- Conducted regular assessments of existing training programs, making adjustments as necessary to maintain effectiveness and relevance.
- Implemented post-training surveys and evaluations in order to measure the efficacy of delivered courses.
- Developed strong relationships with department managers to align training initiatives with business goals and priorities.
- Supported career advancement for employees through personalized coaching and mentoring sessions.
- Maintained accurate records of all completed trainings, ensuring compliance with industry regulations and standards.
- Evaluated employee progress and provided constructive feedback, promoting continuous learning and improvement.
- Enhanced employee performance by designing and delivering engaging training programs tailored to individual needs.
- Championed a culture of learning and development within the organization, promoting continuous growth and improvement for all employees.
- Established personnel qualifications and coordinated onboarding activities.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Developed and implemented successful onboarding program.
- Wrote training manuals for [Type] employees and [Type] positions according to strict company guidelines and [Type] protocols.
- Established and maintained quality control standards.
EVP, Chief Operations Officer
Starkey Mortgage, Formerly WR Starkey Mortgage
06.2010 - 12.2012
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Implemented processes that simplified procedures and reduced average processing time.
- Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
- Reviewed and revised standard operating procedures to incorporate employee and management feedback and streamline training processes.
- Mentored junior team members, fostering professional development and enhancing overall team performance.
- Streamlined operational processes by identifying inefficiencies and implementing targeted solutions.
- Established and maintained productive staff relationships to Improve workplace morale, increase productivity and enhance personal growth.
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Assessed risks associated with various projects, implementing mitigation strategies to protect company interests.
- Enhanced productivity through developing and implementing effective standard operating procedures.
- Championed change management initiatives aligning staff attitudes and behaviors with organizational goals.
- Contributed to business development efforts to drive revenue and meet corporate objectives.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Verified compliance with best business practices throughout organization.
- Analyzed performance metrics, identifying areas for improvement and implementing necessary changes.
- Liaised between departments including HR, IT and Finance ensuring smooth communication and collaboration.
- Reviewed budgets regularly to identify potential cost-saving opportunities without compromising service or product quality.
- Optimized business processes to foster operational efficiency.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Created and managed knowledge base to address frequently asked questions and offer how-to guides and troubleshooting instruction.
- Tended to urgent correspondence to facilitate communication or resolution.
- Collaborated on operational support tasks to achieve common goal.
- Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.
- Monitored digital access, used shredders and locked filing cabinets to protect confidential information.
- Oversaw projects to help goals, tasks and milestones align with organizational strategy.
- Leveraged meeting minutes to measure progress and accountability.
- Developed operational processes to help organization adapt to market change.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
EVP, South Texas Division Manager
WR Starkey Mortgage, LLP
04.2007 - 06.2010
- Developed strong team dynamics through regular communication, collaboration, and goal-setting initiatives.
- Enhanced team performance by establishing clear goals and providing regular feedback and coaching.
- Built relationships with customers and community to establish long-term business growth.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed accounts to retain existing relationships and grow share of business.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Organized promotional events and interacted with community to increase sales volume.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Controlled costs by streamlining operations and reducing waste.
- Exercised independent judgment in onboarding, training and motivating division staff to maximize performance.
- Enhanced employee performance with comprehensive training programs and ongoing professional development opportunities.
- Ensured regulatory compliance by staying up-to-date on industry standards, guidelines, and policies, conducting internal audits as necessary.
- Handled escalated complaints involving division operations and work of personnel under supervision.
- Enhanced communication channels within division, leading to improved information flow and decision-making.
- Developed and executed marketing campaigns that significantly increased brand visibility and market share.
- Prepared sales presentations for clients showing success and credibility of products.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Communicated product quality and market comparisons by creating sales presentations.
EVP, Chief Operations Officer
WR Starkey Mortgage, LLP
12.2004 - 04.2007
- Implemented processes that simplified procedures and reduced average processing time.
- Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
- Enhanced productivity through developing and implementing effective standard operating procedures.
- Contributed to business development efforts to drive revenue and meet corporate objectives.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Introduced new software tools to streamline workflow processes, increasing departmental efficiency while reducing errors.
- Verified compliance with best business practices throughout organization.
- Liaised between departments including HR, IT and Finance ensuring smooth communication and collaboration.
- Optimized business processes to foster operational efficiency.
- Streamlined operational processes by identifying inefficiencies and implementing targeted solutions.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Established and maintained productive staff relationships to Improve workplace morale, increase productivity and enhance personal growth.
- Tended to urgent correspondence to facilitate communication or resolution.
- Collaborated on operational support tasks to achieve common goal.
- Developed operational processes to help organization adapt to market change.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Reduced operational risks while organizing data to forecast performance trends.
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Championed change management initiatives aligning staff attitudes and behaviors with organizational goals.
- Reviewed and revised standard operating procedures to incorporate employee and management feedback and streamline training processes.
- Developed strong relationships with vendors, negotiating contracts to achieve cost savings for the organization.
- Reviewed budgets regularly to identify potential cost-saving opportunities without compromising service or product quality.
- Mentored junior team members, fostering professional development and enhancing overall team performance.
- Maintained constructive client and vendor relationships.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
SVP, South Texas Regional Manager
WR Starkey Mortgage, LLP
03.2000 - 12.2004
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Delivered exceptional customer service by implementing best practices and fostering a culture of accountability within the organization.
- Collaborated with executive leadership team members on long-term strategic planning that ensured sustainable success for the company.
- Established a culture of continuous improvement, leading by example to drive operational excellence across the organization.
- Identified opportunities to improve business process flows and productivity.
- Presented and discussed strategy and initiative progress with senior business leaders.
- Developed, coached and provided feedback to top-performing teams using strong leadership and analytical thinking skills.
- Secured vital partnerships with industry leaders, enhancing company reputation and expanding market reach.
- Networked with customers, prospects and partners at conferences and trade shows.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Oversaw divisional marketing, advertising and new product development.
- Represented organization at industry conferences and events.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Cultivated company-wide culture of innovation and collaboration.
Education
High School Diploma -
Albert Lea High School
Albert Lea, Minnesota05-1974
Skills
- Executive Leadership
- Leadership in Management Restructuring
- Executive Sponsor for Major Initiatives
- Executive Reporting Development
- Operations Management
- Branch Management Expertise
- Startup Development Expertise
- Negotiation of Acquisition
- Organizational Development Expertise
- Policy Development and Maintenance
- Product Development and Underwriting Guidelines
- Operational Training Development
- Training Initiative Management
- Recruitment and Onboarding Support
- Training Needs Analysis
Accomplishments
- Achieved successful transition to Guaranteed Rate through effectively working with GR Executive Management in all departments while acting as the liaison between GR and Certainty.
Affiliations
- Texas Mortgage Bankers Association
- Member2000 –2024
- Operations Roundtable Committee, Member2010 –2021
- Education Committee, Member2010 -2022
- Austin Mortgage Bankers Association
- President2000 -2001
- Member2000 -2022
- United Guaranty Corporation
- Lenders Advisory Board, Member2014 -2016
Certification
Maintained Texas MLO License from 2011 - 2023
Maintained Virginia MLO License from - 2023
Languages
English
Full Professional
Timeline
SVP, Chief Training Officer - Culture Keeper
Certainty Home Lending, a DBA of Guaranteed Rate, Formerly Certainty Home Loans, Formerly Starkey Mortgage, Formerly WR Starkey Mortgage
03.2021 - 08.2024
EVP, Chief Training Officer
Certainty Home Lending, Formerly Starkey Mortgage
12.2012 - 03.2021
EVP, Chief Operations Officer
Starkey Mortgage, Formerly WR Starkey Mortgage
06.2010 - 12.2012
EVP, South Texas Division Manager
WR Starkey Mortgage, LLP
04.2007 - 06.2010
EVP, Chief Operations Officer
WR Starkey Mortgage, LLP
12.2004 - 04.2007
SVP, South Texas Regional Manager
WR Starkey Mortgage, LLP
03.2000 - 12.2004
Maintained Texas MLO License from 2011 - 2023
Maintained Virginia MLO License from - 2023
High School Diploma -
Albert Lea High School
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