Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHANTIA WESTBROOKS

Phoenix,AZ

Summary

Results-driven professional with 12+ years of experience in customer service, banking, mortgage operations, and financial services. Skilled in client support, loan processing, issue resolution, and cross-functional coordination. Known for adaptability, problem-solving, and maintaining accuracy under pressure. Resourceful Executive Coordinator known for high productivity and efficient task completion. Specialize in strategic planning, project management, and stakeholder communication. Excel in time management, adaptability, and problem-solving to meet organizational goals. Thrive in fast-paced environments by leveraging strong interpersonal skills and a collaborative approach.

Overview

10
10
years of professional experience

Work History

Executive Coordinator

M.A.S Events LLC
Phoenix, AZ
01.2025 - Current
  • Conduct post-event evaluations to identify areas for improvement.
  • Handle vendor relations including contracts negotiation, payments processing and dispute resolution when needed.
  • Collaborate closely with marketing team to create promotional materials including flyers, posters, banners.
  • Coordinate with vendors, catering staff, audio-visual technicians and other service providers to ensure all necessary services were provided on time.
  • Assist guests with special requests or needs throughout duration of the event.
  • Create detailed floor plans and seating arrangements for events according to client's requirements.
  • Develope event concept and theme for corporate conference.
  • Maintain accurate records of expenses incurred during various stages of planning an event.
  • Organize audiovisual equipment such as microphones, projectors and sound systems needed for presentations at events.
  • Communicate with clients to gather requirements and provide updates.
  • Collaborate with vendors to secure services and negotiate contracts.
  • Coordinate logistics for corporate events to ensure seamless execution.

Client Service Specialist I (Contract)

Silicon Valley Bank
10.2024 - Current
  • Manage inbound chats and emails for startup banking clients, delivering fast and accurate resolutions.
  • Perform complex issue triage, and coordinate across business units to streamline workflows.
  • Recommend and document process improvements to enhance efficiency and client experience.
  • Collaborate with team members to streamline service processes, and enhance customer satisfaction.
  • Manage client inquiries, and provide timely responses through multiple communication channels.
  • Develop client education materials to effectively communicate product features and services.
  • Assisted in gathering feedback from clients to inform service improvements and enhancements.
  • Maintain detailed records of client interactions using CRM software for future reference.
  • Provided customer service to clients by responding to inquiries and resolving complaints.
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.

Executive Event Coordinator

Venue 122
Phoenix, Arizona
06.2022 - 01.2025
  • Oversaw event planning and execution for diverse clientele.
  • Coordinated vendor relationships to ensure seamless service delivery during events.
  • Led team meetings to align objectives and enhance communication among staff.
  • Implemented operational procedures to improve efficiency in event management processes.
  • Train new staff on venue protocols and customer service standards.
  • Coordinated cross-functional teams to deliver high quality results within tight timelines.
  • Develope and implemented strategies to increase executive efficiency.
  • Established relationships with key partners and vendors to ensure successful project outcomes.
  • Created reports summarizing progress against organizational goals and objectives.
  • Organized and facilitated regular meetings with senior management teams.
  • Designed creative layouts for various events, enhancing overall guest experience.
  • Collaborated with clients to understand their vision and event objectives.
  • Coordinated logistics, including venue selection and vendor management for events.
  • Developed detailed event timelines to ensure smooth execution of all activities.
  • Designed and executed themed decor for various events and occasions.
  • Managed logistics for decor setup and breakdown at event sites.
  • Selected and sourced materials that aligned with client specifications.
  • Ensured compliance with safety standards during setup processes.
  • Adapted quickly to changing conditions in order to meet tight deadlines.
  • Coordinated with vendors to ensure timely delivery of supplies.

Migration Implementation Specialist

Bank of the West / BMO
04.2023 - 07.2024
  • Guided clients through onboarding, product migration, and issue resolution.
  • Handled cross-team communications and escalations with timely follow-up.
  • Identified upsell opportunities and supported data/reporting initiatives.

Pipeline Manager II

Reverse Mortgage LLC / Pro-Unlimited
11.2021 - 12.2022
  • Company Overview: Union Bank
  • Managed 40+ active mortgage files from underwriting to closing.
  • Coordinated vendors, compliance documentation, and system migrations.
  • Ensured HMDA compliance while supporting backend operations.
  • Union Bank

Supervisor / Account Manager - Wholesale Lending

Stearns Lending
09.2020 - 04.2021
  • Supervised 6 remote loan processors, boosting performance and accuracy.
  • Oversaw high-volume pipelines; resolved title, appraisal, and compliance issues.

SME Loan Admin Support II / Commercial Loan Processor

Bank of the West
01.2019 - 09.2020
  • Processed SBA, CRE, and commercial loan packages from application to close.
  • Verified loan data, managed title/appraisal orders, and liaised with escrow partners.

Loss Mitigation Specialist

Mr. Cooper Mortgage
05.2018 - 01.2019
  • Handled 150+ delinquent accounts, providing repayment plans and foreclosure prevention.
  • Reduced defaults through proactive client outreach and financial counseling.

Administrative Assistant / Receptionist

Western Alliance Bank
11.2015 - 04.2018
  • Supported executive leadership with scheduling, logistics, and communications.
  • Managed front-desk operations, visitor relations, and office administration.

Education

High School Diploma -

Maryvale High School
Phoenix, AZ

Skills

  • Customer service and client relations
  • Event coordination
  • Vendor management
  • Contract negotiation
  • Budget management
  • Logistics management
  • Client relations
  • Workflow optimization
  • Process improvement
  • Loan processing and mortgage operations
  • Commercial and SBA lending
  • Issue resolution and escalation management
  • Process improvement and compliance
  • Problem solving
  • Effective communication
  • Cross-functional collaboration
  • Team leadership
  • Office administration
  • Time management
  • CRM management
  • Executive support
  • Organizational leadership
  • Sales support
  • Meeting coordination
  • Document preparation
  • Calendar management
  • Verbal and written communication
  • Administrative oversight
  • Data retrieval systems
  • Consulting
  • Conflict resolution
  • Strategic planning

Timeline

Executive Coordinator

M.A.S Events LLC
01.2025 - Current

Client Service Specialist I (Contract)

Silicon Valley Bank
10.2024 - Current

Migration Implementation Specialist

Bank of the West / BMO
04.2023 - 07.2024

Executive Event Coordinator

Venue 122
06.2022 - 01.2025

Pipeline Manager II

Reverse Mortgage LLC / Pro-Unlimited
11.2021 - 12.2022

Supervisor / Account Manager - Wholesale Lending

Stearns Lending
09.2020 - 04.2021

SME Loan Admin Support II / Commercial Loan Processor

Bank of the West
01.2019 - 09.2020

Loss Mitigation Specialist

Mr. Cooper Mortgage
05.2018 - 01.2019

Administrative Assistant / Receptionist

Western Alliance Bank
11.2015 - 04.2018

High School Diploma -

Maryvale High School

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