1. MARY ELLEN SEJI
Wantagh, NY 11793 | 516-606-6871 | MaryEllenSeji@Yahoo.com
linkedin.com/in/maryellenseji
EXECUTIVE SUMMARY
A dedicated and enthusiastic Operations Manager, known for leading, motivating and coaching teams in
providing excellent service and developing ongoing, profitable client relationships. Successful track
record of leading business units that handle escalated customer issues, consistently addressing and
resolving high-level, complex cases in a timely and efficient manner. Areas of expertise include:
• Operational Excellence • Call Center Management • Operational Efficiency
• Escalation • Training & Development • Performance Management
• Quality Assurance • Compliance • Leadership
PROFESSIONAL HISTORY
JPMorgan Chase Garden City, NY 1988-2015
Assistant Vice President - Operations Section Manager (2008 – present)
 Managed Executive Office Team ensuring all customer complaints are responded to accurately and timely
by maintaining a service level of 95% of cases resolved in seven calendar days.
 Maintained appropriate staffing levels, recruiting and interviewing as needed.
 Collaborated with Dealer Management Team to ensure all Dealer complaints were reviewed and recorded.
 Resolved all Special Accommodation Requests from Auto Customers to ensure we assist all customers
under Americans with Disabilities Act.
 Validated and approved written responses to the Regulatory Agencies such as CFPB and the OCC.
 Escalated all issues found within processes to the Root Cause Analysis Team for process improvements.
 Retained numerous customers who escalated to the CEO’s office by resolving customers’ complaints within
4 hours.
 Successfully transitioned the Executive Office to Tampa by hiring and training new staff.
Customer Service Section Manager, Chase Auto Finance (2003 – 2008)
 Managed daily Call Center operations, ensuring that quality service and optimum service levels are
achieved.
 Acted as Subject Matter Expert in developing the creation of 2 new Call centers in the Philippines and
Texas by travelling and assisting in training of new staff onsite.
 Managed a team of winning professionals by effectively training and developing six supervisors and their
staff.
 Managed the Dealer line staff to ensure high quality service, optimum service levels, and excellent
customer survey results.
 Acted as Servicing Contact for all Private Label business partners, Subaru / Mazda / Jaguar / Land Rover
 Assisted all Dealer Relationship managers with any issues while out in the field.
 Maintained appropriate staffing levels; execute aggressive recruitment strategy, coordinate open houses,
and other methods to increase staffing levels conducted interviews.
 Planned and conducted informative monthly supervisor meetings.
 Consistently link job performance with Chase Values, serving as a mentor for staff members.
 Successfully migrated the Loan by Phone direct loan application process from Phoenix to the New York
Call Center.
 Spearheaded a cost saving initiative for the overnight mailing process, resulting in a cost reduction of 50%.

2. Mary Ellen Seji Page 2
Titles and Lease Research Supervisor, Chase Auto Finance (2002 – 2003)
Promoted from Quality Assurance Supervisor, Client Service Expeditor and Client Service
Representative, Chase Auto Finance (1988 – 2002)
 Coached and developed 12 staff members assuring they closely monitor their worklists.
 Performed monthly one on ones with each staff member.
 Responded to all escalated title issues from the Customer Service escalation group, dealers and
DRM’s.
 Monitored all staff’s pending to ensure timely response to all customers.
 Planned and conducted monthly team meetings.
 Wrote and presented annual appraisals and corrective action requests.
 Maintained and updated time sheets and punctuality and attendance cards.
 Scheduled rotations for the entire titles and lease research staff with Customer Service, Asset
Remarketing, Financial Management and Collateral and Document Services Departments.
CORPORATE TRAINING
 Operations Seminar - American Institute of Banking
 Business Writing
 Advanced PowerPoint
 Introduction to Word for Windows 6.0
 Introduction to Excel
 C.E.U. Award - American Management Association
COMPUTER SKILLS
Proficient in Microsoft Word, Excel, PowerPoint, Chase systems: Quest, CARS, TCS, Lotus Notes and
ICAF
ADDITIONAL ACCOMPLISHMENTS
 Spot Award - Chase Credit Card Services
 Three Time recipient of the Chase All Star Award
 Subject Matter Expert on several Green and Blackbelt Projects