Mark Jeuz Macato
Summary
Experienced operations professional with a strong background in back-office administration and member/provider services across multiple states. Tech-savvy and skilled in using various software systems to improve accuracy, efficiency, and workflow management. Proven ability to manage scheduling, claims processing, and inventory control while collaborating effectively with cross-functional teams. Detail-oriented and committed to delivering high-quality service and operational excellence.
Overview
8
8
years of professional experience
Work History
Customer Service Advocate
Centene
01.2022 - Current
- Manage back-office operations for Nevada, Oregon, and Washington, coordinating with multiple teams to ensure smooth processing across all three states.
- Document all activities accurately within the CRM system to support quality assurance and metrics reporting.
- Respond promptly and professionally to member and provider inquiries via phone and written correspondence, adhering to established timeframes and utilizing up-to-date resources.
- Perform high-volume data entry and administrative tasks with consistent accuracy, meeting strict deadlines while maintaining quality standards.
- Process and route customer correspondence, ensuring timely and appropriate follow-up to resolve issues efficiently.
- Investigate and identify claim payment discrepancies, collaborating with site operations teams to facilitate accurate claim adjustments.
Assistant General Manager
Compass Group USA
10.2019 - 09.2021
- Managed daily lounge operations, including dining room and kitchen, ensuring high standards of service and efficiency.
- Reported directly to the General Manager and coordinated communication between two on-site supervisors per shift.
- Oversaw hiring, training, and development of staff to maintain a skilled and motivated team.
- Monitored inventory levels and managed ordering of food, equipment, and supplies to maintain optimal stock.
- Led daily pre-shift meetings to align team objectives and improve operational workflows.
- Created and adjusted staff schedules to ensure adequate coverage during peak and off-peak hours.
- Resolved guest and employee issues promptly, maintaining a positive environment across all areas.
Operations Manager
Sodexo USA
06.2019 - 10.2019
- Promoted to Operations Manager II to oversee bar, dining room, kitchen, storeroom, valet, and janitorial services.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Reported directly to the General Manager, facilitating communication among 14 on-site supervisors each shift.
- Led a team of 95 employees per shift, coordinating efforts across morning and night crews totaling 160 staff members.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained employee schedules, ensuring compliance with company policies and record-keeping standards.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Coordinated high-profile events for diverse clientele, including celebrities, executives, and politicians.
Assistant Manager
Sodexo USA
03.2018 - 06.2019
- Promoted to Assistant Manager to support all operational needs across the lounge.
- Supervised and coached a team of over 160 employees, driving high customer satisfaction levels.
- Identified operational challenges and opportunities for improvement to optimize service delivery.
- Built strong client relationships to ensure alignment with service expectations.
- Managed bar operations, including inventory control, ordering, and vendor relations.
- Mentored new employees and facilitated recruitment processes.
Supervisor
Sodexo USA
12.2017 - 03.2018
- Organized daily workflows and ensured employees clearly understood their roles and responsibilities.
- Monitored team productivity and delivered constructive feedback to enhance performance.
- Acted as liaison between upper management and staff to communicate goals and expectations.
- Enforced safety and quality standards to maintain compliance.
- Conducted daily huddles to share objectives and encourage open communication.
Education
Business Accountancy
Heald College
CAHigh School Diploma -
Westmoor High School
Daly City, CA01-2010
Skills
- Operations Management
- Microsoft Office Suite (Excel, Word, Outlook)
- Scheduling & Workforce Planning
- Claims Research & Payment Processing
- Inventory Management & Procurement
- CRM Documentation & Data Entry
- Report Generation & Metrics Tracking
- Workflow Optimization
- Communication & Interpersonal Skills
- Problem-Solving & Critical Thinking
- Time Management & Multitasking
- AI Tools (eg, Copilot, ChatGPT)
Accomplishments
- Contributed to the team that earned the Skytrax Award for Best Business Class Lounge in the World (2019) at the United Polaris Lounge, SFO.
- Recognized for delivering exceptional service, operational excellence, and maintaining premium lounge standards.
Languages
English
Native or Bilingual
Tagalog
Native or Bilingual
Timeline
Customer Service Advocate
Centene
01.2022 - Current
Assistant General Manager
Compass Group USA
10.2019 - 09.2021
Operations Manager
Sodexo USA
06.2019 - 10.2019
Assistant Manager
Sodexo USA
03.2018 - 06.2019
Supervisor
Sodexo USA
12.2017 - 03.2018
Business Accountancy
Heald College
High School Diploma -
Westmoor High School