JOEL BORKETEY
Dubai
Summary
Customer-focused professional with expertise in customer service and contact centre operations. Skilled in complaint resolution, passenger assistance, and CRM. Experienced in leading teams to maintain safety and compliance. Strong communication and problem-solving skills facilitate consistent achievement of operational goals.
Overview
1
1
Certification
8
8
years of professional experience
Work history
Shift Manager
Burger King
Dubai
2025.11 - 2026.07
- Managed high-volume guest interactions and resolved complaints to enhance guest satisfaction, coached teams to improve service delivery, handled cash and reporting accurately, ensured SOP compliance to maintain operational standards.
- Coordinated with team members for seamless shift transitions.
- Oversaw cash management processes, ensured accuracy at end of each shift.
- Honoured employee punctuality by creating fair rotas that respected their time off requests..
Shift Manager
McDonald's
Jeddah
2022.05 - 2024.11
- Led daily operations and supervised diverse teams to resolve escalations and meet service targets.
- Enhanced productivity through performance monitoring and constructive coaching sessions.
- Ensured health and safety measures in line with company regulations.
- Improved team morale through effective communication and feedback practices.
Crew Trainer
McDonald's
2020.01 - 2021.05
- Trained new employees on customer service and safety procedures to promote compliance and improve customer satisfaction.
- Facilitated open communication channels to ensure smooth operation flow amongst team members.
- Conducted regular knowledge assessments, ensuring continual improvement in task execution.
- Fostered work ethics in trainees, leading to greater responsibility among crew members.
Service Crew
McDonald's
2018.11 - 2020.01
- Delivered front-line customer service while ensuring accurate cashiering.
- Resolved customer complaints promptly, fostering good relations and loyalty.
- Participated in regular training sessions to improve skills and service quality.
- Promoted customer satisfaction by delivering excellent service.
Education
High School -
Middle East Senior High School
Accra, GhanaSkills
- Customer Service
- Contact Centre
- Call management
- Complaint Resolution
- Passenger Assistance
- CRM
- Safety & Compliance
- Microsoft Office
- Team Leadership
- Results-driven
- Problem Solving
- Multitasking
- Communication
Certification
- Hospitality in the Next Normal (2022)
- Shift Leadership Transition (2023)
- Advanced Shift Leadership (2023)
Languages
English
Fluent
Arabic
Elementary
GA
Native
Ada
Native
Affiliations
- Sports. Football. Reading and Designing.
References
References available upon request.
Timeline
Shift Manager
Burger King
2025.11 - 2026.07
Shift Manager
McDonald's
2022.05 - 2024.11
Crew Trainer
McDonald's
2020.01 - 2021.05
Service Crew
McDonald's
2018.11 - 2020.01
High School -
Middle East Senior High School