Joshua Paul Bernasko

A dynamic and detail-oriented professional with over 4 years' experience in customer support, business processes, and clerical duties. A proven track record in leveraging data to create reports, generate insights and enhance operational efficiency within the service and utilities sectors. Possesses strong collaborative skills and commitment to continuous learning and improvement.

Adept at communicating complex technical insights to diverse audiences and providing exceptional customer experience. A proactive problem-solver with a commitment to delivering high-quality results in both independent and team environments.

Meter Records Clerk (Co-op) - Alectra Utilities - Markham, Canada

(2026-01 - 2026-04)

• Providing field activities (FAs) support by creating, modifying and resolving FA issues with field staff and customers.
• Partnering with cross-functional groups within metering to support meter renewals and exchanges.
• Engaging directly with customers to resolve access to metering equipment issues.
• Coordinating and investigating metering related issues for field staff, data staff and contractors.
• Utilizing CC&B and Fieldworker to resolve issues with completed FAs by taking all required clerical actions to allow successful closure of FAs.
• Managed metering contact mailbox and acted as first level triage.
• Demonstrating and maintaining a working knowledge and understanding of the company's safety policies and practices.

Senior Client Services Advisor - Concentrix Ltd. - Toronto, Canada

(2024-01 - 2025-04)

• Provided exceptional technical support for client services, achieving a 90% first-contact resolution rate for escalated issues and maintaining 100% compliance with service standards.
• Leveraged data analytics to generate comprehensive reports and dashboards that identified trends and insights, resulting in a 46% improvement in overall client satisfaction.
• Collaborated with cross-functional teams to develop and implement customized solutions, effectively reducing average clients' waiting times by 25%.
• Supported and guided junior staff in providing great customer experience.

Commercial Billing Officer - Electricity Company of Ghana - Accra, Ghana

(2017-08 - 2020-02)

• Utilized the Customer Management System to resolve billing and metering replacement exceptions
• Enhanced customer experiences by ensuring professionalism and promptness, contributing to a 35% increase in positive feedback from customers
• Supervised and guided meter readers on ethical practices and efficiency standards, which improved field compliance by over 60%.
• Assisted in field work operations and coordinated activities between supervisors, meter readers and customers.
• Supported debt management initiatives through insights from data analysis, recovering 45% of outstanding debt.

Ontario Graduate Certificate in Business Analytics - Business Analytics - Seneca Polytechnic (2025-05 - 2026-04)

Bachelor of Science in Actuarial Science - Actuarial Science - University of Ghana (2013-09 - 2017-05)