IDA KATE WILSON
Kwabenya - Accra,Ghana
Summary
Dedicated administrative and HR professional with a strong background in government and banking sectors. Expertise in providing executive support, managing correspondence, and enhancing team collaboration. Proven ability to contribute to HR functions and improve operational processes while maintaining effective stakeholder relationships.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Administrative Officer
National Signals Bureau
2025.01 - Current
- Provide administrative support to directorates by processing resource and logistics requests for Director-General approval, ensuring accuracy, compliance, and timely turnaround.
- Draft and manage internal and external correspondence, helping to represent the Bureau professionally to stakeholders.
- Draft and circulate internal communications such as notices, updates and directives to support transparency and alignment across departments.
- Coordinate proceedings of ad hoc committees, including documentation, reporting, and follow-up activities.
- Support HR functions.
- Assist in planning and coordinating staff welfare events and employee engagement programs to promote employee morale and organizational culture.
- Provide support to the Director of Administration and Head of Human Resources by executing any other assigned tasks.
Administrative / Human Resource Officer
National Signals Bureau
2021.12 - 2024.12
- Administered staff leave applications and maintained accurate approval records.
- Coordinated salary increments, monthly grants, promotions, and confirmations in compliance with policy.
- Drafted and reviewed official correspondence, memos, notices, and staff communications.
- Supported onboarding of new employees and facilitated smooth integration.
- Prepared cover memos, escalated documents, and compiled reports for committees.
- Processed medical claims, departmental requisitions, and diverse staff requests promptly.
- Managed documentation and tracking of operational requests for accountability.
- Monitored daily sales reports from the organization’s restaurant.
- Coordinated staff events to foster engagement and team cohesion.
Supervisor / Contact Center
Universal Merchant Bank
2021.03 - 2021.08
- Hired, coached, and trained agents to uphold high customer service standards.
- Conducted resource planning to maximize productivity across people and technology.
- Collected and analyzed call-center statistics, including call volumes, peak times, and service metrics.
- Monitored and improved telephone handling procedures, including complaints management.
- Oversaw agent engagements with customers via official bank social media platforms and emails.
- Evaluated agent performance using key metrics (accuracy, call-waiting time, etc.), providing coaching opportunities and corrective action where needed.
- Prepared reports for the service council and top management.
Customer Service & Service Quality Officer
Universal Merchant Bank
2016.10 - 2021.03
- Assisted in bank-wide training of Customer Service Consultants on service delivery and standards.
- Supported documentation of organizational Service Delivery Standards and promises for all employees across departments and branches.
- Coordinated efforts to obtain a Complaint Management System for effective tracking and resolution of complaints.
- Managed the Complaint Management System to ensure timely and effective resolution of customer issues.
- Collated and submitted quarterly and annual complaints reports to the Bank of Ghana in line with consumer recourse directives.
- Coordinated and documented proceedings of monthly Service Council Meetings.
- Participated in branch visits and audits to assess service delivery levels.
- Spearheaded customer loyalty and appreciation initiatives across the bank.
- Contributed to bank-wide Customer Satisfaction Surveys and Mystery Shopping exercises.
Customer Service & Service Quality Support Staff (National Service)
Universal Merchant Bank
2014.09 - 2016.10
- Supported delivery channels of Retail Banking and maintained quality standards across the branch network.
- Managed customer complaints and suggestions channels for both internal and external stakeholders.
- Conducted customer satisfaction and mystery shopping surveys, reporting findings and critical points to relevant departments.
- Analyzed staff training needs related to service quality standards and reported requirements to training and HR departments.
- Organized service excellence activities, including customer service week celebrations.
- Interacted with existing and prospective customers via live chat, email, and telephone.
- Assisted in organizing seminars for private and corporate banking clients.
Administrative & Monitoring Support Assistant (National Service)
Universal Merchant Bank
2013.12 - 2014.08
- Provided administrative support to department and credit analysts, contributing to streamlined operations and improved workflow.
- Organised and filed customer documents systematically, enhancing compliance and ensuring easy retrieval for team members.
- Monitored Retail SME and Business Banking accounts to identify loan delinquencies, facilitating timely repayments through effective follow-up.
Education
MA - Peace, Security and Intelligence Management
University of Professional Studies
2024.07 - 2025.09
MBA - Total Quality Management
University of Professional Studies
2019.08 - 2021.08
BBA - Banking and Finance
Methodist University College
2009.09 - 2013.09
WASSCE -
Mfantsiman Girls Secondary School
/2005 - 2008.04
Skills
Executive support
Employee engagement
Coordination
Stakeholder relations
Complaints handling
Microsoft Office Suite
Time management
Problem-solving
Data Analysis
Event coordination
Training facilitation
Result oriented
Team player
Accomplishments
- Streamlined memo and approval workflows, reducing turnaround time on staff requests.
- Assisted in developing assessment tools, including Interview and Performance Appraisal forms for multiple ranks.
- Supported the implementation of an HR request tracking system, improving accountability and minimizing approval delays.
- Improved Average Response Time on social media and email platforms from 10 hours to 6 hours over a two-month period, through consistent monitoring and reporting.
- Supported the successful rollout of the Complaints Management System, which helped improve customer experience and regulatory compliance.Supported the successful rollout of the Complaints Management System, which helped improve customer experience and regulatory compliance.
- Improved call handled rate by 5 percent from to 86% to 91% from April to July through consistent monitoring and reporting.
- Contributed to staff engagement through welfare programs and organized events that strengthened team cohesion.
- Supported the successful implementation of the bank’s first web chat service, which enhanced customer experience.
National Signals Bureau:
Universal Merchant Bank:
Certification
- Leading for Organizational Impact – GLOMACS (October 2024)
- Intelligence Executive Certification Course – RACI (May 2024)
Affiliations
- Reading
- Listening to music
- Watching movies
Timeline
Administrative Officer
National Signals Bureau
2025.01 - Current
MA - Peace, Security and Intelligence Management
University of Professional Studies
2024.07 - 2025.09
Administrative / Human Resource Officer
National Signals Bureau
2021.12 - 2024.12
Supervisor / Contact Center
Universal Merchant Bank
2021.03 - 2021.08
MBA - Total Quality Management
University of Professional Studies
2019.08 - 2021.08
Customer Service & Service Quality Officer
Universal Merchant Bank
2016.10 - 2021.03
Customer Service & Service Quality Support Staff (National Service)
Universal Merchant Bank
2014.09 - 2016.10
Administrative & Monitoring Support Assistant (National Service)
Universal Merchant Bank
2013.12 - 2014.08
BBA - Banking and Finance
Methodist University College
2009.09 - 2013.09
WASSCE -
Mfantsiman Girls Secondary School
/2005 - 2008.04