Ivana MacKenzie

WORK HISTORY

EDUCATION

ABOUT IVANA MACKENZIE

I am a results driven professional with extensive expertise in customer experience and client services. My background includes delivering complex international telecommunications programmes and transformation initiatives for both external and internal clients, underpinned by comprehensive project management skills. I excel in stakeholder engagement, service delivery, and programme execution, consistently driving improvements in customer satisfaction across diverse account portfolios. I have successfully led and motivated large virtual teams, including contractors, across multiple geographies. With highly developed communication and organisational skills, I am confident in my ability to make a strong contribution.Project & Programme Management: Extensive experience managing large-scale projects and programmes across complex environments.Customer Experience Excellence: Proven ability to consistently deliver against SLAs, drive continuous improvement, and enhance customer satisfaction.Operational Problem Solving: Root causing service disruption and implementing effective solutions that restore performance and prevent recurrence.Stakeholder Engagement: Building and maintaining trusted relationships with senior internal and external stakeholders while navigating competing priorities.Strategic Planning & Execution: Developing and executing strategic plans aligned with business goals, driving measurable outcomes.People Management & Communication: Strong leadership and interpersonal skills with a track record of fostering high-performing teams. Able to communicate effectively at all levels.Global Team Leadership: leadership and motivation of large and diverse virtual teams including contract staff, across multiple geographies.Outside of work I enjoy cycling, tennis, sailing and skiing. I live in lovely little market town near London with my husband and 3 children.