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Dynamic leader with a proven track record in managing one of Melbourne’s busiest retail environments, skilled in customer relations and budget management. Excelled in enhancing team performance and customer satisfaction through effective coaching and support. Recognized for significant improvements in operational efficiency within high-volume settings, demonstrating dependability and versatility as a department manager. Committed to fostering an environment of excellence while driving compliance with policies.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Dynamic professional with expertise in effective communication and leadership, adept at coordinating cross-functional teams to ensure seamless operations and information sharing. Demonstrates strong decision-making and problem-solving skills, excelling under pressure while maintaining resilience and stress tolerance. Proficient in Microsoft Office, social media platforms, and telephony systems, with a focus on customer satisfaction and performance management. Career goals include leveraging communication mastery and engaging leadership style to drive organisational success.


I’m an ambitious and self-motivated person that excels in a challenging and rewarding workplace.
I’ve worked for BT/Openreach for over 20 years in various roles. From being an outbound Sales & Customer Service advisor and then into various different customer service roles. After six years working in Customer Service I gained promotion into the world of complaints as an Executive Level Complaints handler. It was during this role I became a Quality Ambassador within the complaints team. An opportunity that came my way by consistently meeting KPIs/targets around customer satisfaction and stakeholder interaction. I know what it takes to achieve ‘best possible’ and to be ‘world-class’ within a ‘complaints’ environment. My Quality role later evolved into a Business Improvement and Root Cause Analysis role, and whilst it still allowed me to work within a customer service environment, it expanded my role to work with the wider operational teams across BT Consumer. I was later successful in applying for a role within Openreach’s Directors Service Office, which allowed me to bring my complaints expertise into a new role working with Communication Providers, as well as expanding my knowledge in learning about the infrastructure arm of BT Group – Openreach. After several years working within Openreach Customer Service an opportunity to make the jump into leadership came my way, and I haven’t looked back since.
Having a ‘can do’ attitude, as well as being a highly organised person that’s open to new ideas, has helped me achieve milestones within the workplace. I’m a sociable, loyal, caring and likeable person - who is both a good communicator and has a good understanding of the industry and people I work in/with.
Before becoming a team leader (my current role) I covered my first line leader/manager in my existing role. I always received positive feedback from my peers as well as senior managers. This allowed me to gain experience managing people, making key decisions, and getting an operational grip before becoming a Team Leader and moving into people management.
I’ve a keen political interest and like to know the latest ‘goings on’ within the UK political environment - mainly by watching news reports or through social media.
People are passion of mine. Whether that be team members that report into me, my colleagues from across the business or our Communication Providers or customers. I’m highly motivated to provide solutions to a problem that comes my way.

Linda Massey

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Manager/Customer Service Team Leader

Office Secretary

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Certificate In Book Keeping -

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Certificate In Book Keeping -

Manager/Customer Service Team Leader

Office Secretary

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