Angela Charles

• Led and developed the Customer Support team across Brisbane and Gold Coast, delivering nationwide support for over 14,000+ digital signage solutions across 20+ major accounts, including KFC, Super Retail Group, Optus, The Lotteries Company, Mecca and Brisbane Airport.
• Accountable for client retention and growth through high-quality service delivery and relationship management. Managed end-to-end customer service operations, including Contract and SLA management, product support, and professional services such as product training and workshops. Built and maintained strong relationships across key accounts, acting as a trusted advisor and escalation point to ensure long-term value.
• Actively led, advised, and supported large-scale programs including software migrations, solution implementation, testing, and deployment as part of the software maintenance lifecycle for customer hardware. Frequently chaired or served as a key contributor in CAB (Change Advisory Board) meetings, both internally and with customers, to ensure changes aligned with business goals and operational stability.
• Led and supported strategic programs aligned with business goals, including Voice of Customer (VoC) initiatives such as NPS and CSAT, driving continuous service improvement and customer satisfaction.
• Led and managed the implementation, administration and configuration of key business operation platforms such as Dynamics 365 Customer Service, Intercom, Jira, Confluence, Simpro, 3CX. Focused on ensuring seamless transitions, aligning systems with support workflows and business requirements, while driving change management initiatives and promoting user adoption for sustained success.
• Contributed to the development of sales proposals and responded to RFPs (Requests for Proposals) in collaboration with the Sales and Leadership teams, providing input on support models, SLAs, and service capabilities to secure new business and renewals.

Key Achievements:

• Team Growth & Structure: Built the support team from the ground up, scaling from 2 to 20 FTE at its peak. Following a company-wide restructure, reshaped the team into a lean, cross-functional unit of 10 FTE across helpdesk, SupportOps, application support, and hardware staging while maintaining high service level and operational efficiency. Introduced a New Way of Working (NWOM) to drive agility and accountability, including: Cross-functional task ownership to enable better multitasking and outcome delivery across roles. Quick daily standups to align priorities, increase visibility, and unblock issues quickly. A knowledge-first culture where all team members actively contribute to documentation and continuous learning via Confluence.
• SupportOps Function Development: Played a key role in establishing the SupportOps function from the ground up, defining its purpose, operating model, and strategic goals. The function was created to enable and empower the wider support team by ensuring they have the right tools, systems, and workflows to deliver service excellence. Led and supported efforts to optimise processes and integrate platforms (Dynamics 365, Simpro, Jira), resulting in a 30% increase in team productivity and a 60% reduction in manual data entry errors.
• Contract & Revenue Recovery: Spearheaded contract reviews, development, and recovery initiatives in my first two years at Entwined, successfully recovering $260K in backdated support revenue by implementing a comprehensive contract audit process, working closely with legal and finance teams to identify discrepancies, missed revenue opportunities, and areas for contract optimization. Worked closely with the finance team, Head of Sales, and CEO to create clear payment structures for clients, ensuring transparency and accuracy with payment processes. These efforts, combined with the establishment of a recurring support and licensing revenue process, secured an additional $1.2 million in annual revenue for the company.
• Team Culture & Development: Pioneered HR initiatives to shape a strong, values-driven team culture and scalable performance framework. Developed the company’s first-ever Team Handbook and V2MOM framework to guide team operations and collaboration - setting the standard for other departments across the business. Launched structured team-building and development programs, including Lunch & Learns, a Team Health Matrix, and a Skills Competency Matrix; these are tools now used by the newly appointed outsourced HR company to support promotions, pay reviews, and professional growth across the entire business.
• Process Leadership & Business Transformation: Led the creation of the company’s Critical Incident Management Process in collaboration with the Head of IT, ensuring efficient and effective response and resolution of critical, high-impact issues. I have also collaborated with the Head of Sales and Head of Product to create and implement the company’s New Customer Onboarding Process, designed to speed up time-to-value for new customers. As a result, new customers are now onboarded 3x quicker with 50% less effort to set them up in our systems, enhancing overall customer experience and satisfaction.

• Led and managed support activities for the APAC and ANZ region, supporting customers across Malaysia, Singapore, Japan, Australia, and New Zealand.
• Provided leadership and day-to-day management of a small support team of two engineers, ensuring consistent service delivery and technical excellence.
• Delivered internal technical and product training for technical sales representatives and new hires, becoming the go-to APAC team product trainer.
• Regularly travelled to customer sites to conduct tailored training sessions and provide hands-on post-sales support.
• Led customer onboarding and enablement activities, including discovery sessions, product demonstrations, proof of concept workshops, and on-site deployments and training.
• Seconded to customer sites multiple times as part of the Professional Services offering to support CMS implementation and installation activities.
• Developed and maintained key support materials including demo environments, product kits, troubleshooting documentation, and other technical collateral.
• Defined and implemented formal Quality Assurance (QA) processes for the Professional Services team, introducing success metrics and aligning practices with industry standards.
• Designed and launched scalable product training modules and delivery frameworks, which were rolled out globally across technical sales and support teams.

• Identified, documented, and tracked bugs, errors, and interoperability issues within the Appspace CMS using JIRA and Microsoft Team Foundation Server (TFS).
• Developed and executed test plans and test cases for daily smoke tests and weekly regression testing cycles in both TFS and JIRA.
• Led beta testing and early field trials for new Appspace software releases and hardware integrations with key partners such as Cisco.
• Prepared and presented weekly test execution reports to QA and Software Development Managers, detailing test coverage, issues, and recommendations.
• Established internal standards for using Selenium to support test automation efforts, improving efficiency and consistency across QA activities.
• Consistently strong performance led to a promotion to QA & APAC Support Team Lead, recognising contributions to quality improvements and cross-regional support initiatives.