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Alicia Mills serves as the Director of Customer Operations and Head of Customer Operations at Wifinity since February 2021, where strategic leadership encompasses the management of various customer service functions including contact centres and field engineering. Alicia has successfully led transformation initiatives aimed at enhancing operational scalability, utilizing data for continuous improvement, and transitioning operations to a remote environment. Prior to Wifinity, Alicia held various roles at Booking.com from February 2013 to November 2020, including EMEA Regional CS Manager for Learning & Quality, where project and people management improved key performance indicators and quality scores. Additional experience includes leading customer service at The Handpicked Collection and managing a diverse team at Commonwealth Bank in various capacities, including bank management and performance strategy.