Anila Fredericks

Head of Customer Service Operations Telstra
Anila heads the International Service Centre and leads Operations and Customer Experience teams focused on building, managing and developing end to end operational capability to deliver assurance support to Telstra’s Global customers. She strives to drive significant systemic improvements delivering uplifted capability ensuring her team exceeds the customer’s expectations. More recently Anila has been leading digital transformation with the focus on delivering a world class customer experience that is renowned in the industry for its quality, intimacy, reliability
After a few years in Sales & Service in Telstra, Anila embarked on the Telstra Graduate Program covering rotations in Business Development, Project management, Lean Transformation and Competitive Intelligence. Keeping the customer at heart, Anila has built great credibility in managing high performing teams.
Anila is passionate about diversity and heads the Telstra International D&I councilfor Singapore & Malaysia.
She has an undergraduate degree in Pharmacy, an MBA and a post graduate diploma in IT systems. Spanning 20 years her career has covered sales and service operations in highly competitive, high volume environments, consistently exceeding sales / service objectives and retaining client loyalty. These achievements have been built on sound planning and organisational ability, pragmatic decision making, effective competitor analysis and innovative solutions to customer service and staffing problems.
Anila is passionate about mentoring high school students & graduates, crafting and travelling with her familyand relaxing in front of Netflix with her crochet projects.


Wednesday, March 4th, 2020

2:15 PM Making them Stick: Co-Creating Loyalty Programs and Experiences in a Digital Era

• Looking beyond just rewards to build and innovate customer loyalty programs
• Developing market segmentation to enhance customer loyalty, purchases and conversions
• Delivering consistent brand experience at every customer touchpoint and interaction

Check out the incredible speaker line-up to see who will be joining Anila.

Download The Latest Agenda