Tylah Prause
Brisbane,Australia
Summary
Motivated and adaptable professional with experience in customer service, dispute resolution, roadside assistance, and insurance claims. Skilled in managing high-pressure situations, providing empathetic support, and resolving complex enquiries efficiently and professionally. Proven ability to work cross-functionally, lead by example, and contribute to process improvement initiatives. Recognised for strong communication skills, attention to detail, and a commitment to delivering exceptional service experiences. Completed a Diploma of Justice Studies and planning to commence a Double Degree in Business and Law, with a strong interest in progressing within the insurance, legal, or compliance sectors.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Dispute Resolution Specialist
Allianz Partners
Brisbane, QLD
10.2024 - Current
- Handled travel insurance complaints from both internal and external customers (AFCA, IFSO), ensuring timely, compliant, and effective resolutions
- Applied knowledge of regulatory frameworks such as RG271, GICOP, and FIC to uphold complaint-handling standards
- Drafted detailed responses for dispute resolution bodies, conducting investigations and recommending fair outcomes
- Managed the full dispute lifecycle from first contact through to final resolution, meeting all required timelines
- Communicated complex insurance matters clearly and empathetically via both written and verbal channels
- Conducted root cause analysis of complaints and suggested improvements to prevent recurrence
- Collaborated with internal stakeholders to ensure fair, compliant, and customer-focused resolutions
- Facilitated monthly product team meetings, providing insights from AFCA findings and driving improvement initiatives
- Assisted the IDR team with queries regarding AFCA/IFSO approaches to ensure informed complaint handling
Customer Service Specialist
Allianz Partners
Brisbane, QLD
12.2023 - 10.2024
- Delivered outstanding customer service across inbound and outbound call channels
- Resolved a wide range of enquiries with a focus on empathy, accuracy, and efficiency
- Developed strong de-escalation skills, especially when assisting during emergency vehicle breakdowns
- Progressed from Front Office Agent to cross-skilled roles across Logistics, BMW HyperCare, and Provider Management
- Coordinated with Porsche and BMW head offices, dealerships, and rental providers to ensure seamless logistics support
- Dispatched service jobs and supported field agents to optimise delivery of roadside assistance
- Managed high-priority BMW HyperCare cases, including follow-ups and VIP support
- Partnered with leadership to coordinate team meetings, support recruitment, and assist in interviewing new hires
- Logged call notes and customer data using CRM systems to ensure accurate, real-time record keeping
Claims Specialist – Motor
Suncorp
Brisbane, QLD
02.2023 - 12.2023
- Managed a high volume of inbound and outbound customer calls related to motor claims
- Assessed and processed claims in accordance with internal policies and regulatory standards
- Provided updates on claim progress, coverage details, and resolution timelines to customers
- Identified red flags and escalated potentially fraudulent claims for further investigation
- Delivered professional, compassionate service during total loss and high-stress scenarios
- Maintained detailed, compliant documentation in all case files
- Liaised with internal teams and external partners to ensure claim resolution was timely and accurate
- Consistently exceeded KPIs across customer satisfaction, claim turnaround time, and compliance metrics
Vehicle Detailer
Westpoint Autos
Brisbane, QLD
07.2022 - 01.2023
- Delivered high-standard detailing services to enhance vehicle presentation and customer satisfaction
- Completed full interior and exterior cleaning, paint protection, and vehicle preparation
- Managed tools and materials efficiently to meet daily service targets
- Installed licence plates and processed relevant documentation
- Provided tailored customer service based on client preferences and vehicle type
Vehicle Detailer
Mazda
Brisbane, QLD
01.2022 - 07.2022
- Performed comprehensive vehicle detailing, ensuring showroom-ready finishes
- Applied washing, waxing, and polishing techniques to protect and enhance paintwork
- Organised and maintained equipment for day-to-day efficiency
- Conducted final inspections before vehicle delivery to meet presentation standards
- Completed multiple jobs daily under tight deadlines with strong time management
Education
Diploma - Justice Studies
Tafe Queensland
03.2025
High School Diploma - undefined
Clairvaux Mackillop College
11.2021
Skills
- Customer Service Excellence
- Call Handling & De-escalation
- Time Management & Multi-tasking
- Stakeholder Management
- Problem-Solving
- Dispute Resolution & Conflict Management
- Cross-functional Collaboration
- Attention to Detail
- Claims Management
Certification
HLTAID003 – First Aid and CPR
Timeline
Dispute Resolution Specialist
Allianz Partners
10.2024 - Current
Customer Service Specialist
Allianz Partners
12.2023 - 10.2024
Claims Specialist – Motor
Suncorp
02.2023 - 12.2023
Vehicle Detailer
Westpoint Autos
07.2022 - 01.2023
Vehicle Detailer
Mazda
01.2022 - 07.2022
High School Diploma - undefined
Clairvaux Mackillop College
Diploma - Justice Studies
Tafe Queensland