Bernice Urquhart

The primary purpose of this role is to design and develop impactful learning solutions that support consistent & and effective training, enabling successful sales outcomes. Delivery of projects to improve and maximise the effectiveness and impact of training systems, structures and learning solution outputs.

Accomplishments:

• Successfully conducted multiple Training Needs Analyses in collaboration with National Sales Training Managers, Global Product Managers and Market Product Managers, resulting in identification and establishment of clear Learning Objectives and outputs aligned with organisational goals.
• Designed and led the development of multiple impactful learning solutions for both New Product Introductions (NPI) and Non-NPI content development requirements for Fisher & Paykel and Haier.
• Organised and facilitated Masterclasses (Train the Trainer) sessions with National Sales Training Manager s and Training Captains to equip them with the necessary knowledge to effectively deliver training programs to their respective teams.
• Collaborated with stakeholders to continuously improve and enhance learning experiences, materials and Global Product Training (GPT) processes such as LNAs and Masterclasses.
• Led the comprehensive revamp of the GPT SharePoint page, implementing metadata organisation techniques to improve accessibility, searchability and user experience.

Responsibilities:

• Collaborating closely with National Sales Training Managers and various key stakeholders to ensure the effective creation, implementation, and evaluation of training initiatives for Fisher & Paykel, Haier and DCS.
• Assisting markets in optimizing training resources and tools to achieve maximum outcomes effectively.
• Conducting comprehensive Training Needs Analysis in collaboration with stakeholders, including when necessary, the Training Enterprise process, to identify and establish agreed-upon Learning Objectives and Outputs.
• Leading development of learning solutions and content development requirements until final sign-off is achieved.
• Applying robust instructional design skills, aligned with F&P methodologies, to construct impactful learning experiences, including Train the Trainer programs, aimed at fostering successful sales and service outcomes.
• Overseeing continuous review and enhancement of learning experiences and materials, informed by data analysis and feedback assessment.
• Overseeing the piloting of novel learning experiences, evaluating their effectiveness, and refining them as needed for successful implementation in the market.
• Maintaining transparent and constructive two-way communication channels with markets, key stakeholders, and Product Management to capture and disseminate crucial inputs and information effectively.

Accomplishments:

• Successfully assisted with streamlining the Warranty process by establishing and distributing new policies and procedures.
• Establish a process to ensure successful bulk upload of claims reimbursable to Subaru Corporation. This has ensured that regular payments are made.
• Since 2020, developed and established e-learning content for dealer network and internal staff members.
• Completed the Articulate360: The Essentials course through Auldhouse in 2021 as well as the Articulate360: Advanced course in 2022.
• Led and collaborated on 20 e-learning modules- courses included Technical, Sales, and Warranty training.
• Managed the Learning Management System (LMS), overseeing and action tasks associated with user accounts, content management and system maintenance.
• Created customised reporting tools to assist with branch-specific and user-specific completion rates.

Responsibilities:

• Assess the learning needs of different stakeholders within the organisation including employees, technicians, and dealers.
• Develop effective e-learning courses and materials that align with the specific learning objectives identified during the LNA phase.
• Create engaging and informative content, including presentations, videos, e-learning modules and interactive activities.
• Work closely with Subject Matter Experts (SMEs), trainers, managers, and other stakeholders to ensure the accuracy and relevance of training materials and programs.
• Leverage instructional design technologies and learning management systems to deliver training content efficiently and track learner progress.
• Maintain effective communication channels with stakeholders to ensure alignment of training objectives with organisational goals and priorities.
• Establish a clear understanding of the company's policies and vision and how the Aftersales department contributes to these.
• Provide warranty support to dealers.
• Process dealer warranty claims, and submissions to Subaru Corporation.
• Ensure warranty operations comply with factory standards.
• Prepare monthly, quarterly and annual warranty/recall and service campaign completion reports as required.
• Respond to, and deal with dealer or customer communication by email and telephone as required.
• Liaise with customers, suppliers and service providers.
• Facilitate and/or assist with onsite and remote warranty audits within the Authorised Subaru Dealer Network.

Accomplishments:

• Successfully reduced correction rate from 34% to 4% within 3 months.
• Implemented streamlined processes and systems that led to a 2 day reduction of time taken to process warranty and Motorplan claims, resulting in faster claim payments from BMW SA.
• Ensured compliance with BMW SA regulations and standards through regular self-audits, including warranty processing, resulting in improved audit outcomes and reduced risk of non-compliance penalties.
• Assisted with the implementation of performance incentives that resulted in improved productivity and morale among costing clerks, leading to a more effective team.

Responsibilities:

• Providing leadership and guidance to costing clerks, ensuring they understand their roles and responsibilities within the service administration department.
• Supervising the costing process for all service repair orders, ensuring accuracy, completeness, and compliance with BMW SA policies and accounting standards.
• Analyzing service repair orders, monitoring trends, and preparing reports to provide insights into profitability, cost-effectiveness, and opportunities for improvement within the service department.
• Implementing quality control measures and conducting periodic audits to ensure the integrity of costing records, and compliance with BMW SA processes.
• Providing support and assistance to service advisors and customers regarding service invoice inquiries, cost breakdowns, and other financial matters related to service repair orders.
• Maintaining accurate and organised records of service repair orders, invoices, and other financial documents in compliance with dealership policies and BMW SA processes.

Accomplishments:

• Increased daily service and accident-related bookings of customers from 10 motorcycles per day to 15 motorcycles per day.
• Increased monthly labour profit from R150 000 to R180 000- R200 000 by upselling on service items, accident-related work, and confirming if motorcycles have any warranty work outstanding.
• Implemented a new 4 eye principal method which reduced debited claims from October 2017 onwards. Special mention received from Auditor at BMW SA (March 2018)

Responsibilities:

• Cultivate enduring customer relationships through transparent communication, swift resolution of issues, and unwavering professionalism in all interactions.
• Stay abreast of BMW motorcycle technology advancements, industry trends, and service methodologies through continuous training and professional development endeavours.
• Collaborate with dealership management and team members to identify opportunities for operational streamlining and efficiency enhancement across service operations and costing administration.
• Administer warranty claims procedures, meticulously documenting and expeditiously forwarding claims to BMW Group or insurance entities.
• Maintain precise records of service schedules, work orders, parts inventory, and client interactions consistent with dealership protocols and BMW SA's standards.
• Provide individualised consultations and exemplary customer service to BMW owners seeking maintenance, repairs, and enhancements.
• Evaluate customer requirements, attentively address concerns, and provide well-informed recommendations based on BMW manufacturer guidelines and technical proficiency.

Accomplishments:

• Took initiative to coach and train my coworkers on how to do use formulas on MsExcel spreadsheets to more effectively and efficiently calculate various costs to input into ADP Autoline.
• Attended weekly meetings with each technician to assist with their respective clocking and storyline, resulting in the improvement of Technician efficiency by 12% and Labour profit by R162k within 2 months.

Responsibilities:

• Manage motorplan and warranty claims processes for BMW vehicles, ensuring accurate documentation and timely submission to BMW Group or insurance providers.
• Review service job details and customer information to determine eligibility for motorplan coverage or warranty benefits according to BMW policies and guidelines.
• Accurately calculate costs associated with motorplan-covered or warranty-covered repairs, including labour, genuine BMW parts, and additional expenses.
• Prepare comprehensive claims documentation, including repair orders, parts invoices, and warranty information, adhering to BMW Group and insurance provider standards.
• Communicate effectively with BMW Group representatives, insurance companies, and service advisors to address claim-related inquiries, discrepancies, and escalations.
• Maintain detailed records of motorplan and warranty claims, tracking claim statuses, approvals, and reimbursements to ensure accuracy and compliance.
• Provide knowledgeable assistance and guidance to service advisors and customers regarding motorplan coverage, warranty benefits, and claim procedures specific to BMW vehicles.
• Collaborate with dealership management and staff to identify opportunities for process improvements and efficiency gains in motorplan and warranty administration.
• Stay informed about updates to BMW motorplan policies, warranty terms, and insurance requirements, participating in training and development opportunities as needed.

Accomplishments:

• Successfully improved turnaround time by 1.5 hours for the customer, parts and motorcycle delivery and collection by working out accurate routes 2 days prior to booking dates
• Improved turnaround time for parts located from Germany which takes 15 working days to arrive for repairs on motorcycles by locating parts from other Motorrad dealers which reduces the turnaround time to 1-3 days.
• Improved profit by accepting tyre fitments, puncture repairs, and bulb replacements as walk-in customers instead of bookings.
• Maintained good relationship with the Tshwane Metro Police Department (TMPD), BMW Motorrad Executive Rentals, Samatours, and BMW Motorrad Club Pretoria by offering special discounts on parts, lifestyle items, and services as these entities are loyal customers to Bavarian Motorcycles who bought 10-15 motorcycles from the dealer a month.

Responsibilities:

• Provide personalised consultation and exceptional customer service to customers seeking motorcycle maintenance, repairs, and upgrades.
• Assess customer needs, listen to concerns, and offer informed recommendations based on technical expertise and BMW guidelines.
• Accurately estimate costs associated with service jobs and repairs, preparing detailed quotes and ensuring transparency in pricing.
• Maintain meticulous records of service appointments, repair orders, parts inventory, and customer communications in compliance with dealership standards and BMW SA processes.
• Manage warranty claims with BMW SA, documenting warranty-covered repairs and coordinating reimbursement processes.
• Foster positive customer relationships through effective communication, prompt resolution of concerns, and professionalism in all interactions.
• Stay updated on the latest advancements in motorcycle technology, industry trends, and service procedures through ongoing training and development initiatives.

Accomplishments:

• Maintained Motorrad customer satisfaction by handling all Motorrad lifestyle claims personally.
• Took initiative to coach and train my coworkers on how to use ASAP, OASIS, BSI, RSD, KSD and Microsoft Office.
• Ensured all claims are submitted in time by ensuring all paperwork is present, parts tagged, clocking correct, storylines correct, and repair costed within 7 day allowed timeframe.

Responsibilities:

• Analysing service repair orders to identify trends, patterns, and areas for cost optimisation or improvement.
• Assisting with the preparation and processing of customer invoices for completed service and warranty jobs.
• Collaborating with service advisors, technicians, and other team members to ensure seamless coordination.
• Maintaining organised records of service job costs, invoices, purchase orders, and other financial documents.
• Following the BMW's guidelines and procedures for submitting warranty claims electronically or through other designated channels.
• Ensuring that warranty claims are submitted accurately and in compliance with BMW SA requirements, including timelines and documentation standards.
• Monitoring the status of submitted warranty claims and following up with BMW SA as needed to resolve any issues or discrepancies.
• Ensuring timely reimbursement from BMW SA for approved warranty claims, and reconciling any discrepancies or delays in payment.
• Serving as the primary point of contact between the dealership and BMW SA regarding warranty claims, inquiries, and resolution of issues.