Fromunda Lele Hani
Witbank
Summary
Customer Service Professional skilled in complaint resolution and customer engagement. Delivers reliable service by effectively clarifying customer needs and enhancing satisfaction through strong communication and problem-solving. HR Officer experienced in critical decision-making, deadline management, and team reviews, focused on driving company growth and improvements.
Overview
5
5
Languages
1
1
Certification
24
24
years of professional experience
Work History
Work management/call center
Thungela operations
Witbank, South Africa
02.2019 - 12.2025
- Maximised customer engagement and satisfaction through excellent customer service.
- Resolved complaints through clear communication and practical problem solving, enhancing customer satisfaction.
- Clarified customer needs and delivered reliable service, ensuring positive customer experiences.
- Addressed customer concerns by actively listening and providing solutions. and escalated major issues to supervisor.
- Listened actively to customers to understand requests and address concerns.
- Identified issues, analysed information, and proposed workable solutions promptly.
- Collaborated with team to achieve target service outcomes, contributing to overall team success.
- Conducted training sessions and mentorship for new employees to enhance skills. employees to improve day-to-day team performance.
- Prepared written communication documents and reports for service records.
HR Officer
Anglo american
Witbank, South Africa
07.2013 - 01.2019
- Supervised staff recruitment, interviewing, selecting and onboarding.
- Managed recruitment processes, including advertising vacancies, screening candidates, and coordinating interviews.
- Conducted disciplinary, grievance and absence management, maintaining positive relationships with employees throughout.
- Managed absence records, monitoring sickness and leave, and producing reports for senior management review.
- Prepared employment contracts and amendments, ensuring terms are clear, fair, and legally compliant.
- Reviewed and updated job descriptions, ensuring they accurately reflect current roles and responsibilities.
- Maintained confidential HR records, ensuring accurate documentation of employee data and compliance with data protection laws.
Full time shop steward
Anglo american
Witbank, South Africa
06.2011 - 06.2013
- Delivered safety talks on emergency responses and practical actions to enhance workplace readiness.
- Demonstrated emergency response techniques during training sessions to prepare staff effectively.
- Coordinated communication between employees and employers to resolve safety issues at work.
Miner
Anglo american
Witbank, South Africa
03.2005 - 05.2011
- Conduct regular safety inspections of equipment and work areas, ensuring compliance with safety regulations.
- Apply sound judgement and make time-critical decisions, minimising worker-related incidents and enhancing safety culture.
- Install roof supports and bolts to prevent collapses in mine tunnels.
- Participate in continuous improvement initiatives to raise mining efficiency and safety.
- Document daily production figures and report discrepancies to management, facilitating timely decision-making.
clerk
Anglo american
Witbank, South Africa
02.2002 - 03.2005
- Coordinated client communications by answering calls and promptly following up via email.
- Handled telephone calls to provide information and record accurate messages for follow-up.
- Evaluated customer needs through clear communication and timely responses to queries.
Education
HR RESULTS - HR
Unisa
Middelburg, campus mp01-2014
blasting certificate - blasting
Colliery training college
Witbank, MP01-2005
Abet diploma - abet diploma
Unisa
Middelburg, MP01-2001
teachers diploma - teachers diploma
wits university
kwandebele college01-1996
national senior certificate - Matric
Mzimhlophe SENIOR Secondary school
kwandebele01-1992
Skills
- Customer engagement
- Complaint resolution
- Analysis and decision making
- Recruitment management
- Performance management
- Staff development
- office administrator
- data capturing
- MWPF and death payments
- customer focus
Languages
zulu
First Language
English
Upper Intermediate
B2
Afrikaans
Intermediate
B1
xhosa
Upper Intermediate
B2
nguni language
Advanced
C1
Certification
- dvance computer literacy diploma
- SHE RISK MANAGMENT
- Blasting certificate
- HR RESULTS
- TEACHERS DIPLOMA
- ABET DIPLOMA
Interests
- Reading
- communication skills
- marketing
- travel
- music
Timeline
Work management/call center
Thungela operations
02.2019 - 12.2025
HR Officer
Anglo american
07.2013 - 01.2019
Full time shop steward
Anglo american
06.2011 - 06.2013
Miner
Anglo american
03.2005 - 05.2011
clerk
Anglo american
02.2002 - 03.2005
HR RESULTS - HR
Unisa
blasting certificate - blasting
Colliery training college
Abet diploma - abet diploma
Unisa
teachers diploma - teachers diploma
wits university
national senior certificate - Matric
Mzimhlophe SENIOR Secondary school