Summary
Overview
Work History
Education
Certification
References
Timeline
Generic

Lorna Murphy

St. Louis

Summary

Compassionate, service-oriented Certified Nursing Assistant with 10 years of experience in a fast-paced hospital setting. Passionate about providing personalized care to patients, focusing on comfort, safety, and patient dignity.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Hospice Aide

AccentCare Hospice
St. Louis
03.2023 - Current
  • Supported grieving families by offering listening ear, compassion and kindness.
  • Helped patients maintain dignity during difficult times.
  • Assisted terminally ill patients with bathing, grooming and dressing.

Dsp

United Cerebral Palsy Heartland
St. Louis
08.2021 - Current
  • Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Supervised medication administration, personal hygiene and other activities of daily living.

Customer Service Representative

Equifax
Earth City
11.2020 - 08.2022
  • The Work Number (verification of employment and income) and W2 services and disputes
  • Work with each contact to establish rapport with and gain the confidence of the caller
  • Deliver excellent customer service and strive to exceed customer expectations
  • Contribute to positive team metrics and meet predetermined productivity standards
  • Partner with the internal business area and Internal
  • Service Center teams for technical matters and client issue resolution, escalating issues through appropriate methods
  • Document details of client interaction into the system while on the phone
  • Ability to follow a script when conversing with callers Follow security processes & procedures at all times when handling calls due to the visibility of personal data Accurately communicate call and/or special project status to supervisor
  • Unemployment Claims Receive and prioritize claims, questionnaires and other unemployment related data
  • Analyze individual case information by reviewing data accessed through the PC, from documented telephone calls or document images, to determine if the facts warrant a response
  • Using the details regarding an employee’s separation provided by the client, interpret and apply state laws and regulations in response to unemployment documents
  • Respond to a state agency with all pertinent details within the time frame allowed by the state or departmental procedures
  • Initiate timely telephone calls, faxes or emails to customers, completed by co-workers, to obtain, document or pass along needed information
  • Works as a team with our Unemployment Insurance
  • Consultants to ensure accurate and necessary information retrieved from customers is documented clearly and thoroughly into our database
  • Ensures that work is accurate and complete, processed in a timely manner with proper spelling and grammar
  • Investigates and resolves state agency concerns with supervisor, other departments and/or State Relationship
  • Managers in a timely manner
  • Disputes Analyze client data seeking the source of inaccuracies
  • Load data into test and a production environment
  • Review historical data in a production environment
  • Perform regression testing after hours as needed
  • Flexible in availability and willing to adjust based upon business needs Transcribe IVR request to process Employment Data
  • Reports
  • Monitor email accounts in order to ensure manual
  • Employment Data Report request are handled within departmental service levels

Certified Nursing Assistant

Village North Nursing Home
St. Louis
11.2013 - 12.2020
  • Answering call buttons and alerting nurses to any emergencies Monitoring patient needs and reporting any issues to other healthcare personnel Helping patients with their daily needs, such as eating, bathing, dressing, and using the bathroom Ensuring the comfort of the patient by changing bedding, filling water jugs, and positioning items so they are in reach Repositioning a patient in bed Helping a patient move from a bed to a chair or wheelchair, and back Assisting with lifting patients from their bed to examination tables, surgical tables, or stretchers

Customer Service Representative

Realtime Results
St. Louis
03.2011 - 02.2013
  • Maintaining a positive, empathetic and professional attitude toward customers at all times Responding promptly to customer inquiries Communicating with customers through various channels Acknowledging and resolving customer complaints Knowing our products inside and out so that you can answer questions Processing orders, forms, applications, and requests Keeping records of customer interactions, transactions, comments and complaints Communicating and coordinating with colleagues as necessary Providing feedback on the efficiency of the customer service Ensure customer satisfaction and provide professional customer support

For Example

Employers name
City

Education

Hazelwood Central High School
Hazelwood, MO
05.2005

Certification

CNA CPR Certification Certified Nursing Assistant Skills Vital Signs Caregiving IVR

References

References Available Upon Request

Timeline

Hospice Aide

AccentCare Hospice
03.2023 - Current

Dsp

United Cerebral Palsy Heartland
08.2021 - Current

Customer Service Representative

Equifax
11.2020 - 08.2022

Certified Nursing Assistant

Village North Nursing Home
11.2013 - 12.2020

Customer Service Representative

Realtime Results
03.2011 - 02.2013

For Example

Employers name

Hazelwood Central High School

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