Summary

Overview

Work History

Education

Skills

Timeline

Tori McFarland

Payson,Utah

Summary

Client Support and Technical Support Specialist with experience supporting SaaS CRM platforms, Salesforce integrations, and API troubleshooting. Strong background in compliance, quality assurance, and regulated industries. Known for clear client communication, detailed documentation, and effective collaboration with Tier 2 support and development teams.

Overview

years of professional experience

Work History

Client Support Specialist

ICE Mortgage Technology

04.2025 - Current

Provide client and technical support for CRM lead management systems and Salesforce integrations
Investigate and troubleshoot API calls, custom integrations, automations, and Dial IQ calling software
Utilize Salesforce, Postman, and Splunk to diagnose issues and verify system behavior
Create detailed Jira defect tickets with clear reproduction steps and documentation
Collaborate closely with Tier 2 support and development teams to resolve client issues
Ensure accurate issue tracking, documentation, and timely client communication throughout resolution

Technical Support Specialist

JobNimbus

12.2024 - 04.2025

Supported contractors and roofers using a complex CRM platform
Troubleshot technical issues and guided users through platform features and workflows
Helped customers optimize usage of the software to streamline operations
Delivered clear, efficient solutions to improve overall customer experience
Maintained detailed case documentation to support issue tracking and follow-up

Quality Assurance & Compliance Analyst

Clearlink

07.2024 - 12.2024

Monitored insurance sales calls to ensure compliance with Medicare regulations
Audited sales processes and identified compliance risks and quality issues
Completed weekly scorecards and compliance write-ups for leadership review
Provided coaching and feedback to help agents meet quality and audit standards
Stayed current on Medicare regulations to ensure accurate and ethical sales practices

Human Resources Assistant

Deer Valley Resort

10.2023 - 01.2024

Supported HR operations including sending job offers and processing terminations
Assisted with recruiting and onboarding of new employees
Verified employment eligibility and completed I-9 documentation
Assisted employees with benefits information and onboarding questions
Maintained accurate employee records and confidential documentation

Customer Support Specialist

apree health

02.2023 - 10.2023

Assisted customers with health insurance inquiries and healthcare app support
Provided technical troubleshooting for mobile app and website issues
Scheduled medical appointments and resolved account-related concerns
Used Salesforce to document cases and track customer interactions
Communicated with customers via phone, email, and chat to ensure satisfaction

Compliance Analyst

1-800 Contacts

06.2019 - 02.2023

Ensured compliance with the Contact Lens Rule, HIPAA, and federal regulations
Communicated with doctors’ offices and patients to verify prescription information
Resolved prescription and order issues to ensure timely and compliant fulfillment
Maintained accurate records while balancing regulatory compliance and customer experience

Service Missionary

Church of Jesus Christ of Latter-day Saints

05.2016 - 11.2017

Served in leadership roles and conducted meetings and training sessions
Maintained detailed records and reports
Developed strong communication, teaching, and interpersonal skills