Christina Dockstader
Graham
Summary
Customer Support and Technical Tools Specialist with over 20 years of experience in support operations, client onboarding, training, and escalation management. Proven track record of improving customer satisfaction, streamlining processes, and driving platform adoption. Skilled in Salesforce, Zendesk, SQL, and CRM tools. Strong communicator with a focus on user enablement, documentation, and cross-functional collaboration.
Overview
26
26
years of professional experience
Work History
Prayer Line Associate
Billy Graham Evangelistic Association
01.2021 - Current
- Provide spiritual support and resource information via phone and email with empathy and accuracy.
- Respond to a high volume of inquiries while maintaining quality standards and client trust.
- Adapt quickly in remote environments and manage workload independently.
Business Development Associate
Cover Whale Insurance Solutions
01.2021 - 01.2023
- Managed a $45M book of business across 150+ agencies, exceeding revenue goals by 30%.
- Partnered cross-functionally with underwriting and tech teams to scale partner performance.
- Maintained accurate records of all prospecting activities using CRM software tools for effective lead tracking and follow-up efforts.
Client Support Onboarding & Training Specialist
Cover Whale Insurance Solutions
01.2020 - 01.2021
- Onboarded over 5,000 clients to a trucking insurance platform, improving adoption and retention through live training webinars, improved user guides, and collected client feedback for platform improvements.
- Coordinated technical issues and resolutions with engineers, and tracked escalations through to closure using CRM and ticketing systems such as Salesforce, Zendesk, Freshdesk, and HubSpot.
- Enhanced employee performance by developing and implementing comprehensive training programs.
Call Center Quality Assurance Analyst
Cover Whale Insurance Solutions
10.2019 - 01.2020
- Mentored and coached team members on QA topics and strategies.
- Developed internal training documentation and knowledge base content for support teams.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
Instructional Aide
Graham ISD
01.2016 - 10.2020
- Assisted in monitoring student progress, providing feedback to teachers for assessment and improvement strategies.
- Assisted teachers in developing and implementing lesson plans.
- Provided one-on-one support for students needing additional assistance, improving their understanding of course material.
Optician / Assistant Manager
Walmart Vision Center
01.2014 - 01.2017
- Improved patient satisfaction by providing attentive and knowledgeable assistance in frame selection and fitting.
- Managed QA processes and trained new employees on vision care policies and tools.
- Ensured strict adherence to health and safety protocols, maintaining a safe environment for both staff and patients.
Financial & Insurance Advisor
USAA
01.2010 - 01.2014
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
- Mentored new advisors and contributed to knowledge-sharing initiatives.
Office Manager
Lane & Associates
01.1999 - 01.2010
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
Education
Bachelor of Arts - Mass Communication
Midwestern State University
Wichita Falls, TXSkills
- HubSpot
- Zendesk
- Freshdesk
- Slack
Microsoft Office
- Adobe CC
- 3M Coding
- SQL Reporting
- Database Management
Timeline
Prayer Line Associate
Billy Graham Evangelistic Association
01.2021 - Current
Business Development Associate
Cover Whale Insurance Solutions
01.2021 - 01.2023
Client Support Onboarding & Training Specialist
Cover Whale Insurance Solutions
01.2020 - 01.2021
Call Center Quality Assurance Analyst
Cover Whale Insurance Solutions
10.2019 - 01.2020
Instructional Aide
Graham ISD
01.2016 - 10.2020
Optician / Assistant Manager
Walmart Vision Center
01.2014 - 01.2017
Financial & Insurance Advisor
USAA
01.2010 - 01.2014
Office Manager
Lane & Associates
01.1999 - 01.2010
Bachelor of Arts - Mass Communication
Midwestern State University
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