Dave Baggette
About Dave Baggette
Dave Baggette serves as the Vice President of Customer Experience at Connectria, where he has worked since 1998. He has a strong background in operations and IT, having previously held roles such as Assistant Vice President and Director, and has significantly improved productivity and customer satisfaction during his tenure.
Current Role at Connectria
Dave Baggette serves as the Vice President of Customer Experience at Connectria, a position he has held since 1998. In this role, he focuses on enhancing customer satisfaction and engagement. His leadership has been instrumental in developing strategies that support a customer base exceeding 500 clients. He has implemented processes that facilitate continuous feedback from customers, ensuring that their needs are met effectively.
Previous Experience at Connectria
Baggette worked at Connectria for 22 years, holding various positions including Assistant Vice President of Operations and Director of IT. During his tenure, he built a Project Management Team that improved business onboarding activities, resulting in a 20 percent productivity increase. He also led a financial project that identified over two million dollars in findings, positively impacting EBITDA.
Professional Background in IT
Prior to his career at Connectria, Dave Baggette was a Systems Programmer at GMAC Insurance from 1990 to 1997. This role provided him with foundational experience in information technology, which he later applied in his various positions at Connectria. His extensive background in IT has contributed to his effectiveness in managing customer experience initiatives.
Education and Training
Dave Baggette studied Information Technology and earned a Master of Business Administration (MBA) from Southern Illinois University Edwardsville between 1994 and 1996. He also completed training at Dale Carnegie and Carnegie, which has equipped him with skills in leadership and customer relations. This educational background supports his current role in enhancing customer experience.
Customer Experience Initiatives
In his current role, Baggette has built a Customer Success team of six members, significantly increasing customer satisfaction by 40 percent. He established a Quarterly Business Review (QBR) process to provide insights to customers and gather feedback for continuous improvement. Additionally, he developed surveys to assess customer feedback, maintaining Net Promoter Scores (NPS) above 75.