Raghuveer (Ragu) Musty
Senior Product Manager at Tomo- Claim this Profile
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Bio
Alex Long
Raghu and I worked together at Convoy -- he's highly analytical, a quick learner, a supportive teammate, and brings an infectious energy to all that he does.
Kelly Horton-Poxton
I’ve worked with Raghu as a x-functional peer for 1.5 years and have very much enjoyed all the projects and initiatives we’ve partnered on together! Raghu can dive deep into data and resources and will quickly come out as a SME, always willing to offer up his expertise to folks who want to learn more or need help understanding a product or process. We partnered on a massive phone system migration project at Convoy, acting as key Customer Experience stakeholders to ensure our teams and customers’ needs were being meet throughout the process. Raghu was instrumental with driving better inbound phone performance within the Customer Experience teams following the migration. More specifically, he helped increase agent call answer rate by 40% by 1) simply leveraging the new phone system’s capabilities to set up more efficient & effective call routing processes for better servicing our customers calling in for support, and 2) Built call handling reporting tools for managers to help bridge performance metrics across all Specialist tasks. Raghu amazes me with his data skills, resourcefulness, one-team mentality, and how he always brings fun & care into the work environment.
Alex Long
Raghu and I worked together at Convoy -- he's highly analytical, a quick learner, a supportive teammate, and brings an infectious energy to all that he does.
Kelly Horton-Poxton
I’ve worked with Raghu as a x-functional peer for 1.5 years and have very much enjoyed all the projects and initiatives we’ve partnered on together! Raghu can dive deep into data and resources and will quickly come out as a SME, always willing to offer up his expertise to folks who want to learn more or need help understanding a product or process. We partnered on a massive phone system migration project at Convoy, acting as key Customer Experience stakeholders to ensure our teams and customers’ needs were being meet throughout the process. Raghu was instrumental with driving better inbound phone performance within the Customer Experience teams following the migration. More specifically, he helped increase agent call answer rate by 40% by 1) simply leveraging the new phone system’s capabilities to set up more efficient & effective call routing processes for better servicing our customers calling in for support, and 2) Built call handling reporting tools for managers to help bridge performance metrics across all Specialist tasks. Raghu amazes me with his data skills, resourcefulness, one-team mentality, and how he always brings fun & care into the work environment.
Alex Long
Raghu and I worked together at Convoy -- he's highly analytical, a quick learner, a supportive teammate, and brings an infectious energy to all that he does.
Kelly Horton-Poxton
I’ve worked with Raghu as a x-functional peer for 1.5 years and have very much enjoyed all the projects and initiatives we’ve partnered on together! Raghu can dive deep into data and resources and will quickly come out as a SME, always willing to offer up his expertise to folks who want to learn more or need help understanding a product or process. We partnered on a massive phone system migration project at Convoy, acting as key Customer Experience stakeholders to ensure our teams and customers’ needs were being meet throughout the process. Raghu was instrumental with driving better inbound phone performance within the Customer Experience teams following the migration. More specifically, he helped increase agent call answer rate by 40% by 1) simply leveraging the new phone system’s capabilities to set up more efficient & effective call routing processes for better servicing our customers calling in for support, and 2) Built call handling reporting tools for managers to help bridge performance metrics across all Specialist tasks. Raghu amazes me with his data skills, resourcefulness, one-team mentality, and how he always brings fun & care into the work environment.
Alex Long
Raghu and I worked together at Convoy -- he's highly analytical, a quick learner, a supportive teammate, and brings an infectious energy to all that he does.
Kelly Horton-Poxton
I’ve worked with Raghu as a x-functional peer for 1.5 years and have very much enjoyed all the projects and initiatives we’ve partnered on together! Raghu can dive deep into data and resources and will quickly come out as a SME, always willing to offer up his expertise to folks who want to learn more or need help understanding a product or process. We partnered on a massive phone system migration project at Convoy, acting as key Customer Experience stakeholders to ensure our teams and customers’ needs were being meet throughout the process. Raghu was instrumental with driving better inbound phone performance within the Customer Experience teams following the migration. More specifically, he helped increase agent call answer rate by 40% by 1) simply leveraging the new phone system’s capabilities to set up more efficient & effective call routing processes for better servicing our customers calling in for support, and 2) Built call handling reporting tools for managers to help bridge performance metrics across all Specialist tasks. Raghu amazes me with his data skills, resourcefulness, one-team mentality, and how he always brings fun & care into the work environment.
Experience
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Tomo
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United States
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Real Estate
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1 - 100 Employee
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Senior Product Manager
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May 2023 - Present
Ruthlessly advocating for customers to ensure that we’re building products that solve their needs. About Tomo: Tomo is a fintech startup that is on a mission to reinvent home buying—beginning with a simpler, faster, and less expensive mortgage experience. By empowering homebuyers with technology and transparency, we’re fundamentally changing the way people buy homes. Learn more: https://hellotomo.com/ Ruthlessly advocating for customers to ensure that we’re building products that solve their needs. About Tomo: Tomo is a fintech startup that is on a mission to reinvent home buying—beginning with a simpler, faster, and less expensive mortgage experience. By empowering homebuyers with technology and transparency, we’re fundamentally changing the way people buy homes. Learn more: https://hellotomo.com/
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Convoy Inc
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United States
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Transportation, Logistics, Supply Chain and Storage
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500 - 600 Employee
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Product & Program Manager, Customer Experience
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Jan 2021 - Mar 2023
Improving experience across 2M+ annual customer interactions by establishing Objectives & Key Results (OKRs), driving cross-functional collaboration across Product, IT, & Operations, advancing support capabilities, and enabling automation. ➤ Received “Deep Dive” award for improving customer communications by 50%+ through company-wide initiatives such as creating staffing strategies to navigate demand volatility, real-time monitoring dashboards, performance management tools, and training resources to enable decision-making for 100+ leaders. ➤ Scaled support operations across 3 offshore vendors and increased first-touch resolution rate by 42.4%. ➤ Uncovered $1M+ in unrecoverable costs due to systematic defects & received funding to launch a quality audit team. ➤ Managed product backlog, prioritization, and design by evaluating customer feedback and industry best practices: ➤ Designed feature for customers to report issues directly via the app without needing to call and implemented supporting internal ops strategy. This feature reduced issue resolution time by 10% and incidentals by 12%. ➤ Designed end-to-end technical architecture for customer communications platform to enable intelligent issue routing, improving call routing accuracy from 56.9% to 90.5%. ➤ Designed call routing architecture and team structure to support Spanish-speaking customers. Received “Moonshot - Diversity” award for impacting 20% of Convoy’s customers and contributing to Convoy’s DE&I. Show less
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CloudKitchens
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United States
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Real Estate
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100 - 200 Employee
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Customer Success Manager, Incubations
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Nov 2020 - Jan 2021
Designed and executed customer acquisition strategy for a new product launch, closing Annual Contract Value (ACV) of $5.2M in 2 markets. Designed and executed customer acquisition strategy for a new product launch, closing Annual Contract Value (ACV) of $5.2M in 2 markets.
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Uber
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United States
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Internet Marketplace Platforms
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700 & Above Employee
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Operations Manager, JUMP
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Jul 2019 - Jul 2020
Demonstrated path-to-profitability for Uber JUMP in 8 months. Owned P&L responsibilities, drove lean experimentation, & achieved lowest labor costs globally. ➤ Launched and managed 24/7 fleet + warehouse operations for 1K+ vehicles with 24 direct reports. ➤ Increased market share by 27% and secured #1 ranking by improving forecasting accuracy and demand optimization. ➤ Reduced operating costs by 80% by driving lean staffing experimentation and launching an on-demand workforce. ➤ Improved asset utilization by 87% by designing regional experiments and conducting A/B testing. ➤ Eliminated multiple fraudulent behaviors by creating detection algorithms and enabling real-time alert notifications. 🏆 AWARDS 🏆 ⭐ Promoted to central operations to scale 2-sided marketplace program and drive lean experimentation across US & Canada. Show less
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Tata Consultancy Services
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India
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IT Services and IT Consulting
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700 & Above Employee
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Product Manager, Functional Consulting
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Sep 2014 - Jul 2019
Managed product development team responsible for Eli Lilly’s internal apps and public-facing corporate websites like Lilly.com. Established IT Service Management best practices, team structure, & tools to empower teams through product development. ➤ Implemented 17 large-scale product enhancements through rigorous change management, impacting 70k+ users. ➤ Introduced adaptive agile approach to product planning and implementation, increasing team productivity by 3x. ➤ Conducted quarterly forecasting & capacity planning to support & enhance 52 web/mobile applications. ➤ Built a standardized, repeatable incident response strategy, reducing mean-time-to-resolve from 120 to 60 hours. ➤ Facilitated communication between clients & engineers by tracking timelines, gathering customer requirements, conducting research, creating UX/UI/Functional designs, gaining approvals, and designing & executing testing strategy. 🏆 AWARDS 🏆 ⭐ Best Team Award: Received client recognition for successfully delivering 4 projects over a demanding timeline. ⭐ On The Spot Award: Drove account-level training compliance and ensured 100% adherence. ⭐ Star Team Award: Received client recognition for successfully delivering 7+ projects over a demanding timeline. ⭐ Special Initiative Award 3x: Supporting Fall 2014, Spring 2015, and Fall 2015 campus recruitment events. Show less
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Education
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Purdue University
Bachelor of Science (B.S.), Electrical Engineering -
Naperville Central High School
High School
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