Luke Castleman
Nashville,TN
Summary
Experienced professional that has spent the last 8 years mastering Trust and Safety and customer support for the rideshare industry. Expert Leader with the proven ability to manage through rapid change, scale growing teams, and drive positive results. Big picture focus with excellent communication skills and a vision to succeed.
Overview
8
8
years of professional experience
Work History
Team Lead - Deactivation Appeals
Lyft
09.2023 - Current
- Created and scaled a specialized Appeals program responsible for revamping Lyft's deactivation process and reviewing all deactivations
- Ensured deactivation guidelines align with legal policies, resulting in a 10% decrease in deactivation overturns
- Partnered with our Content, Legal, and Policy teams to create workflows, internal documentation, and external communications for a state-specific Appeals Program
- The Program is responsible for upholding legal agreements with 4 specific states, and it's designed to scale nationally
- Developed a KPI Dashboard with the Analytics team, providing detailed tracking for 50 agents' performance
- Created proper internal case routing by working with our Product Team and implementing a new case routing system responsible for the intake of over 600 weekly cases
Team Lead - Safety Policy & Compliance
Lyft
10.2019 - Current
- Led and scaled a specialized Safety Compliance team responsible for upholding Lyft's deactivation guidelines to stay inline with legal agreements and to ensure customer safety
- Developed and implemented a team specific training program that led to a 9% increase in guidelines compliance
- Scaled headcount over 400% and increased operational efficiency - this led to a 97% decrease in total driver deactivation time
- Focused on employee professional development. Have had 10+ employees promoted
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Developed operational workflows that accounts for perpetual changes in usage, weekly updates to content/policy, and legal oversight
- Manage hiring and onboarding of new teammates, optimize scheduling, deliver performance reviews, and handle any behavioral issues among Specialists
Team Lead - Trust and Safety
Lyft
10.2018 - 10.2019
- Managed a team of 10-15 Trust and Safety agents and led daily operations
- Led my team to the highest NPS and Productivity scores of the 10 teams in my department during my tenure
- Delegated investigation and reporting expanding impact and promote employee development
- Gave regular feedback and performance managed associates
- Reduced backlog by creating and managing a specialized Triage team.
Critical Response Line Specialist
Lyft
03.2016 - 10.2018
- Supervised the department and daily performance and reported daily performance to senior leadership
- Assisted Associates in handling escalated cases and taking escalated calls
- Ran monthly quality checks on Associate Performance and delivered results to leadership.
- Collaborated with team members to troubleshoot technical issues, ensuring minimal disruption to operations.
Education
Bachelor of Science in Communications -
University of Tennessee - Knoxville
Knoxville, TNSkills
- Trust and Safety Special Projects
- Public Speaking
- Empathy
- Conflict Resolution
- Policy Implementation
- Vendor Management
- Decision Making
- Zendesk
- Jira
- Workday
Accomplishments
- Scaled Safety Policy and Compliance
- Created Deactivations Appeals
- Developed Training Program
Timeline
Team Lead - Deactivation Appeals
Lyft
09.2023 - Current
Team Lead - Safety Policy & Compliance
Lyft
10.2019 - Current
Team Lead - Trust and Safety
Lyft
10.2018 - 10.2019
Critical Response Line Specialist
Lyft
03.2016 - 10.2018
Bachelor of Science in Communications -
University of Tennessee - Knoxville