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 operational leader with the proven ability to manage through rapid change, scale growing teams, and drive positive results. Currently leading two specialized Safety teams.
Overview
7
7
years of professional experience
Work History
Team Lead - Deactivation Appeals
Lyft
Nashville, TN
09.2023 - Current
- Created and scaled a specialized Appeals program responsible for revamping Lyft's deactivation process and appealing 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
Nashville, TN
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, and have had 10 employees promoted
- 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
Nashville, TN
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
Nashville, TN
10.2017 - 10.2019
- 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
Education
Bachelor of Science in Communications -
University of Tennessee - Knoxville
Skills
- Trust and Safety Special Projects
- Public Speaking
- Policy Implementation
- Vendor Management
- Decision Making
- Zendesk, Jira, Workday, Mode, Tableau, Verint
- Expert Leadership
- Effective Communication
- Strategic Problem Solving
- Analytical Thinking
- Stakeholder Management
- Performance Improvement
- Operations Management
- Key Performance Indicators
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
10.2017 - 10.2019
Bachelor of Science in Communications -
University of Tennessee - Knoxville