Ahmed Esslaoui
Automation Project Manager | Customer Support Operations Leader
Professional Summary
Dedicated inDrive professional who progressed from Customer Support Agent to Automation Project Manager. First employee in the Moroccan market; helped scale operations as inDrive became the #1 ride-hailing platform in Morocco. Strong in operations leadership, process automation, COPC-aligned performance management, and customer experience. Seeking new opportunities to drive efficient, high-quality customer operations and automation initiatives.
Core Competencies
- Operations & Team Leadership
- Customer Experience (CX) and Escalation Management
- COPC High-Performance Management Techniques
- Process Automation & Workflow Optimization
- KPI/OKR Management and Data-Driven Decisions
- Quality Assurance, Coaching, and Training
- Cross-Functional Collaboration
- Project Management and Change Management
- Knowledge Base/SOP Development
Professional Experience
Automation Project Manager
— inDrive
Mar 2025–Present | Morocco
- Lead automation projects to optimize support workflows
- Partner with Product/Engineering to design and deploy scalable solutions that reduce handling time and improve CSAT
- Monitor impact using KPIs; iterate based on data; ensure COPC-aligned practices and documentation
- Drive continuous improvement, standardization, and knowledge base updates
Supervisor
— inDrive
2023–Mar 2025 | Morocco
- Managed day-to-day operations and performance for a support team, including scheduling, QA, coaching, and 1:1s
- Owned SLA/CSAT targets, handled escalations, and improved processes to boost efficiency and quality
- Collaborated with cross-functional teams to support market growth and policy rollout
Senior Customer Support Agent
— inDrive
2022–2023 | Morocco
- Handled complex cases; mentored junior agents; contributed to training materials and SOPs
- Helped refine macros and workflows to enhance first-contact resolution and response times
Customer Support Agent
— inDrive
2021–2022 | Morocco
- Delivered customer support for riders and drivers across multiple channels
- Maintained adherence to policies and quality standards, contributing to strong customer satisfaction
Earlier Experience
Restaurant Manager
Oversaw daily operations, team supervision, customer service, inventory, and training in fast-paced environments
Hotel Manager
Managed hotel operations, ensuring excellent guest experiences and efficient team performance
Education
Two-year Degree in Economics
Morocco
Certifications
• COPC High-Performance Management Techniques
Selected Highlights
- First inDrive employee in the Moroccan market; contributed to growth to #1 market position in Morocco
- Multiple promotions: Agent → Senior Agent → Supervisor → Automation Project Manager
- Led/assisted in automation and process improvements that enhanced efficiency and customer experience