PhD. HASSAN EL HARIDY is one of the leader is the service industry in the MENA region. He is the President of Contacts-Plus, MENA and has 35 years of progressive, hands-on experiences in Talent Management and consulting in the Service & Sales sectors
Hassan's areas of expertise include; strategic planning, customer experiences, quality management, training & development, performance management and contact centers.
Hassan is considered one of the leading experts in service/contact center industry as a result of his work in developing service metrics and standards as well as deploying best practices in the Arab World.
Hassan is a member of various professional associations in the United States including the International Customer Service Association (ICSA), National Association of Service Managers (NASM), American Society for Training and Development (ASTD), School of Coaching, Purdue University- Center of Excellence and Who’s Who International.
After having a Bachelor of Commerce, Majored in Accounting, from Alexandria University, Egypt in 1985, Hassan acquired his MBA, Majored in Quality Management, from City University, USA 1999. In pursuing his academic studies to serve his vision toward service industry, he obtained his PhD. degree in Business Management, researching in-depth the re-structure and modernization of the service sectors, from Wiltshire University, UK in 2005. Hassan obtained his Post Graduate Diploma degree in Human Resource Management from Hammer smith Management College from UK.
Hassan is a Certified Master International Instructor (CMII) from College of Call Center Excellence, USA. He is a Certified Master International Auditor (CMIA) from Purdue University – Center Of Customer Driven Quality- USA. He is a Certified Assessor from MCIT & UNDP in Egypt in relation to training centers assessment and evaluation.
Hassan is a certified Assessor for the Global Stars Rating – Government initiative transforming program from The Prime Minister Office, UAE.
Hassan has been involved in many consulting projects in the region including the design, development & implementation of strategy for employee performance management, reward & recognition schemes, coaching & mentoring programs, training & development, Organizational Development , Quality Management lifecycle and call center set-up / diagnostic / certification.
He has also designed and delivered thousands of outstanding training programs for various organizations in the MENA region ; Egypt, Sudan, Syria, Jordan, Oman, Qatar, Saudi Arabia, Kuwait, Bahrain and UAE. He has also been involved in special programs to diagnose, assess and inspect training programs (ROI) in variety specific disciplines within the Call Center Industry.
Hassan is the author of the first multimedia audio-visual call center industry training aids in Arabic language in MENA region , covering agent’s core competencies & skills entitled “The Tanweer Management Series”.
Hassan’s initiated a new program called “Smart Generation” in 2012 to enhance the capabilities of young generation under a global theme “inspires today, lead tomorrow”. The idea evolved when he engaged his son at the age of seven in one of the training programs in 2007 called customer loyalty and retention for Egyptair.
Hassan travel extensively to the gulf region to share his vision” serving with passion” and hands-on experiences in the Arab World.