Michael Attaway Email & Phone Number

The Director of Performance Solutions leads by example and through partnership to drive competitive advantage and delivery of best-in-class tools to support travel operations and host agency. As the key process documentation owner, both product technical and core operational, strives to ensure efficiency and identifies new opportunities for streamlined operations and process improvement. Also, the DOPS provides leadership and support to the Systems Team responsible for administration of the GDS, frontline workflows, mid-office automation, and booking technologies.

Manage projects related to the implementation and ongoing delivery of travel technology within the Cadence Ecosystem as well as maintain relationships with our travel technology supplier partners.

Tyler, Texas, United States

Lead team of 30+ counselors supporting two large global clients and two medium global clients within the Global Commercial travel vertical:- Manage relationship with client in partnership with our Client Leadership group to ensure contractual requirements are met- Coach & develop team members toward a 3-STAR performance rating against organizational performance metrics, policy compliance, and service quality expectations- Design and implement strategies to manage workflow management for maximum efficiency- Document, evaluate, and maintain internal client-specific processes to ensure do-loop and gap elimination, provide additional training as needed, and implement technology where it makes sense- Parnter with internal departments as needed for process and performance improvement within the team and commerical vertical

Yantis, Tx

Responsible for daily bookkeeping, marketing, vendor relationship management, and store operations

Yantis, Tx

Lead the volunteers which make up the supervisory committee to achieve two primary goals: (1) ensure that management's financial reporting objectives have been met , and (2) ensure that management's practices and procedures safeguard members' assets.

Yantis, Tx

Responsible for the product planning efforts for the Price Assurance bundle of products globally; developing the product road maps and their delivery; monitor the product development projects; and measure the product successDuties include: - Evaluate business needs through insights and interactions with key technology, operational, commercial, and functional business leaders - Create concepts and build business cases for executive agreement on related products - Collaborate with procurement to select and source key vendors - Prepare successful market introduction and hand-over to product delivery teams - Implement products correctly and make sure it delivers on client expectations - Align and work closely with dedicated product marketing team

Dallas/Fort Worth Area

Responsibilities include analyzing and proposing ways to improve efficiency and will be accountable for the overall project performance results. Duties include:- Facilitate strategic problem solving sessions with operations personnel to work towards a zero defect goal in the area of reservation processing - Track and report on performance against goal, providing analysis with recommendation to improve performance and assist in decision making- Keep all agent training manuals up to date or create additional training documents where needed- Ensure all current processes are mapped out using Visio - Create and maintain library of all account-specific process maps- Conduct monthly process evalutation to determine defect and provide recommendation for improvement- Perform audit on all processes and make recommendations on how technology could be used instead of a manual process- Monitor the effectiveness of quality solutions and makes recommendations for improvement when necessary- Construct data analysis to support decision making and recommendations- Create project work plans and result action plans. Ensure progress is made in line with project timelines- Identify best practices in the customer experience and in operation efficiency from both in and out of the industry, be able to apply these ideas and concepts to our organization, develop plans and facilitate implementation of those best practices- Manage client recovery efforts by understanding the requirements, gaps, and pulling in the necessary people to resolve the issue quickly and to the customer’s expectations- Prepare risk assessments; establish contingency plans for risk areas- Provide recommendations and solutions that take into account the nature of our organization, the relationship we have with others in our industry (our competitive edge), and our internal organization and culture

• Design and maintain training curriculum for instructor lead courses• Design and program training curriculum for web based training courses• Consult with subject matter experts to ensure accuracy of curriculum to be produced• Periodically audit and review curriculum to determine whether format or content changes/updates are required. Meet with subject matter experts for concurrence as to content changes• Create high quality deliverables within project deadlines

• Create and maintain a positive and professional learning environment• SME or functional owner/leader on project teams and individual initiatives• Develop implementation curriculum by attending conference calls and meetings to identify customer requirements • Partner with Operations and Account Management to outline course deliverables, expectations and risks, to include specific training needs for the staff.• Work with the Management team and TTS during start up week to identify and resolve issues • Acquire and maintain expertise with a minimum of two technical or operational disciplines as the training SME, serve as a liaison to the TTS SME to ensure accuracy of curriculum or documentation to be produced• Create high quality deliverables within project deadlines• Monitor effectiveness of the training program and make recommendations for improvement when necessary

Managed the workflow for the customer service department within the Tax Department.

Master'S Of Arts, Education / Educational Technology Leadership Specialization

Bachelor Of Arts, Organizational Management & Entrepreneurship

Activities and Societies: Alpha Lambda Chapter of Alpha Sigma Lambda Graduated Magna Cum Laude, effective April 25, 2011