Ming Yan Wu
Hong Kong
Summary
Seasoned Air Operations and Data Analytics professional with over 25 years of experience in the travel industry. Expert in Global Distribution Systems (GDS) including Amadeus, Sabre, and Abacus. Proven track record in managing global airline accounts, optimizing operational processes, and leveraging data analytics to drive strategic decision-making. Skilled in training, quality assurance, and project management with a focus on enhancing customer satisfaction and reducing costs. Fluent in English, Mandarin, and Cantonese.
Overview
28
28
years of professional experience
3
3
years of post-secondary education
Work History
Senior Air Operations Manager
Expedia Group
3 2016 - Current
- Conduct daily traffic analytics, including purchase success rate analysis, to optimize booking processes and improve conversion rates
- Perform in-depth analysis of ticketing platforms, providing data-driven recommendations to optimize cost savings across airline partnerships
- Leverage advanced Power BI skills to create comprehensive dashboards and reports for data-driven decision making in air operations
- Prioritize, triage, and track air shopping, pricing, booking, payments, and ticketing issues impacting airline accounts globally
- Serve as point of contact for airline counterparts, conducting operational meetings and reviews using data insights to drive improvements
- Oversee Low Cost Carrier (LCC) operational support, including new airline launch coordination and post-launch troubleshooting
- Analyze trends in transactional data to improve customer experience and reduce operating costs.
Information Management User Support Analyst
Cathay Pacific Airways
08.2011 - 03.2016
- Led quality assurance, performance, and training initiatives for IT service center, enhancing customer satisfaction and technical issue resolution
- Spearheaded project to consolidate knowledge bases, optimizing usability and reducing monthly IT service expenditure from HKD 120,000 to 70,000
- Managed incident response team, decreasing long-standing tickets from 50 to 22 daily through data-driven process improvements
- Led training for new Amadeus reservation system migration, impacting 10,000+ users across the organization
- Guided IT service center to win bronze prize in Hong Kong Call Centre Award (2014)
- Implemented LEAN approach to drive down average monthly cost of IT services while ensuring continuation and enhancement of services
- Conducted analysis of departmental performance using various KPIs to provide insights for management strategy adjustments.
Membership Travel Services Training Specialist
American Express
08.2010 - 08.2011
- Managed training for Centurion Black card member travel & lifestyle call center (100+ seats)
- Developed and delivered new hire orientation, premium travel, lifestyle products, and customer service training
- Identified training needs based on KPIs, customer feedback, and quality assurance scores
- Oversaw training record maintenance and managed annual and ad-hoc project-driven trainings.
Training Executive
PCCW
05.2008 - 09.2010
- Led team of 5 to drive service excellence for Cathay Pacific Asiamiles & Marco Polo club call center
- Delivered training on telecommunication products, customer service, sales, and leadership skills for all PCCW teleservices client programs
- Designed internal audio-visual communication & training media, including video production and poster design
- Developed computer-based training modules and assessment tools
- Conducted quality assurance methodologies training for mid-level managerial staff.
Trainer and Marketing Officer
Japan Airlines
03.1996 - 04.2008
- Served as Global Corporate Deal Sales Representative, coordinating RFPs for corporate travel to maximize JAL revenue
- Led project coordination for implementation of key systems including Interline Booking Engine (IBE), online check-in, and real-time flight status reporting
- Designed air fare products, including fare list creation and coordination for filing and distribution through ATPCO, SITA, and individual GDS
- Developed and implemented travel agency commission control strategies
- Conducted in-depth monthly revenue analysis and forecasting
- Managed advertisement schedules and marketing communications for Hong Kong and greater China region
- Planned and implemented marketing campaigns with travel agents and organizations
- Oversaw operations of call centers across greater China, developing improvement plans based on customer feedback and quality assurance reports
- Conducted training needs assessments and delivered training programs in Putonghua across 12 cities in China
- Supervised daily operations of a 40-staff call center in Hong Kong.
Education
Higher Diploma in Human Resources Management -
University of Hong Kong School of Professional and Continuing Education (HKU SPACE)
Studied - undefined
Grant MacEwan Community College, Edmonton, Canada
01.1993 - 04.1996
Skills
Advanced Data Analytics and Power BI
Global Distribution Systems (GDS) - Amadeus, Sabre, Abacus
Air Operations Management
Project Management and Process Improvement
Training & Development
Quality Assurance
Customer Service Excellence
Cross-functional Collaboration
Multilingual (English, Mandarin, Cantonese)
Timeline
Information Management User Support Analyst
Cathay Pacific Airways
08.2011 - 03.2016
Membership Travel Services Training Specialist
American Express
08.2010 - 08.2011
Training Executive
PCCW
05.2008 - 09.2010
Trainer and Marketing Officer
Japan Airlines
03.1996 - 04.2008
Studied - undefined
Grant MacEwan Community College, Edmonton, Canada
01.1993 - 04.1996
Senior Air Operations Manager
Expedia Group
3 2016 - Current
Higher Diploma in Human Resources Management -
University of Hong Kong School of Professional and Continuing Education (HKU SPACE)
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