Cassie Li

  [email protected]


I love to engage with different groups of people and my experience in dealing with words helps me understand ways to interact with people more.
I enjoy the process of creating, from zero to anything. Some people would rather start with a template, but I appreciate the uniqueness of every project.
My background in translation and the Customer Support team equips me with patience and attention to details. I trust that creativity and an analytical mindset matter the most in this changing time.


User Experience

  • Practical experience in phone and written communication with different tiers of members.
  • Identify problems customers might encounter and provide solutions accordingly.


  • Provide English and Chinese translations.
  • Initiate revamp on templates for external communications
  • Complete a translation of more than 10,000 words for my graduation project. 


  • Mandarin
  • English
  • Cantonese

Work Experience

Customer Support Executive  •  Cathay Pacific Airways

Aug 2019 - Present

-Handle all kinds of customer feedback regarding airport, inflight, reservation and online sales services.
-Restore customers’ trust from service failures by offering personalised solutions
-Initiate transformational projects within the department to improve work quality and internal communication.

Customer Relations Support Officer  •  Cathay Pacific Airways

Oct 2018 - Aug 2019

-Manage Customer Relations Department's hotline, where customers could call to make new complaints or leave messages to non Hong Kong based staff.
-Handle administrative work for the department, for example, ordering supplies and posting mail.
-Prepare replies for customers' requests for flight certificates and other non-complaint related issues.

Student Editor  •  Hong Kong Baptist University

Sep 2017 - Aug 2018

-Edit a chapter of a 200-page cultural studies project which is published in November 2018.
-Write and proofread interview reports for four Polish interviewees with a group of student translators .

Student Translator  •  Hong Kong Baptist University

Apr 2017 - Jul 2017

-Provide summary translations from English to Chinese and Chinese to English, which is published in the Faculty of Arts's 5th issue of Arts Fanfare.

Marketing Assistant(Internship)  •  Tagtools Production and Communication Limited

Jan 2017 - Mar 2017

-Manage promotional pages on Facebook for different brands and collect data, such as click rates and numbers of shares, to set up various social media business strategies to accommodate the needs of clients.

Customer Service Officer (Internship)   •  Efficiency Unit, HKSAR

Jun 2016 - Sep 2016

-Write correspondence to departments and contractors to report comments from the public and provide the department’s substantive reply to the citizens.


2014 - 2018

B.A. (Hons) in Translation, Hong Kong Baptist University

Awards: Dean's List (2014 - 2018); Second Class Division One

Modules included: Legal and Government Document Translation, Interpreting,  Law for Hong Kong Business, Practical Translation etc. 

2017 - 2017

International Student Exchange Programme, Akita International University

Award: Dean's List (Spring 2017)