WILLIAM LI
Hong Kong
Summary
Dynamic and results-driven aviation professional with over 10 years of experience in airport operations and cargo sales. Proven track record in customer service excellence, service recovery, stakeholder coordination, and operational performance management. Adept at using analytical tools such as QlikView and Qlik Sense to drive data-informed decisions. Strong communicator and team leader with a passion for continuous improvement and digital transformation.
Overview
9
9
years of professional experience
Work History
Cargo Indoor Sales Officer
Cathay Cargo
06.2021 - Current
- Manage cargo bookings and optimize flight planning for operational efficiency.
- Liaise with cargo agents, sales teams, and operations teams to ensure seamless cargo handling.
- Performance Management & Process Improvement of Business Partner and support service recovery initiatives.
- Collaborate with internal stakeholders to enhance cargo partner experience and operational reliability.
- Manage a healthy relationship with business partner
Service Leader – Airport Service Delivery
Cathay Pacific
01.2019 - 06.2021
- Led customer service teams (CSOs) and supported supervisors in daily airport operations.
- Resolved passenger issues across airside and landside, ensuring high customer satisfaction.
- Delivered on-the-job coaching and training to CSOs, fostering a performance-driven culture.
- Maintained operational standards and productivity aligned with company KPIs.
Customer Service Officer – Airport Service Delivery
Cathay Pacific
01.2017 - 12.2018
- Provided efficient assistance to passengers at check-in, boarding, and arrival areas.
- Prepared flight documentation and coordinated with Flight Control to ensure on-time performance.
- Supported frontline operations and contributed to service excellence initiatives.
Education
Postgraduate Certificate - Building the Strategy for Business and Digital Transformation
HKU School of Professional And Continuing Education
Hong Kong01-2025
Bachelor of Arts - Finance
Northumbria University
United Kingdom09.2009
Higher Diploma - Business Administration
School of Business And Information System, VTC IVE
Hong Kong09.2008
Skills
- Airport Operations
- Customer Service
- Performance Management
- Service Recovery
- Stakeholder Engagement
- Communication
- Process Improvement
- Digital Tools
- QlikView
- Qlik Sense
Languages
- English
- Chinese (Cantonese)
- Mandarin
Timeline
Cargo Indoor Sales Officer
Cathay Cargo
06.2021 - Current
Service Leader – Airport Service Delivery
Cathay Pacific
01.2019 - 06.2021
Customer Service Officer – Airport Service Delivery
Cathay Pacific
01.2017 - 12.2018
Postgraduate Certificate - Building the Strategy for Business and Digital Transformation
HKU School of Professional And Continuing Education
Bachelor of Arts - Finance
Northumbria University
Higher Diploma - Business Administration
School of Business And Information System, VTC IVE
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