Mayumi Houlihan
Honolulu,HI
Summary
International Security compliance & facilitation Manager bringing over 33 years of Airline experience and international expertise. Excellent communication and problem-solving skills. Proven strentghs in start up new International stations, create Transport Security Program(TSP) to comply every foreign country stations.
Overview
36
36
years of professional experience
Work History
Manager, Security Regulatory Compliance
Hawaiian Airlines
Honolulu, HI
01.2023 - Current
- SMS(Subject Matter Expert) for Regulatory requirements about TSA, Foreign government security programs, Customs, and Immigration at all HA U.S. and International locations.
- Create/Own TSP(Transport Security Program) for all international stations: Japan, Australia, New Zealand, Korea, Tahiti, and the Cook Islands.
- Support International station's TSA audits. No finding in the year 2023.
- Handle CBP, TSA, and Foreign government regulatory penalties. Working with the legal department and stakeholders to mitigate fines.
- Handle LOI, conduct investigation to mitigate fines with corrective actions.
Customer Service Manager, SOCC
Hawaiian Airlines
Honolulu, HI
09.2021 - 12.2022
- Working closely with SOCC MOD, making critical operational decisions for entire HA operations.
- Effectively communicate with Maintenance, Dispatchers, Crew scheduling, CRC, and Airport operations to minimize operational disruptions and improve customer satisfaction.
- Coordinate recommendations for disrupted passengers (Hotel, meals, alternate flights, etc) with airport operations and reservations
- Generate instructions for delays, diversions, cancellations, and compensation authorization to airport operations.
Operations Manager
Hawaiian Airlines
Honolulu, HI
05.2017 - 09.2021
- As the main point of contact, I oversee and manage contracted Airlines' (Zipair Tokyo, AirasiaX, Jin Air) ground operations.
- Facilitate meetings with customer airlines and vendors to ensure operational staffing and equipment is in compliance with the contract.
- Assist HA Charter operations (NFL charter, ad-hoc Foreign government diplomatic charter)
- Resolve employee issues, partner with Unions, Labor Relations, and HR, provide counsel to employees and administer disciplinary actions.
Customer Service Coordinator
American Airlines
Honolulu, Hawaii
02.2017 - 05.2017
- Supervise Daily operations at Honolulu Airport.
- Provides assistance with passenger check-in, meets and dispatches aircraft within established times
- Handle distressed passengers and customers, scheduling manpower for daily operations.
- Manning, assigning duties for customer service agents
- Responds and assists during security and emergencies.
Station Manager
Hawaiian Airlines
Osaka, Japan
05.2011 - 04.2016
- Plan and manage daily station operations to ensure efficiency, customer service excellence, and compliance with federal and state regulations and Hawaiian Airlines's policies and procedures.
- Represent HA during regulatory FAA, TSA, and JCAB audits and ensure compliance with all requirements.
- Manage any incidents/disruptions/delays to ensure that customers are handled responsibly, safely, and appropriately and that federal, state, and Company procedures are met.
- Oversee contract handling in terminal and on-ramp, ensure that contract handling staff is adequately trained in Hawaiian Airlines's procedures, regularly monitor performance to ensure that performance standards are consistently met, and take corrective action as required.
Passenger Service Manager
Swissport Japan Ltd
Nagoya, Japan
10.2010 - 04.2011
- Optimum manpower and resource utilization through strategic planning, organizing, controlling, monitoring, and leading
- Interact, liaise, and manage relationships with Customer Airlines, other operating departments, external vendors, and government and regulatory bodies.
- Responsible for general administration of the station, which encompasses Resource management (recruiting, training, scheduling) to provide a quality service to customer airlines.
Japanese Sales Manager
HILTON PETALING JAYA
Kuala Lumpur, Malaysia
01.2008 - 06.2008
- Led Room sales for JAPANESE Corporate Clients in Kuala Lumpur.
- Assess selling opportunities within the market segment and build rapport with existing accounts through site inspection, entertainment, Telemarketing, and other sales activities.
- Evaluate competitor's information through market intelligence.
Station Manager
Malaysia Airlines
Nagoya, Japan
04.1992 - 01.2008
- Responsible for safe airport operation. Ensure all departing passengers, baggage, and cargo follow company procedures.
- Managing station performance to achieve KPI (On time departure, Document violation, Baggage mishandling)
- Be responsible for inspection by DCA (Department of Civil Aviation Malaysia) and JCAB.
- The start-up handled the first charter flight in Japan successfully.
Customer Service Agent
NAGOYA INTERNATIONAL SERVICE
Nagoya, Japan
04.1988 - 03.1992
- Working at a subsidiary company of Japan Airlines, engaged in Check-in and handling complaints at airport check-in counters.
- Supervise flight disruption, delay, and cancellation to follow JAL policy and procedures.
Education
Associate Degree - English Language And Literature
AICHI SHUKUTOKU UNIVERSITY
Nagoya Japan 3.1988
Skills
- Airport Management
- Recruiting, Coaching, training, evaluation
- SOP Writing
- GSC - 10 years
- CRO- 5 years
- Internal Auditing
- Regulatory compliance oversight
- Conducting investigations
- SABRE
- Budget
Languages
Japanese
Native/ Bilingual
Affiliations
- Best Employee of the Year 1994. Malaysia Airlines. They recognized performance and dedication to make the first charter flight successful.
Timeline
Manager, Security Regulatory Compliance
Hawaiian Airlines
01.2023 - Current
Customer Service Manager, SOCC
Hawaiian Airlines
09.2021 - 12.2022
Operations Manager
Hawaiian Airlines
05.2017 - 09.2021
Customer Service Coordinator
American Airlines
02.2017 - 05.2017
Station Manager
Hawaiian Airlines
05.2011 - 04.2016
Passenger Service Manager
Swissport Japan Ltd
10.2010 - 04.2011
Japanese Sales Manager
HILTON PETALING JAYA
01.2008 - 06.2008
Station Manager
Malaysia Airlines
04.1992 - 01.2008
Customer Service Agent
NAGOYA INTERNATIONAL SERVICE
04.1988 - 03.1992
Associate Degree - English Language And Literature
AICHI SHUKUTOKU UNIVERSITY