Trang Nguyễn

Coordinated and optimized airport operations plans, including flight schedules, peak demand, and disruptions. Monitored OTP/delays and passenger flow, built SQL-based KPI dashboards, and supported terminal digital initiatives and stakeholder alignment.

Supported T3 go-live by building a transition readiness framework and monitoring post–go-live KPIs (volume, OTP, incidents). Led requirements, journey mapping, acceptance criteria, UAT, and rollout coordination, and standardized reporting and recommended check-in/security flow improvements.

Built an end-to-end operations KPI dashboard to track slot adherence, peak congestion, delays, and gate/stand/flow utilization. Defined KPI logic in PostgreSQL, delivered interactive Metabase views, and automated weekly/monthly reporting to Google Sheets to save ~7 hours per week.

Defined measurable user stories and workflows and ensured release quality through documentation, UAT, and change management. Owned PRD/BRD and release documentation while bridging Ops and Product to clarify scope and support sprint/backlog prioritization.

Managed truck fulfillment operations, including warehouse/order processing and dispatch, to improve completion and customer satisfaction with SLA and end-to-end visibility. Improved truck order fulfillment rate and grew truck-order GSV, and launched a replacement vehicle selection feature to reduce cancellations.

Digitized the end-to-end trucking journey (onboarding, booking, dispatch, delivery, and reporting) and incorporated GPS ELD and embedded insurance. Launched an MVP for truck owners on the Onwheel platform and scaled adoption to a broader portion of truck orders.

Built a feature that let drivers accept the next job while completing the current one, with suggestions based on predicted end location. Released an MVP and supported high volumes of successful cross orders per month.

Delivered customer-facing software by defining functional requirements and coordinating delivery with developers. Standardized processes and supported adoption through documentation and customer enablement materials.

Enabled faster, safer in-app deposit/withdrawal operations using KPI monitoring and control dashboards to reduce operational risk. Implemented automated deposit and withdrawal processing workflows and delivered real-time monitoring for deposit/withdraw inquiries.

Supported driver recruitment and training by analyzing recruiting/training metrics and building dashboards for KPI tracking. Automated recurring workflows and delivered executive-ready reports using SQL-based data analysis tools.

Pursuing a Master’s in Management Information Systems with a focus on requirements and stakeholder management, process/journey mapping, product delivery (PRD/BRD, user stories, acceptance criteria, and UAT), and KPI-driven operations improvement.

Completed an online Master of Business Administration, covering SQL (PostgreSQL), dashboarding with Metabase, metric governance and documentation, and reporting automation using scheduled reports and Sheets pipelines.

Studied Logistics and Supply Chain Management, developing skills in communication and stakeholder management, attention to detail, and cross-functional collaboration.