NGUYEN TRUNG SY (ERVIN)
Phu Nhuan District, Ho Chi Minh City, Vietnam
Summary
Dynamic and results-driven Operations Director with a strong background in business operations, customer service, and retail management. Expertise in P&L management, CRM development, SOP compliance, and service quality control. Adept at strategic planning, data analysis, and team leadership to drive operational excellence. Passionate about creating streamlined, efficient processes to enhance customer satisfaction and business growth. Highly accomplished Director of Operations with extensive experience in business development and strategic planning. Recognized for development of new services and operations and realization of revenue performance and enhancement. Facilitates workforce change to support re-engineering initiatives and meet organizational financial and quality objectives. Dynamic leader consistently achieving outstanding results in challenging environments while building and maintaining strong, loyal relations with both clients and colleagues.
Overview
11
11
years of professional experience
Work History
OPERATIONS DIRECTOR
CITIGYM (NOVALAND GROUP)
01.2021 - Current
- Led the end-to-end operations of multiple fitness clubs, ensuring service excellence and operational efficiency
- Developed and controlled the annual operating budget, optimizing costs while maintaining high service standards
- Implemented CRM platforms to track customer engagement, retention, and service quality improvements
- Designed and enforced SOPs for club operations, ensuring strict adherence to quality and safety standards
- Managed retail operations, optimizing inventory, pricing strategies, and service workflows
- Analyzed business performance metrics to drive strategic decision-making and continuous improvement
CABIN CREW (FLIGHT ATTENDANT)
BAMBOO AIRWAYS / JETSTAR PACIFIC
01.2019 - 01.2021
- Delivered high-quality customer service to thousands of passengers, ensuring safety and comfort
- Conducted emergency safety demonstrations and handled in-flight customer concerns professionally
- Gained expertise in hospitality operations, crisis management, and premium customer experience
MEMBER SERVICES MANAGER
CALIFORNIA FITNESS & YOGA CENTER
01.2014 - 01.2018
- Oversaw customer service operations, achieving a 95% customer satisfaction rate through proactive engagement strategies
- Developed and optimized CRM tools to enhance customer relationship management and drive member retention
- Led a team of service representatives, providing training on best practices in customer interactions and conflict resolution
- Analyzed customer feedback and service trends to improve operational workflows and maximize efficiency
- Monitored team performance to ensure quality customer service standards were met.
- Implemented strategies for increasing member engagement through surveys, focus groups or other methods.
Education
Bachelor’s Degree - Business Administration
HUFLIT UNIVERSITY
Skills
- Operations & Retail Management
- Inventory management
- Operational efficiency
- Workforce planning
- Safety management
- Customer Experience & CRM Optimization
- Budgeting & P&L Management
- Strategic Planning & Performance Analysis
- SOP Development & Compliance
- Team Leadership & Conflict Resolution
- Data-Driven Decision Making
Languages
Vietnamese
First Language
English
Advanced (C1)
C1
Accomplishments
- Best Operations Manager in 2022 at CITIGYM
- The President of the Trade Union at CITIGYM
Timeline
OPERATIONS DIRECTOR
CITIGYM (NOVALAND GROUP)
01.2021 - Current
CABIN CREW (FLIGHT ATTENDANT)
BAMBOO AIRWAYS / JETSTAR PACIFIC
01.2019 - 01.2021
MEMBER SERVICES MANAGER
CALIFORNIA FITNESS & YOGA CENTER
01.2014 - 01.2018
Bachelor’s Degree - Business Administration
HUFLIT UNIVERSITY
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