# Ganaa Zorig > PMP® | AI-Driven Digital Transformation | Operations & Project Management | CX & Retention Location: San Francisco Bay Area, United States Profile: https://flows.cv/ganaa Hello! I’m a PMP®-certified operations leader transitioning into IT project and program management, currently completing my MS in Information Technology Management at Golden Gate University. I bring 12 years of experience leading country-level operations in Mongolia, growing from an entry-level role to Head of Member Services for Herbalife Mongolia through four promotions. I owned the full member experience, retention strategy, and the systems that supported both. I led 20+ global system rollouts, including ERP and CRM platforms, managed UAT planning and execution, translated business needs into technical requirements, and partnered directly with global IT teams to deliver successful implementations at a national scale. Alongside systems work, I led a 10-person team, drove customer experience improvements across 60,000+ annual interactions, and improved annual member retention from 52% to 92%. I am a team motivator, idea generator, and problem solver who naturally connects technical and non-technical teams, aligns stakeholders, and ensures customer needs are front and center. I’m redirecting 12 years of operational leadership, customer experience ownership, and systems expertise into technology-focused roles. What I bring • IT project delivery, including UAT, system rollouts, and stakeholder coordination • Customer experience and retention strategy at scale • Operations strategy and process optimization • Cross-functional leadership across business and technical teams • Data-driven decision making using Tableau and Power BI What I’m focused on I’m seeking opportunities in IT project or program management, digital transformation, and AI-driven initiatives where I can contribute while building hands-on technical experience. At the core of my work is a simple belief: When systems and people align, performance follows, and customer experience improves. I am currently authorized to work in the U.S. under STEM OPT. If you’re hiring for roles at the intersection of operations, technology, and customer experience, I’d love to connect. ## Work Experience ### Level 2 Trainer @ GanCrossFit Jan 2021 – Jan 2025 | Ulaanbaatar Hot, Mongolia Instruct and correct form, ensuring safety and efficiency in movements. Motivate and inspire members to push past their limits and achieve personal milestones. Educate clients on proper nutrition, recovery strategies, and overall wellness. Monitor progress and provide continuous feedback to enhance performance. Foster a supportive and inclusive community to drive engagement and retention. Stay updated with the latest CrossFit methodologies and certifications. ### Manager Customer Service's @ Universal Logistics Mongolia LLC Jan 2012 – Jan 2023 | Mongolia IT System Rollouts & UAT | 20+ Global Systems Strategic Liaison: Served as the sole local link between Mongolia and global HQ for 20+ platform deployments including Oracle ERP and CRM. UAT Execution: Personally executed test cases and trained teams on procedures to identify blockers before go live. Business Impact: Prevented post launch downtime and ensured 100% staff proficiency through localized training materials. Retention Strategy | 52% to 92% Annual Renewal National Initiative: Co led a retention strategy by segmenting a 10,000+ member base by activity level. Growth Results: Increased annual membership renewal from 52% to 92% over two years. Business Impact: Stabilized long term market revenue and significantly increased brand loyalty. Team Leadership & People Development Team Management: Built and led a 10 person member services team including all hiring and onboarding. Training Delivery: Designed and delivered programs for audiences from 10 to 1,000+ participants. Business Impact: Established a high performing culture that consistently exceeded regional KPI and CSAT targets. Member Operations & Vendor Management Operational Excellence: Oversaw 60,000+ annual contacts while maintaining 95% CSAT and 90% First Call Resolution. 3PL Accountability: Audited vendor partners in Ulaanbaatar and Erdenet to ensure global Gold Standard service. Business Impact: Ensured 100% regulatory compliance and zero errors in distributor compensation records. Reporting & Stakeholder Management Executive Insights: Presented weekly KPI dashboards to the VP and senior management to guide regional strategy. Large Scale Events: Managed logistics for 10+ annual local events with up to 3,000 attendees. Business Impact: Drove national sales growth and strengthened the distributor community through successful rollouts. ## Education ### Master of Science - MS in Information Technology Management Golden Gate University ### Specialist in Project Management/Organizational Management Ural State Technical University ### no degree in Transportation management Mongolian university of science and technology ## Contact & Social - LinkedIn: https://linkedin.com/in/ganaaggu --- Source: https://flows.cv/ganaa JSON Resume: https://flows.cv/ganaa/resume.json Last updated: 2026-04-13