PMP® · CAPM® · MSITM Candidate · Fremont, CA

Operations &
Technology Leader
driving Real
Results

12 years leading national-level operations, customer experience, and technology rollouts now bringing that expertise to the Bay Area across project management, digital transformation, CX operations, and business analysis roles.

PMP® Certified CAPM® Certified Digital Transformation Customer Experience Ops UAT & IT Rollouts Tableau · Power BI Agile · Waterfall Change Management
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12
Years leading national operations four promotions from entry-level to country department head
52→92%
Member retention improvement over 1–2 years through segmentation and targeted education
20+
Global IT systems implemented locally as the sole HQ–Mongolia technical liaison
3.9
GPA at Golden Gate University consecutive Dean's List, International Presidential Scholarship
Background

My Story

I grew up in Mongolia and started university studying logistics management at the Mongolian National University of Science and Technology. After two years I earned a full scholarship to study in Russia I spent five years at Ural Federal University (named after Russia's first president Boris Yeltsin), graduated with honors, and returned home ready to build something.

For 12 years I worked at Herbalife Mongolia through Universal Logistics Mongolia LLC, growing through four promotions from entry-level representative to national head of Member Services. Over time my role became far broader than the title suggests I was the single point of accountability for IT system deployments, vendor compliance, member operations, training programs, and executive reporting across the country.

In late 2023 I made a deliberate decision: move to the Bay Area, pursue a Master's in IT Management, and redirect my career into IT project management. I wanted to be where the industry is, learn the culture and working style firsthand, and contribute from day one.

"I'm not starting over I'm redirecting 12 years of operational and technical experience toward a field I'm deeply interested in. I want to learn from great leadership, work somewhere that challenges me, and grow into a manager with real Silicon Valley experience."

I'm currently completing my MSITM at Golden Gate University (GPA 3.9, consecutive Dean's List, International Presidential Scholarship + Braden Scholarship) while actively building my US professional network through the PMI SF Bay Area Chapter.

I'm open to any industry where customer experience, operations, and people matter and where technology and AI are being used to improve how work gets done. That includes digital transformation, IoT, event operations, CX platforms, logistics, healthcare tech, and more.

Languages: Mongolian · Russian · English

Ganaa Zorig Ganaa Zorig
MS, Information Technology Management
Golden Gate University · San Francisco, CA · Expected August 2026
GPA 3.9 · Dean's List · International Presidential Scholarship · Braden Scholarship
BBA, Organizational Management
Ural Federal University (named after President Boris Yeltsin) · Yekaterinburg, Russia · 2012
Graduated with Honors · Full Scholarship
Logistics Management 2 years
Mongolian National University of Science & Technology · Ulaanbaatar · Transferred to Russia on scholarship
Career

Experience

Member Services Manager

Universal Logistics Mongolia LLC · Placed at Herbalife Mongolia · Ulaanbaatar
September 2012 – November 2023
↑ Four promotions started as entry-level representative, became national department head
IT System Rollouts & UAT 20+ Global Systems
  • Served as the sole local liaison between Mongolia and HQ's global IT teams for all system deployments including Oracle ERP, CRM, Internet Ordering, and 15+ additional platforms — delivering 0 system downtime and 0 critical failures across all launches
  • Led localization and launch of Mongolia's internet ordering platform, adapting content, local specifics, and banking system integration — then drove adoption from 4% to 30% within 1 year through targeted member education campaigns
  • Built Mongolia's first toll-free contact center from scratch, replacing manual Excel tracking with automated real-time KPI dashboards — enabling data-driven management of 60,000+ annual calls
  • Gathered and documented local business requirements before each rollout, translating operational needs into structured input for HQ IT teams
  • Planned and coordinated local UAT: defined test scope, personally executed test cases, trained team members on testing procedures, and acted as escalation point for bugs and blockers
  • Communicated defects to HQ IT, tracked resolution, and confirmed fixes before approving go-live
  • Prepared go-live readiness plans, local stakeholder communications, and user manuals localized into Mongolian from global materials
Team Leadership & People Development
  • Led, hired, onboarded, and developed a 10-person member services team responsible for performance, training, and career growth
  • Reported directly to country and regional management as the top-level owner of all member services operations in Mongolia
  • Designed and delivered training programs from scratch or adapted global content for local context audiences from 10 to 1,000+ participants, in-person, hybrid, and virtual formats
  • Organized monthly customer service trainings for 30+ vendor staff to maintain Herbalife Gold Standard service quality
  • Planned and executed staff retreats to support team cohesion and professional development
Member Operations & Order Management
  • Oversaw end-to-end order support: inbound and outbound calls, order placement accuracy (correct member ID, volume, and payment), adjustments, payment issue resolution, and after-sales follow-up
  • Monitored call quality and conducted order placement audits maintained real-time KPI dashboards tracking 95% CSAT and 90% First Call Resolution across 60,000+ annual contacts
  • Managed records and contract administration for 10,000+ members, ensuring 100% regulatory compliance
  • Maintained technical accuracy of royalty and distributor commission payment data entry and system records across the national market
  • Supported Gold Standard compliance follow-ups, adverse event reporting, and multi-channel member communications and campaigns
Retention Initiative 52% to 92% Annual Renewal
  • Co-led a national member retention initiative using HQ's framework, with full ownership of local execution strategy
  • Segmented the member base by activity level and designed targeted education, outreach, and collaboration approaches for each segment
  • Grew annual membership renewal rate from 52% to 92% over 1–2 years through consistent follow-up, member education, and Gold Standard compliance
Vendor Management & Service Compliance
  • Partnered with two 3PL vendor partners (warehouse and sales center in Ulaanbaatar and Erdenet) held formal authority to audit operations and require corrective actions
  • Conducted regular warehouse service standard audits and built custom training programs to address specific operational and delivery gaps
  • Ensured vendor alignment with Herbalife's global service and distribution standards at all times
Reporting, Events & Stakeholder Management
  • Prepared and presented weekly and monthly performance reports to VP and senior management including KPI dashboards, call quality reports, and vendor audit summaries
  • Held weekly data review sessions with VIP customers, presenting performance insights and coordinating on solutions
  • Managed registration and logistics for 10+ annual local events with up to 3,000 participants; supported global corporate events for 10,000+ attendees
  • Led all sales and marketing plan communication rollouts for member services staff and cross-departmental teams

VP of Marketing & Communications

PMI SF Bay Area Chapter Student Club · San Francisco Bay Area, CA
February 2026 – Present

  • Joined the newly launched PMI SF Bay Area Student Club as VP of Marketing and Communications — one of the founding leadership members
  • Driving branding, event promotion, and member outreach to grow the club's presence across Bay Area universities
  • Collaborating with the chapter advisor to align student club communications with broader PMI SF Bay Area Chapter initiatives

CrossFit Coach

Gan Sports Center & Gan CrossFit · Ulaanbaatar, Mongolia
June 2021 – January 2025

  • Designed and delivered structured CrossFit group classes and 1-on-1 personal training programs for diverse client groups
  • Managed client onboarding, goal-setting, progression tracking, and ongoing performance feedback
  • Applied performance metrics, safety protocols, and continuous improvement principles in a live client-facing environment
  • Assisted in organizing local and national competitions coordinating schedules, volunteers, and scoring systems
  • Volunteered as a certified CrossFit judge at competitions nationwide in personal time
Featured Work

Projects

Universal Logistics Mongolia LLC · Herbalife Mongolia · 2016–2023

Member Retention Campaign: 52% → 92%

Initiated and led a national retention turnaround after identifying that renewal rates were critically low. Ran data analysis and customer surveys to diagnose the root cause — members weren't renewing because they didn't fully understand the benefits of doing so. Designed a targeted, segmented communication strategy based on member activity levels and profiles. Expanded outreach channels, built awareness campaigns around renewal benefits, and ran sustained follow-up programs. Retention jumped from 52% to 92% within 1–2 years and was maintained above 85% every year thereafter — directly strengthening the company's revenue base and member loyalty.

Universal Logistics Mongolia LLC · Herbalife Mongolia · 2015–2023

National Customer Education Program

Analyzed call inquiry data and customer complaints to identify the root cause of member churn and low engagement: most issues traced back to gaps in product knowledge, tool awareness, and misunderstanding of royalty and commission structures. Designed and delivered a recurring education curriculum covering company systems, promotions, sales strategy, and common mistakes affecting member success and earnings. Delivered across Zoom, virtual classrooms, and large-scale stage events for audiences up to 1,500 — consistently receiving positive feedback and measurably improving member engagement and retention.

Universal Logistics Mongolia LLC · Herbalife Mongolia · 2018–2023

Built Mongolia's First Internship Program from Scratch

Identified a talent pipeline gap and designed the company's first structured internship program with zero budget or precedent. Deliberately recruited underrepresented candidates — fresh graduates, students on academic break, and women returning from maternity leave. Ran a 6-month paid program covering corporate culture, communication, and full department operations. Scaled to 2–3 interns per year over 5 years, 10 total graduates, 80% full-time employment rate.

PMI SF Bay Area · NGL Program · 2025

Professional Development Dashboard

Designed and implemented a performance dashboard using Tableau and Power BI to visualize key team metrics for the 12-week Next Generation Leaders program. Developed a UX survey to collect actionable data for data-driven decisions across the cohort.

🏆 Innovation Excellence Award
AMA SF Hackathon · Golden Gate University · Sep 2025

Nonprofit Marketing Plan & Revenue Dashboard

Collaborated with a 7-person team to build a full marketing strategy for three nonprofits including Lorraine Hansberry Theatre. Proposed a tracking dashboard for revenue, expenses, ticket sales, and leads to support data-driven organizational decisions.

GGU Techno Humanist Club · 2025

Campus Week Event Coordination

Led planning and execution of a campus-wide event managing speaker outreach, scheduling, and full logistics coordination from start to finish.

Capabilities

What I Bring

Project Management
  • PMP® & CAPM® Certified
  • Agile & Waterfall
  • UAT Planning & Execution
  • Requirements Gathering
  • Go-Live Readiness
  • ServiceNow & Jira
Data & Analytics
  • Tableau & Power BI
  • KPI Dashboard Design
  • Data Visualization
  • SQL (Academic)
  • Python (Academic)
  • Big Data Ecosystem
Operations & Systems
  • Oracle ERP & CRM
  • 3PL Vendor Management
  • Call Center Operations
  • Records & Compliance
  • Process Standardization
  • Quality Assurance & Audit
Leadership & People
  • Cross-Functional Teams
  • Training & Development
  • Stakeholder Management
  • Executive Reporting
  • Hiring & Onboarding
  • Retention Strategy
Currently Building
  • IT Security & Compliance
  • Software Engineering Leadership
  • IT Networking & Infrastructure
  • AI & Process Optimization
  • Adaptive Decision-Making
Beyond Work

The Rest of the Story

For years I trained and competed as a CrossFit athlete waking up early before work, showing up consistently, and competing at the national and regional level. I volunteered as a certified judge and helped organize competitions nationwide across Mongolia, purely in my own time.

My proudest athletic moment: becoming the national champion in the Women 35-39 division in the 2023 CrossFit Open and earning my CrossFit Level 2 certification when I was 7–8 months pregnant. I had previously placed as national runner-up in the open women's division. I competed at the Asia-level Quarterfinals in both 2022 and 2023, and represented GAN CrossFit Mongolia in the Team Quarterfinals, finishing Top 20 in Asia in 2022.

Beyond the CrossFit Open, I also won the MF3 National Functional Fitness Championship 2024 (Individual, Open Female), placed 1st at the GAN Team Throwdown, 2nd at the 976 CrossFit Mongolian Throwdown, and competed internationally at the Bangkok Throwdown Qualifier in Thailand. I'm currently taking a break from competition while I focus on my studies and career transition but the discipline that earned those results is the same thing I bring to everything else I do.

I also care about community. I've mentored new graduates at AmCham Mongolia events, volunteered for children's foundations, and spoken at morning meetings on leadership and personal development. Now I'm volunteering with PMI SF Bay Area and growing my professional roots in the Bay Area.

  • 🥇
    2023 CrossFit Open National Champion, Women 35-39 (Mongolia) #2 Women overall in Mongolia · Top 62 in Asia (35-39 division) · Achieved while working full-time
  • 🥈
    2022 CrossFit Open #2 Women overall in Mongolia Top 315 Women in Asia · Competed in Individual & Team Quarterfinals
  • 🌏
    Asia Team Quarterfinals Top 20 in Asia (2022) Representing GAN CrossFit Mongolia
  • 💪
    CrossFit Level 2 Certified September 2023 Completed the certification at 7–8 months pregnant
  • 🥇
    1st MF3 National Functional Fitness Championship 2024 Individual · Open Female · National title
  • 🥇
    1st GAN Team Throwdown 2022 Team competition · National level
  • 🥈
    2nd 976 CrossFit Mongolian Throwdown 2022 Individual · Women's RX
  • 🥈
    2nd GAN Invitational 2022 Individual · Women's RX
  • 🌏
    Bangkok Throwdown Qualifier 2022 International Competition Individual · Female All Divisions · Competed internationally in Thailand
  • 🏋️
    Volunteer Judge & Nationwide Event Organizer Officiated and helped organize CrossFit competitions across Mongolia all in personal time
  • 🤝
    Mentor & Community Volunteer AmCham Mongolia · Children's foundations · PMI SF Bay Area 2025 PDD volunteer
Credentials

Certifications

PMP® Project Management Professional
PMI · January 2026
CAPM® Certified Associate in Project Management
PMI · January 2021 · Earned during COVID
CrossFit Level 2 (CFL2)
September 2023 · Completed at 7–8 months pregnant
CrossFit Level 1 (CFL1)
April 2021
PwC: Negotiation & Conflict Management
PwC Training Program
Sporting Edge: The Winning Mindset
Leadership & Performance Training
Train the Trainers Program
Corporate Training Certification

Golden Gate University Graduate Coursework

MSITM Program · GPA 3.970 · All A grades · 30 credits completed

Spring 2025 · GPA 4.0
Data Analysis for Managers A
IT Management & Digital Transformation A
Managing Data Structures A+
Networking & Infrastructure Management A
Summer 2025 · GPA 4.0 · Dean's List
Software Engineering Leadership A
Security, Privacy & Compliance A
Big Data Ecosystems A
Fall 2025 · GPA 3.9
Visualization & Communication A−
Advanced Data Analytics with Python A
Adaptive Decision Making A

LinkedIn Learning

13 courses completed in 2025 across project management, data engineering, and cybersecurity

Project Management & AI
Change Management for Projects
Nov 2025
PMP® Practice Exams 1, 2 & 4
Oct – Nov 2025 · PMI Exam Prep
Copilot for PM: AI-Powered Budget Tracker & Forecaster
May 2025 · Microsoft Copilot · AI
Data Engineering & Analytics
SQL for Data Analysis
Jun 2025
Data Engineering Foundations
Jun 2025
Learning Data Analytics: Foundations
Jun 2025
Big Data Analytics with Hadoop & Apache Spark
Jun 2025
Learning Hadoop
Jun 2025
Cybersecurity & Design Thinking
Cybersecurity Foundations
Jun 2025
Learning Cryptography & Network Security
Jun 2025
Design Thinking for UX Design Managers
Jun 2025
Let's Connect

Get In Touch

I'm looking for a CPT internship or entry-level opportunity in project coordination, operations, customer experience, digital transformation, or business analysis in the Bay Area.

What I'm looking for: great leadership to learn from, a culture that's challenging and people-first, and meaningful work where technology is being used to make operations and customer experience better. My goal is to grow into a manager with solid US Silicon Valley experience within three years.

I bring 12 years of real operational leadership, PMP certification, hands-on technology project experience, and the kind of discipline that earns national titles before 8am.

Availability: Seeking CPT internship (Summer 2026). Open to full-time roles via OPT STEM from late 2026. Open to all industries project coordination, operations, CX, digital transformation, business analysis, or event operations.

✉ nutag13@gmail.com 📞 (341) 356-2518 in linkedin.com/in/ganaaggu 🏋 CrossFit Games Profile 📄 View / Download Resume