About

Rachna Narang is a Senior Program Manager at PayPal with over 15 years of experience in managing multi-disciplinary teams of varying sizes and successfully delivering complex projects. She has been recognized consistently for performance excellence and contributions towards success in Travel, Banking, and IT Services industries. Rachna has strengths in practical application of project management skills and leadership skills to develop and communicate PMO vision to leadership. She is a competent professional with experience in project, product, and delivery management, business analysis, client relationship and vendor management, resource optimization, team management, work/time estimations, risk management, conflict resolution, influencing, and negotiation. Rachna is responsible for facilitating among PMO stakeholders and organizational leadership a consensus around mission and vision of PMO organization to foster a project-management-oriented culture and mindset. She engages with CXOs, senior leadership, and business owners to define and drive the company mission, goals, and operating models. Rachna's expertise lies in delivering projects to lead business growth, improve customer experience, increase automation, new vendor integrations, AI-based conversational chatbot, CSAT and NPS improvement automation projects, IVR, telephony, IT/infra, etc. Some of the key projects delivered by Rachna include the implementation of Conversational based AI Chatbot to solve customer's pre-booking, post-booking queries on Mobile, Web & WhatsApp platform, which led to saving costs in the range of $2 million annually, by improving the efficiency of answering customer support queries. The chat platform also generated leads worth $10 million per year for Holidays business. She has also driven automations, innovations by implementation of self-service (DIY) actions to improve customer experience, CSAT, NPS, contact ratio reduction. Rachna has significant experience in project management tools like JIRA, Trello, Asana, Smartsheets, MPP, Confluence, Ms Visio, QC, and knowledge of Java, SQL, HTML, XML, JS, C, C++, Kafka. Prior to PayPal, Rachna worked at goibibo as Associate Director - Project Management, where she led the PMO team to drive business growth, automation, cost optimization projects with product, design, UGC, development, finance, marketing & customer operations team across multiple line of business (LOBs). She has also worked at TCS as a Project Manager. Rachna holds a Bachelor's degree in Computer Science from Seth Jai Parkash Mukand Lal Institute