Biography Janice Quintana Director  Janice Quintana was appointed as the Director the Office of the Unified Communications (OUC), in the January 2007. Prior to that time Quintana served as the operations manager for the Mayor’s Citywide Call Center, where she was responsible for customer service and city services for the District through the centralized “one-stop” number, 311. Working closely with other District agencies and constituents, Quintana continues to create collaborative partnerships to deliver top-notch customer service and improved interactions with the community. Ms. Quintana has a solid foundation in employee development and achieving results, with a proven record of increasing performance. She has provided key leadership in the areas of planning, strategy development, outreach and implementation. She is a talented troubleshooter whose quick ability to implement successful plans and process improvements moved the Mayor’s Citywide Call Center to greater heights. During her tenure as operations manager, she developed an unprecedented quality assurance program, increased productivity and accountability exponentially and most importantly, created a culture dedicated to service and pride. Prior to assuming her position with the Mayor's Citywide Call Center, Quintana held a number of pivotal positions with MCI related to contact center operations and project management. She created a call center vision and strategy to lead the day-to-day operations for a staff of 500, including front line sales and customer service, training and quality and corporate communications. Quintana is originally from Albuquerque, New Mexico and earned a Bachelor of Arts in political science from the University of New Mexico. She currently sits on the boards of the Federal Communications Commission’s (FCC) Communications Security, Reliability and Interoperability Council and the Association of Government Contact Center Employees. She has also garnered agency memberships and affiliations with a number of industry best practice groups including the Association of Public Safety Communications Officials (APCO), the National Emergency Number Association (NENA) and the 911 Institute.