Biography Janice Quintana Director  Janice Quintana has been named as the director the Office of the Unified Communications (OUC). Quintana has served as the operations manager for the Mayor’s Citywide Call Center under the Office of Unified Communications 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 created collaborative partnerships to deliver top-notch customer service and improved interactions with the community. She 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, the Call Center has handled more than 4 million calls and responded to more than one million service requests with improved efficiency and quality. She was responsible for developing a quality assurance program; increasing productivity and accountability; and most importantly, creating 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 also sits on the board of the Association of Government Contact Center Employees and volunteers in the District's “Read out Loud Program—Everybody Wins” at Walker Jones Elementary School.