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Janice Quintana Is Confirmed as OUC Director

Tuesday, April 3, 2007
Quintana has a solid foundation in performance and process improvement

(Washington, DC) The District of Columbia City Council unanimously confirmed Janice Quintana as director of the Office of Unified Communications (OUC). Quintana was appointed acting director of OUC in January 2007 by Mayor Adrian M. Fenty.
"I am excited about my charge to lead the OUC and my partnership with the community related to public safety," Quintana said. "As a world-class organization, operating with accuracy and efficiency, our charge ranges from allaying fears in life threatening situations to coordinating the delivery of basic city services. This is an enormous responsibility that cannot be taken lightly."
"I am honored not only to have the opportunity to partner with the public safety community to make our city safer but also to help improve such an important agency," Quintana said. "The OUC is the resident and visitor lifeline to public safety and customer service and I sincerely look forward to my tenure with this agency."
"I am also grateful to have Mayor Fenty and the Chair of the DC Council's Committee on Public Safety Councilmember Phil Mendelson's support and confidence in my ability to lead this agency into an era of unprecedented performance. I truly look forward to our work together as we advance the city's public safety network and partnership."
Janice Quintana previously 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 of (202) 727-1000. 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.