Quintana Named Washington D.C.'s Director of Unified Communications Center

Washington, D.C., Mayor Adrian M. Fenty named Janice Quintana director of the Unified Communications Center. Quintana has served as the operations manager for the Mayor's Citywide Call Center under the Office of Unified Communication where she was responsible for customer service and city services for the district through the centralized "one-stop" number of 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, according to a district release.

Quintana has provided key leadership in the areas of planning, strategy development, outreach and implementation. During her tenure, said the district, the Call Center has handled more than 4 million calls and responded to more than 1 million service requests with improved efficiency and quality. Quintana 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 Mayor's Citywide Call Center, Quintana held a number of positions with MCI related to contact center operations and project management.

Quintana is originally from Albuquerque, N.M., and earned a bachelor of arts in political science from the University of New Mexico.