[Scan-DC] New director for D.C.'s UCC (9-1-1 center)

[Alan Henney]

Janice Quintana

Director, Unified Communications Center

Janice Quintana has been named as the director 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.

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 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.