Janice Quintana has a successful 20-year foundation in customer service operations with both the private and public sector. Quintana has been the Director of CharMeck 311 since 2010. In her tenure she has improved overall efficiency, productivity and the customer experience. She also introduced the Citizen Information Academy, Community Action Team and the procurement of a new Citizen Relationship Management system. Under her leadership CharMeck 311 has received national recognition including the 311 Synergy Group Award of Excellence, Public Technology Institutes designation as a Citizen Engaged Community and is a member of the National 311 Executive Council.
CharMeck 311 is frequently showcased as a leader in government customer service. Most recently highlighted as the only city operation in GovLoop’s Customer Service Playbook for Government, which is a guide that reveals tools, practices, innovative solutions and methodologies to customer service. Prior to her current role, Quintana was the Director of The Office of Unified Communications in Washington D.C. where she was responsible for 911 and led the implementation of the 311 call center.