Charles Jackson has over 40 years of experience in customer service, including with FEMA helping disaster survivors. He authored the formula "Customer Service equals speed plus accuracy, squared" and specializes in property and casualty insurance matters. Mr. Jackson takes a relentless and organized approach to tackling issues for disaster victims. He aims to provide answers quickly through his extensive experience and research skills. His goal is to help others recover from disasters and get their lives back to normal.

1. Charles A. Jackson, CFM<br />chasehartone@yahoo.com<br />C-251-423-9690<br />W-866-925-8789<br />Customer Service Expert in Hazard Mitigation <br />Authored CS=(s+a)2<br />(Customer Service equals speed plus accuracy, squared)<br />My strengths lie in the experience of a lifetime of service to both public and professionals, and my innate ability to predetermine logical procedures for a progressive, step-stone, never-give-up attitude toward problem resolution. My organized, indexed system incorporates anticipation—often precluding exhaustive research to solving floodplain insurance issues—thus accelerating the financial recovery of disaster survivors and improving FEMA’s Customer Service reputation. <br />Specializing in Property & Casualty insurance matters, I am relentless when tackling issues for disaster survivors. Most often, I instinctively know answers, counseling victims with direction accordingly, or taking actions on their behalf if they are stressed. At the least, anticipation allows me to find answers quickly—usually in an at-arm’s-length manual, skillful internet research, or my “Who to Call” contact index. Constant upgrades hone this system. <br />My value to FEMA is in the self-fulfillment of helping others get their lives back to normal. My work ethic once prompted an observant FEMA official to call me a “bulldog” at a Community Outreach program. Many DAEs at DRCs rely on my prompt advice, repeatedly. E-mails attest my contribution to cost savings and early shutdown of DRCs. WYO managers value my opinion.<br /> <br />Professional Accomplishments <br />2010-Superior in all four FEMA Critical Criteria of Employee Performance Rating; i.e., #4 “Customer Service”<br />2009-Team Leader, Mitigation Section, NFIP-MSRO (Katrina, Gustav, Ike, KY floods,…) Call Center, Biloxi, MS<br />2008-Achieved Certified Floodplain Manager designation to enhance advisory capability for FEMA customers<br />2005-’07-Rated A+, Wilma, Katrina, Rita storms, PILOT(Allstate) Catastrophe Adjuster, Fast Track Call Center<br />1990-’05-Post early-retirement, Consultant to a variety of upstart companies, facilitating sales/customer service<br /> to supplement savings/pension, designed/built my 4,900 sf home at half ACV (budgeting/sweat equity) <br />1984-Recognized for Customer Service to IBM Field Engineers, 3725 Communications Call Center, Raleigh, NC<br />1979-Presented prestigious “IBM Means Service” award at three-day Awards Conference, Miami Beach, FL<br />*1983-’87-Owner/Partner APEX Printing, Inc: Fast printer, employed five people, while still full-time with IBM<br />*1980s-Present-Investor, builder/renovator of fixer-uppers, constantly upgrading details to my personal home<br />*1980s-Present-Published writer on a variety of subjects in newspapers, magazines, newsletters, work related<br />*1970s-Present-Archived testimonials (on request) recognizing individual performance throughout my lifetime<br />*Concurrent with full time employment and/or retirement <br />What makes me particularly adept at helping catastrophe survivors is empathy for their plight, having been victimized by hurricanes Frederic, Georges, Danny, and Ivan. These personal encounters with storm damage to my own property have enhanced my insights, consequently my understanding of customer dilemmas, thereby inspiring me to render service excellence. <br />I am acknowledged by FEMA colleagues, professionals, and customers as a very effective FEMA ambassador—enriching the customer service experience, and reducing disaster victims’ stress. This is accomplished with continuous education, my rare combination of skills—builder, insurance, customer service—and exceptional follow-up to assure customer satisfaction. <br />