Curtis Cherne, Week of March 8, 2010
Curtis is an excellent example of what customer service is all about at the City of Albuquerque.
A citizen came to Curtis after she had been frustrated with the tedious and confusing FEMA paperwork. The citizen's home was considered to be in a flood plain and she was spending a fortune on her flood insurance premium. The citizen reported she had received little help from FEMA and was extremely confused how to go about applying to get her home out of the floodplain designation.
Curtis spent hours helping the homeowner and his extra steps successfully reduced insurance premiums for this homeowner.
Here is a letter written by the citizen:
To Whom it May Concern:
I recently filed for a LOMR through FEMA. The paperwork was extremely overwhelming and foreign. After hours on the phone and very little help, I somehow connected with Curtis Cherne in the hydrology department. He was exceptional! He returned all of my phone calls and emails within minutes. He volunteered to research various aspects of my paperwork, even going so far as to call FEMA in my behalf. When I went to meet with him in person, he provided me with all the information and maps that I needed. He was extremely professional and helpful. I really feel that he went above and beyond what he is required to do. I can honestly say that I never would have completed the paperwork without his help. I would like others to know how exceptional, helpful, and competent he was.