Jeremy Surface

Currently, Jeremy leads a team of 17 Fiber Customer Support Analysts, with a majority skilled to support Business Digital Voice. Jeremy leads his team by coaching and supporting the agents. Jeremy continues to develop the agent’s skills by providing meaningful feedback and scheduling training time for the Business Digital Voice skilled agents. Jeremy is also an active member of the Northeast's Process Efficiency Team for Employee Engagement. He took a lead roll in demonstrating Learning Portal 2.0 and the Verizon Tuition Assistance program to management staff and associates. During 2021, Jeremy researched, planned and presented professional development topics for the monthly TechTalk meetings the team hosts. As a member of the Process Efficiency Team for Average Handling Time he used his knowledge of the BDV CSA role to design a new call flow to help agents assisting new customers with setting up their service after the installation to reduce the time agents spend on these types of calls.

Prior to starting in the role of FiOS Tech Support Supervisor, Jeremy was a FiOS Customer Service Analyst. As an FCSA, he served as a member of the center’s Internal Help Desk Team and a Subject Matter Expert for the Business Digital Voice team. In that role, Jeremy was responsible for helping fellow agents and customers resolve complex issues with the new BDV service the company was offering. He created local support documents and provided peer to peer training to Network Technicians and CSAs in other centers. Jeremy also collaborated with the Learning and Development team to retool the BDV refresher training.

Jeremy earned his Master of Science in Emergency Management and a Graduate Certificate in Adult Education at Capella University in 2109. Jeremy earned his Bachelor of Science degree from Colombia College, Missouri in 2016 with minors in Computer Information Science and Business Administration. He also holds an Associate’s of Science Degree in Retail Business Management.

Before joining Verizon in March 2013, Jeremy worked in various levels of retail management for different companies, including Wal*Mart and Walgreens. Jeremy served in the New York Air National Guard as an Intelligence Operations Specialist until he retired with the rank of Technical Sergeant (E-6).

Jeremy is an active volunteer with the Eastern New York State chapter of the American Red Cross. He is a member of the Disaster Service Technology (DST) team. The DST team members provide network support, two-way radio support and computer technology support to Red Cross members during Disaster Recovery Operations. Jeremy is also a volunteer on the Disaster Action Team, where he is a DAT Supervisor. The Red Cross Disaster Action Team volunteer provides emotional support, financial assistance, and information to help families begin the process of recovery: responding to emergencies within 2 hours, night or day, rain or shine, either on the scene or coordinating remotely to provide immediate compassion and care.

In his free time, Jeremy enjoys reading and traveling to destinations where he can explore historic sites. Jeremy holds an Amateur Extra operator’s license from the FCC which he uses to practice emergency communications with other amateur radio operators in the states and other countries.