Nickolas Keene
Berryville,VA
Summary
Dynamic professional with a solid foundation in customer service, starting as a team member at Chick-Fil-A and advancing to a managerial role overseeing a team of over 20 employees. Proven ability to enhance customer service skills and implement effective operational strategies, demonstrated through successful leadership during multiple promotions. Transitioned to the role of Permit Technician in 2018, quickly mastering new responsibilities and contributing to significant projects, including the implementation of advanced land management software. Committed to continuous learning and professional growth, actively seeking opportunities to expand expertise and drive organizational success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Permit Technician
Loudoun County Government
Leesburg, VA
12.2018 - Current
- Conducted thorough reviews and processing of permit applications, verifying alignment with local regulatory standards and policies.
- Facilitated effective communication channels between applicants and regulatory agencies to streamline approval processes.
- Delivered technical assistance on zoning codes, land use regulations, and permit requirements.
- Managed data entry of all permit categories, ensuring accurate documentation within the LMIS system.
- Validated accuracy of new county fees in LMIS system through comprehensive testing in collaboration with finance team.
- Analyzed construction plans to validate details and support project compliance.
- Reviewed and inputted ESC permits into land management system, maintaining organized records for regulatory purposes.
- Assisted office staff in overcoming technical challenges related to computers and printers, ensuring operational efficiency.
- Facilitated essential support for financial team operations.
- Coordinated scheduling of requested inspections for customers.
- Trained and supported permitting office staff in utilizing Bluebeam for streamlined project management.
- Executed permitting processes for residential new construction projects.
- Assisted in the deployment and integration of the Landmarc system, enhancing operational efficiency.
- Collaborated with user interface testers and trainers to enhance product usability and user experience.
- Designed and implemented test scenarios to ensure functionality and reliability of Landmarc system processes.
- Version 3 – Specificity: Thoroughly reviewed and confirmed integrity of workflow processes developed in Landmarc system.
- Named the SME (Subject Matter Expert) for Permitting, to include the Zoning Permits.
- Delivered effective training video content that empowered external customers to successfully apply for permits and submit plans. Achieved improved customer comprehension of permit applications and plan submissions through the development of a targeted training video.
- Provided critical insights on Landmarc system to support colleagues in adapting to changes affecting permitting department.
- Conducted thorough analysis of permits in LMIS system to validate data integrity during system transition.
- Analyzed fee processes in Landmarc system alongside financial team to validate correct fee assessments.
- Diagnosed and fixed credit card processing errors at the front counter, enhancing customer service.
- Engaged with Landmarc project team to troubleshoot and resolve configuration issues impacting departmental operations.
- Coordinated all phases of project management for 100-plus permits, ensuring timely execution from start to finish.
Shift Lead
Chick-Fil-A
Sterling, VA
12.2016 - 06.2020
- Managed a workforce of around 20 employees to ensure efficient shift performance and productivity.
- Facilitated development of team members by promoting excellence and encouraging pursuit of leadership opportunities.
- Managed customer interactions to achieve satisfaction, prioritizing timely service for additional drive-thru customers.
- Ensured accurate reconciliation and safeguarding of all monetary assets in registers to maintain financial integrity.
- Coordinated break times for team members to ensure optimal workflow and productivity during current shift.
- Oversaw completion of store opening and closing tasks to ensure readiness for the next work shift.
- Facilitated customer transactions by providing accurate change, enhancing overall service efficiency.
- Coordinated with Loomis for timely cash orders, ensuring secure and efficient currency storage in store safe.
- Achieved seamless inventory management by accurately tracking food and supply levels. Supported uninterrupted daily operations through proactive ordering of essential supplies.
- Reviewed and corrected employee time entries, ensuring all adjustments were completed promptly.
Parts Pro
Carquest Auto Parts
Leesburg, VA
01.2016 - 12.2016
- Facilitated order-taking through phone communication, maintaining a high standard of service.
- Compiled all essential ticket items for processing.
- Implemented cost-effective routing solutions for driver dispatch to improve overall logistics performance.
- Monitored and organized store inventory to support efficient operations.
- Executed accurate cash handling procedures to ensure correct change delivery to customers.
- Reviewed and reconciled outstanding customer accounts to ensure accurate payment and credit submissions.
- Oversaw the collection and verification of returned items, enhancing customer satisfaction and operational efficiency.
Teams Leader
Chick-Fil-A
Sterling, VA
07.2014 - 01.2016
- Assigned roles to team members to ensure smooth operations during the shift.
- Coordinated break times for team members to ensure optimal workflow and productivity during current shift.
- Trained team members on best practices to elevate customer service standards and increase overall efficiency.
- Delivered exceptional service to all customers during walk-in and drive-through interactions.
- Oversaw inventory management for food and essential supplies. Coordinated order placements to meet established deadlines, ensuring punctual delivery.
- Coordinated inventory requests from other stores and tracked stock assumptions to ensure accurate supply management.
- Executed end-of-shift cash management procedures, including counting, tracking, and securing all funds in registers and store safe.
- Coordinated the delivery process for food paper products, systematically reporting missing items and handling returns to maintain quality assurance.
Education
High School -
Oakdale High School
Frederick, Maryland06-2014
Customer Service Training
Chick-Fil-A Headquarters
Atlanta, Georgia10-2014
ICC Permit Technician - International Building Code
International Code Counsil
04-2026
DHCD Permit Technician - Building Code
Virginia Department of Housing And Community Development
04-2026
Skills
- Skilled in using Microsoft Office tools
- LandMARC system management
- Land Management Information System (LMIS)
- Hartland Credit Card Portal
- Multitasking efficiency
- GIS mapping experience
- Professionalism and integrity
- Computer software proficiency
- Decision-making confidence
- Problem solving prowess
- Record keeping
- Conflict resolution techniques
Accomplishments
- Collaborated with team of 30 or more in the development of a new land management software.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
- ICC Permit Technician Certification
- VDHCD Permit Technician Certification
Timeline
Permit Technician
Loudoun County Government
12.2018 - Current
Shift Lead
Chick-Fil-A
12.2016 - 06.2020
Parts Pro
Carquest Auto Parts
01.2016 - 12.2016
Teams Leader
Chick-Fil-A
07.2014 - 01.2016
High School -
Oakdale High School
Customer Service Training
Chick-Fil-A Headquarters
ICC Permit Technician - International Building Code
International Code Counsil
DHCD Permit Technician - Building Code
Virginia Department of Housing And Community Development