Frances Santos
Pickering,ON
Summary
Results-driven professional with seven years of experience in security operations, and a proven track record of consistently delivering high-quality outcomes on time and within scope. Skilled in developing and enforcing security policies, managing access control systems, and ensuring compliance with regulatory standards. Adept at training staff, handling a variety of administrative tasks, and leveraging technology to optimize security operations. Seeking to bring innovation, a proactive mindset, and a commitment to protecting people and assets to the City of Toronto as a Senior Security Coordinator.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Security Scheduler
City of Toronto
Toronto, ON
07.2023 - Current
- Designs and modifies schedules to meet operational requirements, ensuring policy compliance and full shift coverage.
- Manages vacation requests, staff accommodations, and payroll accuracy in collaboration with security management.
- Coordinates with the business analyst, and supports the calculation and management of overtime to ensure alignment with budget constraints and prevent overages, while optimizing staffing levels.
- Maintains and analyzes scheduling data to forecast issues and enhance operational efficiency.
- Participates in recruitment efforts, facilitating in-person hiring events and supporting onboarding processes.
- Assists in developing and improving scheduling policies to enhance operational effectiveness and efficiency.
Control Room Operator
City of Toronto
Toronto, ON
06.2022 - 07.2023
- Monitored city-owned properties remotely using security systems such as CCURE, SBN, Milestones, and Dedicated Micros, ensuring a timely response to alarms and emergencies.
- Investigated intrusion alarms by reviewing CCTV footage, analyzing access card activity, and coordinating responses with mobile guards, or Toronto Police, as needed.
- Managed emergency and non-emergency calls to Corporate Security, dispatching appropriate response teams, including in-house guards, contract personnel, facilities management, and emergency services.
- Conducted CCTV and intrusion alarm audits to verify system functionality and ensure compliance with security standards.
- Provided clear direction to security personnel, and coordinated with mobile guards to ensure real-time guidance and support.
- Prepared detailed incident reports and communicated critical information to senior management to maintain awareness and operational efficiency.
- Participated and assisted in policy development for the security operations centre, and ensured compliance with operational objectives.
Investigative Specialist
Woodbine Entertainment
Toronto, ON
01.2021 - 05.2022
- Monitored over 800 surveillance cameras across four properties, identifying unusual activities and responding swiftly by dispatching response teams or contacting authorities when necessary.
- Managed security operations using a variety of software applications for access control, visitor tracking, and CCTV surveillance, while generating reports, dispatch logs, and maintaining operational records.
- Led and executed efficient incident response protocols, collaborating closely with emergency services—including fire, police, and EMS—to ensure rapid and effective resolution of incidents and emergencies.
- Assisted in making arrests, ensuring full compliance with the Trespass to Property Act and the Criminal Code, while following proper legal procedures and maintaining security protocols.
- Conducted comprehensive investigations into security incidents, documenting findings, preparing detailed reports, and reviewing video footage as evidence for potential legal action.
- Supervised security guards, prepared schedules, and liaised with Senior Managers, providing regular updates on active investigations and ensuring proper security protocols were followed.
- Contributed to the development and implementation of policies, aligning them with organizational objectives to enhance overall security and operational efficiency.
Pre-Board Screening Officer
GardaWorld Security Services
Mississauga, Ontario
06.2018 - 12.2021
- Acted as a Federal Screening Officer for the Canadian Air Transport Security Authority, screening passengers, airport employees, and their belongings in compliance with security guidelines and procedures.
- Operated advanced screening equipment, including X-ray machines, metal detectors, full-body scanners, and explosive trace detectors, ensuring safety protocols were followed.
- Analyzed X-ray images of baggage and belongings, making quick and accurate decisions regarding the clearance or identification of potential threats.
- Conducted thorough manual searches of passengers and belongings, ensuring effective security without compromising the passenger experience.
- Performed testing and calibration of screening equipment regularly to ensure optimal functionality and compliance with security standards.
- Reported incidents and escalated concerns according to established communication protocols, ensuring timely resolutions.
- Consistently maintained professionalism in a high-pressure environment, efficiently screening hundreds of passengers daily while fostering positive relationships with passengers, colleagues, and managers.
Sales Selling Supervisor
Schurman Retail Group
Toronto, ON
05.2016 - 11.2019
- Ensured exceptional customer service by leading the sales floor effectively, fostering a positive and welcoming environment.
- Focused on enhancing the customer experience, building customer loyalty, and driving repeat business.
- Delegated operational tasks to team members, clearly communicating expectations and deadlines to ensure smooth execution and results.
- Consistently adhered to standard operating procedures while contributing to the achievement of store operational goals.
Education
Bachelor of Arts - in Criminology
York University
Toronto, ON06-2018
Bachelor of Science - in Criminology With Forensics
Holy Angel University
Angeles City, Philippines01-2014
Skills
- Incident Response & Crisis Management
- Security Software Proficiency
- Video Surveillance and Image Analysis
- Threat Assessment & Risk Management
- Investigation & Report Writing
- Training & Mentoring Security Personnel
- Scheduling & Workforce Coordination
- Resource Allocation & Logistics
- Conflict Resolution & De-escalation
- Customer Relationship Management
Certification
- Security Guard License
- Standard First Aid & CPR/AED (Level C)
- Use of Force
- Ontario Driver’s License – Class: G
References
References available upon request.
Timeline
Security Scheduler
City of Toronto
07.2023 - Current
Control Room Operator
City of Toronto
06.2022 - 07.2023
Investigative Specialist
Woodbine Entertainment
01.2021 - 05.2022
Pre-Board Screening Officer
GardaWorld Security Services
06.2018 - 12.2021
Sales Selling Supervisor
Schurman Retail Group
05.2016 - 11.2019
Bachelor of Arts - in Criminology
York University
Bachelor of Science - in Criminology With Forensics
Holy Angel University
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