Jason Saab
Operation Manager
Brampton,ON
Summary
Seasoned operations leader with 17 years of experience driving performance, safety, and customer satisfaction across retail, hospitality, and high-risk environments. Expert at building and inspiring teams of 50+ employees, streamlining workflows, and turning data into actionable strategy—yielding double-digit gains in productivity, audit compliance, and client satisfaction. Proven track record of reducing costs and risk through rigorous loss-prevention, process optimization, and policy implementation. Recognized for empathetic, hands-on leadership that cultivates high engagement, low turnover, and a culture of continuous improvement
Overview
17
17
years of professional experience
5
5
Certifications
1
1
Language
Work History
Security Operations & Customer Experience Manager
Yorkville Village Mall
11.2023 - 05.2025
- Spearheaded initiatives to optimize customer service standards, resulting in a 35% reduction in customer complaint escalations by addressing high-priority inquiries with empathy and professionalism in a high-volume retail environment (2,000+ daily customers).
- Demonstrated strong written and verbal communication skills across email, phone, and live chat, contributing to a 20% improvement in first-contact resolution rates and 15% boost in customer satisfaction scores (CSAT)
- Enhanced store operations and service delivery by enforcing compliance with federal/provincial regulations and internal policies, driving a 25% increase in audit compliance scores across all departments..
- Optimized hiring, training, and development for over 50+ frontline staff, which increased staff productivity by 30% and cut turnover by 18%. Used coaching and mentoring strategies to support underperforming employees and drive team morale and performance improvements.
- Designed and launched company-wide training programs on communication, performance, and conflict resolution, which led to a 20% increase in team engagement scores and a 30% drop in HR incidents related to policy misunderstandings.
- Coached and trained both frontline staff and the security team on emergency protocols, homelessness response, and vagrant removal techniques in compliance with respectful and lawful practices. Integrated trauma-informed de-escalation strategies to reduce physical confrontations and improve team confidence in handling complex social issues.
- Developed and implemented emergency protocols for fire evacuations, lockdown scenarios, and EMS coordination, conducting quarterly drills and real-time simulations. These efforts led to a 60% faster response time during live incidents and increased employee confidence in handling crisis events by 45%, as measured by internal readiness assessments.
- Optimized hiring, training, and development of over 50 frontline employees, resulting in a 30% increase in staff productivity and an 18% reduction in turnover. Applied targeted coaching and mentoring strategies to elevate performance and morale, particularly among underperforming staff.
Retail Operations & Loss Prevention Manager
No Frills
04.2023 - 10.2023
- Directed loss prevention operations across multiple grocery locations, improving asset protection protocols and reducing inventory shrinkage by 40% through targeted interventions and strategic auditing practices.
- Streamlined theft detection workflows, resulting in a 30% increase in apprehension accuracy by integrating enhanced surveillance reviews and behavioral pattern analysis.
- Monitored CCTV systems in real time to proactively detect suspicious behaviors, enabling faster incident response times and minimizing product loss during peak shopping hours.
- Led a team of 30+ loss prevention associates, providing daily operational guidance, mentoring in conflict de-escalation tactics, and coordinating undercover investigations to strengthen store security.
- Developed and implemented comprehensive emergency response plans, ensuring staff were trained to handle theft, violence, fire, and medical scenarios with professionalism and safety-first execution.
- Reduced external theft and in-store altercations by 35% through strategic placement of personnel, improved deterrence techniques, and employee training in non-violent conflict resolution.
- Championed a customer-first approach during conflict situations, defusing high-stress encounters with empathy and authority, maintaining brand reputation and customer loyalty.
Tactical Operations Manager
iGuard360 Group
02.2020 - 04.2023
- Led Tactical Security Operations at high-risk sites, navigating complex challenges including drug activity, aggressive behavior, and mental health crises, while ensuring the safety of clients, guards, and the public.
- Built and maintained exceptional client and guard relationships, fostering trust, transparency, and continuous improvement in alignment with client-specific needs and community risks.
- Streamlined recruitment, training, and development of frontline security personnel, enhancing readiness and responsiveness through scenario-based training, including de-escalation tactics, mental health awareness, and emergency intervention protocols.
- Streamlined recruitment, training, and development of frontline security personnel, enhancing readiness and responsiveness through scenario-based training, including de-escalation tactics, mental health awareness, and emergency intervention protocols.
- Achieved a 50% reduction in serious incidents at the most challenging sites within 6 months by implementing specialized guard rotations, targeted training, and stronger incident response protocols
- Coordinated large-scale scheduling and deployment logistics, ensuring full site coverage and operational readiness across day/night shifts, weekends, and emergency call-ins.
- Implemented performance dashboards and KPI tracking to evaluate site-specific risk, guard response times, and client satisfaction—allowing for data-driven corrective action and continuous improvement.
Loss Prevention Investigator
Holt Renfrew
08.2019 - 02.2020
- Maintained detailed records of all loss prevention activities, providing valuable insights for future strategy development.
- Effectively communicated findings from investigations to relevant stakeholders for informed decision-making processes.
- Collaborated with law enforcement agencies to ensure successful prosecution of criminal cases.
- Reduced inventory shrinkage by analyzing and identifying trends in theft incidents and implementing targeted measures.
- Utilized advanced investigative techniques to uncover internal theft cases, leading to swift resolution and termination when appropriate.
- Conducted regular safety inspections of the store premises to minimize risks associated with accidents or injuries.
Security Guard
Cadillac Eaton Centre
09.2017 - 08.2019
- Functioned as primary security contact and enforcer for tenants and customers within a high-volume commercial environment, performing routine patrols to effectively detect, deter, and respond to incidents while providing first-level support to customers and tenants for emergency response, reported theft, and overall threat de-escalation.
- Maintained widespread recognition for building and collaborating relations with tenants and cross-functional personnel, receiving numerous internal recognitions, as well as accelerated promotion to a full-time position within the first 3 months.
Security Supervisor
Humber College
08.2013 - 07.2017
- Managed, coached, and supervised a team of 15 security guards to provide full-scope security services for a diverse, multicultural campus environment, supporting both student and academic executive safety while remaining on-call for any notified incidents or medical emergencies.
- Concurrently facilitated faculty education sessions to promote an active and campus-wide dedication to individual safety.
- Received internal recognition as Employee of the Month and was promoted to Supervisor in 8 months for consistently going above and beyond for student and faculty safety, instinctively providing encompassing service and incident support to maximize overall campus safety.
Mobile Officer
City of Brampton
01.2008 - 08.2013
- Patrolled and monitored various highly trafficked public areas in Brampton including recreation centres, libraries, and bus terminals.
- Supervised stationed static guards to ensure compliance with established policies and procedures while maintaining constant vigilance to report and document any identified suspicious activity.
- Received multiple commendations for effective and efficient reporting, resulting in rapid growth into a Mobile Guard position within the first year to supervise and manage a team of mobile officers across Brampton.
Education
Police Foundations Leadership Diploma - Hons.
Humber College
Toronto, ON 07.2016 - 01.2016
Skills
- Public safety enforcement
- Proactive risk assessment
- Risk assessment techniques
- Conflict resolution
- Emergency preparedness
- Effective team leadership
- Risk management in retail
- Security management
- Researching and evaluating evidence
- Employee onboarding and training
- Client communication skills
- Proficient in situational analysis
- Project scheduling
- Efficient delivery management
Certification
Mental Health Awareness Certification, 2019, Cadillac Fairview, Eaton Centre
Capstone Project
Community Policing & Security Strategy in Urban Retail Environments
Awards
- Employee of the Month, 2017, Received internal recognition for consistently going above and beyond for student and faculty safety.
- Dean's List Recipient, Recognized for academic excellence during studies.
Relevant Studies
- Criminology
- Law Enforcement Ethics
- Emergency Management
- Conflict Resolution
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Drove an 80% increase in operational efficiency by deploying Avigilon surveillance solutions, streamlining threat detection and response protocols.
- "Facilitated structured training workshops that reduced onboarding time for new guards by 40% and improved system compliance audit scores by 30% within 90 days."
- Led on-site interventions using advanced tactical communication and non-violent crisis techniques to defuse volatile situations involving individuals with mental health challenges, reducing use-of-force incidents by over 60%.
Timeline
Security Operations & Customer Experience Manager
Yorkville Village Mall
11.2023 - 05.2025
Retail Operations & Loss Prevention Manager
No Frills
04.2023 - 10.2023
Tactical Operations Manager
iGuard360 Group
02.2020 - 04.2023
Loss Prevention Investigator
Holt Renfrew
08.2019 - 02.2020
Security Guard
Cadillac Eaton Centre
09.2017 - 08.2019
Police Foundations Leadership Diploma - Hons.
Humber College
07.2016 - 01.2016
Security Supervisor
Humber College
08.2013 - 07.2017
Mobile Officer
City of Brampton
01.2008 - 08.2013
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