Dominic Talai

Digital Banking & Channel Performance Leader with proven experience optimizing agent and merchant networks to drive revenue growth, operational efficiency, and customer experience. Skilled in performance analytics, risk and compliance (AML, fraud, data protection), and capacity building, with a track record of boosting channel productivity by 15%+, reducing support turnaround by 30%, and increasing customer satisfaction by 30%+. Recognized for leading cross-functional teams and large-scale performance improvement initiatives, combining training, process redesign, and real-time monitoring to strengthen compliance, mitigate risks, and enhance service delivery.

Adept at influencing diverse stakeholders, including agents, merchants, and senior leadership, to align operations with strategic goals and regulatory requirements. Demonstrates strong commercial acumen and strategic leadership, consistently delivering against sales and digital growth targets by leveraging data-driven insights to unlock new revenue streams, accelerate merchant acquisition, and drive product adoption. A collaborative leader with a continuous improvement mindset, committed to building resilient, customer-centric digital ecosystems that support sustainable growth and organizational excellence.

Training Channel Performance Officer - Co-operative Bank of Kenya - Kenya

(2024-07)

• Train and support agents and merchants on digital banking operations, product knowledge, and security protocols, ensuring adherence to incident reporting standards
• Conduct regular evaluations of security risks including loss and theft of point-of-sale machines across the agents and identify vulnerabilities that could impact the organization.
• Constantly monitor the performance of the agent network through surveillance systems and proper communication channels to identify inefficiencies and process gaps.
• Co-ordinate the training and awareness for agents on anti-money laundering, fraud and data protection.
• Ensure excellent customer service delivery in the agent banking channels.
• Ensure that incident response channels are efficient, well-coordinated and able to handle security breaches including loss and theft of point-of-sale machines and emergencies.
• Ensure that agents comply with relevant laws, regulations and industry standards.
• Analyze sales data, customer feedback, incident reports to identify trends, threats and opportunities for improvement and revenue growth.
• Supervise and appraise agent activities, i.e transactions and performance.
• Identify and troubleshoot issues within agents and merchants, proposing and implementing solutions to improve performance.
• Ensure strict adherence to my monthly sales targets including card business growth through merchant acquisition and delivering on other set key performance indicators.

Training Channel Performance Officer - Co-operative Bank of Kenya

(2024-07)

Key Achievements

• Optimized incident escalation and resolution workflows, reducing agent support turnaround time by 30%, and streamlining interdepartmental communication for faster issue resolution.
• Conducted performance diagnostics across 50+ agent outlets, using transaction and service data to inform redesign of agent support processes and drive a 15% uplift in channel productivity.
• Supported the reengineering of onboarding and support workflows for agents and merchants, shortening time-to-activation by 25% and improving service quality.
• Implemented structured feedback loops and retraining processes that improved service delivery consistency and increased customer satisfaction scores by 35%.
• Achieved 50% of digital sales and card growth KPIs through the identification and removal of bottlenecks in merchant acquisition and activation workflows.
• Improved customer satisfaction by 30% via an integrated data-driven digital feedback ecosystem

Training Laboratory Assistant - Yaya Dental Clinic - Kenya

(2022-02 - 2023-12)

• Involved with dental records analysis, organizing and analyzing dental records within the clinic ensuring that patient records are accurate, up-to-date, and compliant with legal requirements.
• Assisted with Laboratory work as tasked such as taking impressions and making models of patient teeth and gums, fabricating temporary crowns or bridges, and performing other tasks as directed by the dentist.
• Ensured that all dental instruments and equipment are properly sterilized, stored and organized for use. (ie) cleaning and disinfecting instruments, maintaining sterilization equipment and their proper storage.
• Educated patients on proper oral hygiene techniques, including brushing, flossing, and maintaining good dental health. Provide demonstrations, recommend oral care products, and answer questions on dental hygiene.
• Conducted research on emerging trends and technologies in dental technology.

Training Laboratory Assistant - Yaya Dental Clinic

(2022-02 - 2023-12)

Key Achievements

• Improved instrument sterilization turnaround time by 25% by optimizing tool preparation and storage workflows, reducing delays in patient treatment.
• Developed a patient education guide used by the dental team to reduce post-treatment queries and complaints by 30%.
• Contributed to a workflow review that decreased setup time between patients by 15%, improving daily patient handling capacity.

Sales Representative - G.W Electronics - Kenya

(2020-05 - 2021-01)

• Built and maintained client relationships, cultivated strong relationships with existing and prospective clients through regular communication, product demonstrations, and providing excellent
• Customer service to foster trust and loyalty.
• Provided product knowledge and support. Stayed updated on the latest electronic products, technologies, and industry trends to provide accurate information and technical support to clients.
• Negotiated and closed five sale deals.
• Generated and submitted regular sales reports to track performance and support decision-making processes.

Sales Representative - G.W Electronics

(2020-05 - 2021-01)

Key Achievements

• Exceeded individual monthly sales targets by an average of 20%, closing 5 high-value deals within the first 6 months.
• Designed a customer feedback tracking system that helped the team identify and address service gaps, leading to a 15% increase in customer retention.
• Introduced a quick-reference product guide that reduced customer service call time by 20% and improved team product knowledge.
• Played a key role in identifying popular product bundles, boosting average sale value by 18% over one quarter.

Forensic Laboratory Intern - Directorate of Criminal Investigations - Kenya

(2019-05 - 2019-09)

• Conducted projects on fingerprint analysis, CCTV footage analysis, tool mark analysis (including gunshot residue GSR analysis), crime scene investigation, and documentation.
• Identified discrepancies between original and counterfeit Kenyan currency, contributing to anticounterfeiting efforts.
• Recognized and documented new security features in the Kenyan passport, aiding in fraud prevention and detection.
• Conducted analysis of forgery in white-collar crime cases, including handwriting and signature comparisons, to provide evidence for legal proceedings.
• Performed ballistic analysis, including the comparison of bullets, cartridge cases, and tool marks, to assist law enforcement agencies in criminal investigations.
• Extracted data from CCTV footage and mobile phones during crime scene investigations, providing valuable evidence for forensic analysis and case resolution.

Forensic Laboratory Intern - Directorate of Criminal Investigations

(2019-05 - 2019-09)

Key Achievements

• Contributed to over 10 active investigations, supporting high-stakes analyses in fraud, counterfeiting, and ballistic cases.
• Successfully extracted, documented, and organized digital evidence from 20+ devices, maintaining 100% chain-of-custody accuracy.

Digital Forensic & Cyber security Essentials - Digital Forensics and Cybersecurity - edX /E-learning (2024-03 - 2024-09)

BSc - Forensic Science - Kenyatta University (2017-08 - 2023-04)

Computer Studies - Computer Studies - Compute For Schools Kenya (CFSK) (2018-09 - 2019-03)

Kenya Certificate of Secondary Education - Secondary Education - St. Joseph's Boys High School (2012-02 - 2015-11)