Ankit M. · Head of Ops (demo)
Last synced 2 min ago · Clio · Gmail · Client portal (simulated; no live connections)
Prototype by Ankit Mishra · synthetic data · not affiliated with CanadaVisa. Prototype prepared by Ankit Mishra for the Head of Operations & Customer Success application. Synthetic data. Not affiliated with or endorsed by CanadaVisa or Cohen Immigration Law. Methodology and limits

Simulated target on synthetic data

Escalations per 100 client files: from 1.77 to 1.15 in 90 days.

A working prototype of the system a Head of Operations & Customer Success would build first at a fast-growing immigration practice: every client message triaged, owned and answered on time, satisfaction tied to root causes, hiring run as a pipeline, and a 90-day plan with the arithmetic.

Take the 60-second tourOpen the triage queue
  1. 01TriageEvery message labelled, timed and owned; a lawyer approves risky replies.
  2. 02Fix causes43% of volume traced to causes a system can remove.
  3. 03Then hire4 customer success hires deferred at default assumptions.
Escalations per 100 open files1.77from 0.56 in April90-day target ≤ 1.15
CSAT (4 or 5 out of 5)82%from 91% in April90-day target +5 points
Google rating, new reviews4.44from 4.79 in April90-day target above 4.6
Silent files (paid, no update 14+ days)29%from 8% in April90-day target under 5%

Last four weeks of synthetic data for a firm whose volume grew about five times in six months. Targets are proposals for the 90-day plan.

60-second tour

  1. 1One message, start to finishA client paid, heard nothing for 12 days and posted a one-star review. See it classified, timed, routed and answered with a lawyer-approved draft.
  2. 2Why clients write inSilence after payment is the biggest root cause. Proactive status updates alone would remove an estimated 17% of all messages.
  3. 3Hiring as a pipeline15 roles, a candidate board, interviewer load and an onboarding tracker for growing from 60 to about 100 people.
  4. 4The first 90 daysBaseline, pilot in one practice area, scale to all five. Drag the sliders to see hours saved and hires deferred.
01 · Escalations & complaints

Triage

340 email, portal, phone and review messages over 30 days with live SLA timers, owners, statuses, the full thread and a reply draft for approval.

Open triage →02 · Client experience

CSAT & reviews

26 weeks of CSAT, Google rating and escalations by practice area, a tagged review feed, root-cause clusters and today's 52 silent files.

Open the dashboard →03 · People operations

Hiring

Requisitions, a candidate board, time to hire, offer acceptance, interviewer load and onboarding progress for every new hire.

Open hiring →04 · Plan

First 90 days

A week-by-week timeline, a KPI scorecard and an interactive "systems before headcount" model.

Open the plan →

Why this matters for CanadaVisa

A builder, not an administrator

The role asks for someone who builds better systems. Everything here is working software with tests, not slides, and it was built with the same AI tools the firm is adopting.

Systems before headcount

Each root cause has a fix, and the model turns removed volume into hires the firm does not need to make: 4 in customer success at default assumptions.

Five practice areas

Express Entry, work permits, family sponsorship, citizenship and criminal inadmissibility. Every queue, chart and target splits by them.

The themes clients raise

Unreturned calls and missed consults, silence after payment, files closed without explanation and details lost in handoffs are each a tracked root cause with a fix.

Guardrails built in

Lawyer-approved templates only, no automated legal advice, client data kept in approved systems, and a lawyer signs off anything with a deadline or an escalation.