Melanie Antoon Email and Phone Number

• Strategic Leadership: Define and execute the strategic roadmap for the Professional Services organization globally, ensuring that services are closely aligned with DISCO's overarching business goals and objectives. Play a pivotal role in fostering a culture of excellence, collaboration, and customer focus within the department, setting the example for the team's high performance.• Service Excellence and Delivery: Oversee the end-to-end delivery of Professional Services engagements, ensuring that consistent and exceptional client experiences are provided. Establish and enforce best practices, methodologies, and service delivery standards to ensure that customer success and satisfaction remain at the forefront of all initiatives. Collaborate closely with sales, product, and engineering to understand client needs and align service offerings.• Client Relationship Management: Build and maintain strong relationships with key clients. Act as a trusted advisor and escalation point for strategic discussions and issue resolution, driving client satisfaction by ensuring the delivery of high-quality services that consistently meet or exceed client expectations.• Financial Management: Develop and manage the Professional Services budget, ensuring that financial targets and profitability goals are met. Monitor KPIs and metrics that are essential to track the financial health and performance of the Professional Services organization and enable data-driven decision-making.

• Provide leadership and management to all operational teams delivering eDiscovery services by directing the implementation of processes and new technology to drive productivity, client service, client retention, and employee satisfaction• Assist in the development of the overall strategic operations plan and its execution, with an emphasis on implementing uniform best practices across all departments and teams globally• Plan, develop and implement strategies for meeting organizational performance plans• Partner with other senior managers on strategies, objectives, and obstacles to the business• Grow and develop business internally and externally in conjunction with Sales team leadership• Monitor and strategize to reach annual targets and new markets • Build and manage high-performing teams in each area of the business to drive quality client experience as well as employee retention• Work with Sales and Marketing to develop customer feedback loop which is integrated back into Operations to continuously drive client service improvement

I manage the Hosting department globally for Huron, including Hosting Engineers in the US, UK and India. I am responsible for developing best practices, documentation, standard processes and ensuring high quality deliverables from the Relativity Hosting department. I collaborate with the Project Management, Document Review and Data Analytics departments to implement new Relativity features and processes to improve the end user’s experience in working within the application. To this end, I am focused on identifying opportunities for process improvement to enhance the delivery of Huron’s services to our clients with greater accuracy and efficiency.

• Lead, coordinate, and manage Client Services with the goal of maximizing its profitability while providing the excellent client services. • Formulate, develop and execute the operational plan that achieves Catalyst's corporate vision for service excellence.• Build, lead and manage highly motivated, effective teams to deliver excellent service to Catalyst's client base including enterprise, partners, and law firms.• Use industry-standard operational metrics to benchmark performance against similar external service organizations.• Participate on many cross-functional teams which address strategic, tactical, and business initiatives.• Develop key department initiatives such as cost savings measures, employee utilization, profitability, best practices, and consistency.• Responsible for the leadership, development, and mentoring of the management and staff of Client Services.• Develop short and long-term client service metrics and goals including time to resolution, errors, and customer satisfaction. Use metrics to report on the effectiveness and profitability of the group relative to cost of service with Senior Management Team.• Continuously assess whether current metrics, staffing choices, products, and services are accurately reflecting client preferences and needs.• Work with marketing and other departments to represent voice of the client data through Client Service analysis, satisfaction surveys, and complaints.• Develop, document, and budget appropriate initiatives to improve client satisfaction aligned with broader Catalyst corporate goals.• Lead the department in building new client contacts and relationships toward a measured and proven system for problem escalation and revenue retention.• Identify additional/expanded consulting opportunities with existing clients and define functional and technical requirements for draft statements of work.• Participate as a member of the Senior Management team.

• Interview, hire, manage, evaluate and coordinate the activities of all Project Managers. Analyze the workload of Project Managers and make recommendations on additional hiring or new methods of managing client needs.• Act as a resource to Project Managers. Answer technical and procedural questions for project managers. Provide training and consulting to project managers on cases. • Step in to help other Project Managers by taking the lead when serious issues arise with clients. Assist Project Managers in working with difficult clients and repairing strained client relations.• Coordinate with the Directors of all other Catalyst departments to ensure that the company’s mission is being accomplished. Work with Directors of other departments on company-wide initiatives. • Work with the Executive department in the creation of new policies and distributing same to Project Managers and other affected departments.• Provide lead project management on complex matters.

• Act as primary liaison among clients, partners, and vendors. • Conduct project design meetings with clients, collect complete and accurate project requirements from clients and partners and convey such requirements to the relevant organizations within Catalyst for delivery. • Initiate and coordinate new site set ups, obtain client approvals, and deliver training on how to use Catalyst’s products. • Manage projects to ensure they are completed correctly and on schedule. • Collaborate closely with assigned sales team to improve the company’s success in landing large cases and driving revenues.service at all times. • Provide consulting regarding the development of the workflow of a large-scale review project. Develop quality control measures to be implemented at each step of the review project to ensure that the client's goals are being met.

• Primary point of contact for all attorneys and paralegals requiring litigation supportassistance• Analyze written and oral user requirements and translate into a system design• Manage and coordinate case processes such as electronic discovery, scanning ofdocuments, coding projects, and transcript management• Develop creative strategies for the review and production of large collections of native files• Conduct monthly Litigation Support Committee meetings to advise on issues such as technology standards, electronic discovery best practices, and developing guidelines for the automation of case documents• Develop training documentation and conduct training courses attorneys and paralegals for all litigation support applications• Provide daily user support for all litigation support applications• Manage relationships with all litigation support vendors.

• Create, maintain and administer large-scale IPRO, Concordance, LiveNote and CaseMap databases• Quality check tag designations and processing documents for production • Provide creative solutions to new or unusual technical requests and problems• Advise case teams regarding the best use of Litigation Support applications for their specific case needs• Develop project specifications for small scale electronic discovery projects• Draft pricing and service comparisons from numerous vendors and assisting case teams in selecting vendors for scanning and electronic discovery projects• Quality check, troubleshoot, and load data into IPRO and Concordance• Work with vendors to correct problematic data deliveries• Draft documentation regarding firm-wide Litigation Support best practices in file organization, production processing, and other areas of standardization• Provide basic training, support for users regarding the use of Litigation Support applications

• Create new databases in IPRO, Concordance, LiveNote, iConect and CaseMap• Provide basic training, support for users regarding the use of Litigation Support applications via the phone and in person• Draft tip sheets and application documentation distributed to users firm-wide• Migrate databases from an unsecured to a secured network environment• Assist in the development of firm-wide file and folder organization standards• Trouble-shoot databases Litigation Support applications for problems.

• Assist attorneys and paralegals on long and short term legal projects• Search, tag and print of documents in applications such as IPRO and Concordance• Prepare reports and tables containing search results for attorney and paralegal use• Assist other paralegals and attorneys in the use of IPRO, Concordance, LiveNote and CaseMap to organize case documents and facts• Perform specific paralegal tasks such as collect, index and produce documents, file pleadings, code documents, and prepare privilegeAchievements: Promoted to Paralegal from Project Assistant after one year.