write in formal? I believe that our valuable contributions resulted a great improvement in overall projective accuracy scores, case workers are now more empowered to the policy and proedures and how to provide a great customer epxerience. My role and purpose was to provide constructive feedbacks, guiding the ES staffs to the relevant CPGs & PGs, and answering questions to the best of my ability. I would rate overally performance that I supersede the expectations :)