Operator

Sofia Reyes

Underwriting desk readiness · Madrid · 13 years

She staffs the exception queue the model was not sold to own.

FocusWhether the desk can work the exception without inventing policy.

• Exception-queue design
• Human override boundaries
• Policy vs score conflict
• Desk workflow rehearsal
• Insurance ops go-live gates

Closed work2026: Cleared a contested override pathNamed three cases where score and policy disagreed with no owner. The desk got a written rule before rollout.

Sofia comes from insurance operations and model oversight. She tests how underwriters and claims handlers actually use model output when the case is odd, incomplete, or contested. She writes which exceptions stay human, which stay machine, and what breaks if that line is fuzzy at go-live.