a long time she jostled , pushed , waited , moved ahead , and finally she stood before a frustrated man with a barely shaven face and haggard eyes who listened to her and turned to his left and opened a drawer and fingered through small folders and stopped , then took something out , looked at it , looked at her , looked at it again , then put it down on the counter , turned it to face her , put a pen next to it and told her to sign at the bottom .