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Work experience

Claims Adjuster

Progressive Insurance

• Responsible for claim ownership from report to resolution: taking initial statements regarding damages, liability and coverage; inspecting

all vehicles involved in loss; negotiating with repair facilities; comforting and informing customers throughout claim process; pursuing

recovery of damages from adverse parties; investigating and determining liability.

• Serve as single point of contact for all customers for duration of claim resolution process, including insured parties, claimants, claimant

carriers, body shop personnel and attorneys.

• Document all claim-related interactions and maintain highly-detailed and organized files on each claim.

• Outperformed peers in performance metrics in multiple categories: #1 in office for customer satisfaction, # 2 in response times, #1 in

volume of claims processed.

Contracts Administrator

Google Inc

• Perform all duties associated with Contract Administration, including mastering approval tools (internal tools as well as,

managing incoming contract queues and responding to urgent requests at off-hours, troubleshooting contract approvals, reviewing content

and integrity of all contracts and reporting on team performance.

• Serve as Legal team liaison for the CA team: increase and streamline cross-team communication, establish new models and practices to

improve efficiency, and examine workflow to aid in streamlining efforts.

• Took ownership of content and design on both team and sales-facing web sites for used for training, procedure documentation and FAQ


• Appointed team representative to the COS-Core team (internal database/contract management tool)-present feature requests to engineering

teams, communicate with QA team when bugs arise and advise on workflow efforts.

• Perform a quarterly audit of CA team’s approvals and prepare results for presentation; use results to identify problem areas where further

training is necessary or gaps in process are evident.

• After catching a loophole in Google’s internal customer database whereby sales teams could bypass the standard contracting process,

undertook the task of researching the permissions structure surrounding the tool. Determined how user profiles are structured and how they

have gone awry in recent years of explosive growth and proposed a clean-up strategy which resulted in a significant decrease in Google’s

operating risk.

• Collaborate with cross-functional core team during development of new Order Management system to improve approvals function;

provided insight into CA process and was the first approver granted access to the tool.

• Developed “quick fix” links to minimize the effort required to trouble-shoot common problems encountered by sales teams.

• Have processed the highest volume of contracts each month since joining the team.


Sep 2002Mar 2006


Stanford University

• Public Policy major with concentration in Law and the Legal System, 3.69 GPA.

• Areas of study included Legal Theory, Political Science, Management & Organization Theory, Econometrics, Statistical Analysis,Sociology and Calculus.

• Awarded Highest Honors for Academic Achievement by the Stanford Chicano/Latino Association.

• Selected to present self-authored Business and Marketing analysis paper at the Stanford Undergraduate Research Symposium.

• Clerked for Ambassador James Goodby as a research assistant during his tenure at Stanford.

• Event and Costume Manager and for Ballet Folklorico de Stanford, 2003-2004.


Jessica Bowers

Erik Duisenberg