STEVEN GENDUSO
Worcester
Summary
Strategic and results-oriented Claims & Risk Management Executive with over 20 years of experience leading national programs in workers’ compensation, insurance law, disability management, and arbitration. Demonstrated success in reducing claim costs and durations, driving multi-jurisdictional compliance, and leading cross-functional teams across public and private sectors. Expert in claims operations, litigation strategy, regulatory compliance, and TPA/vendor oversight. Recognized for delivering data-driven process improvements, strengthening organizational risk posture, and aligning claims strategy with enterprise objectives.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Arbitrator – Lemon Law Program
Better Business Bureau
08.2018 - Current
- Adjudicate consumer disputes under the MA Lemon Law, providing unbiased hearings and issuing binding resolutions grounded in legal precedent.
- Built a record of 95% upheld decisions on appeal due to meticulous case evaluation and impartiality.
- Enhanced procedural transparency by recommending standardized templates for consumer submissions and evidence review.
Claims Manager
Vensure Employer Solutions
01.2022 - 07.2025
- Directed end-to-end management of national workers’ compensation claims across multi-state jurisdictions, handling complex indemnity, medical, and litigation cases.
- Supervised and coached claims specialists, implementing KPIs and process improvements that boosted claim closure rates by 22% within the first year.
- Collaborated with TPAs and carriers to establish service-level agreements (SLAs), enhancing accountability, claim resolution speed, and client satisfaction.
- Conducted reserve accuracy audits and leveraged claims analytics dashboards to identify $500K in overestimated liabilities, fraud patterns, and performance gaps.
- Led nationwide training on OSHA compliance, return-to-work programs, and incident response; contributed to business continuity strategy during company restructuring.
Examination Proctor (Contractor)
Commonwealth of Massachusetts
Worcester
04.2013 - 01.2024
- Administer statewide civil service exams, ensuring strict adherence to testing protocols, security procedures, and ADA accommodations.
- Identified and resolved procedural vulnerabilities, leading to a revision of examination day protocols to prevent future test breaches.
- Provided input on virtual testing adaptations during COVID-19, ensuring continuity and compliance.
Risk & Claims Manager
Resource Management, Inc.
Fitchburg
03.2017 - 01.2022
- Directed a national workers’ compensation and safety program for 400+ client companies; reduced average claim costs by 28% through proactive case management and return-to-work coordination.
- Led integration of risk services during merger with Vensure, aligning compliance protocols and IT systems across both firms.
- Built and delivered customized risk assessments and training programs, contributing to a 35% drop in workplace injuries across client sites.
- Developed monthly risk scorecards to benchmark performance and support executive decision-making.
Premium Auditor
RLD Associates, Inc.
06.2015 - 03.2017
- Performed physical and remote audits of workers’ compensation and general liability policies to validate payroll classifications, sub-contractor usage, and job roles.
- Uncovered misclassifications resulting in $200K in premium recovery for insurers and compliance remediation for insureds.
- Streamlined data collection protocols, cutting average audit processing time by 18%.
WC & Insurance Risk Consultant
KNF&T Staffing Resources
07.2014 - 01.2016
- Consulted with employers on high-exposure claims, litigation strategy, and insurance carrier relations, achieving resolution savings of 15–20% on disputed claims.
- Conducted TPA performance audits and recommended vendor replacements when benchmarks were not met.
- Designed claim tracking tools adopted by clients to improve internal reporting and compliance.
Independent Claims Consultant
Self-Employed
Worcester
07.2013 - 06.2015
- Delivered expert consulting to small and mid-sized employers on workers’ comp defense strategies, safety program design, and risk audits.
- Prepared litigation files and provided deposition prep support to employer-side counsel.
- Advised on independent medical evaluations (IMEs) and settlement structuring.
Corporate Senior Claims Consultant
Bay State Health, Inc.
Springfield
09.2006 - 06.2013
- Managed workers’ compensation, LTD, and leave programs for one of Massachusetts’ largest healthcare systems.
- Spearheaded a cross-functional initiative that lowered WC costs by $2.1M over three years through injury prevention and early intervention.
- Created a claims and safety dashboard for senior HR leaders to track loss trends and compliance status.
- Represented the organization in depositions and mediations involving complex liability exposures.
Claims Manager & Consultant
Insurance Staffing Systems
Boston
03.2005 - 09.2006
- Oversaw multi-jurisdictional WC and liability claims for diverse clients in healthcare, construction, and retail.
- Provided strategic guidance to reduce reserve volatility and improve cycle times.
- Piloted a claims workflow redesign that led to a 25% faster turnaround on high-priority cases.
Education
Master of Arts - Criminal Justice
Anna Maria College
Paxton, MABachelor of Science - Sociology & Criminal Justice
Worcester State University
Worcester, MACPDM - Certified Professional Disability Management
IEA
WCLS Designation - Workers Compensation Law Specialist
AEI
Skills
- Claims Management
- Workers' Compensation
- Risk Mitigation
- Arbitration & Adjudication
- TPA Oversight
- Loss Control
- Insurance Premium Auditing
- Employee Training
- Disability Insurance
- Strategic Communication
- Litigation Support
- Safety Programs
- Regulatory Compliance
- Team Leadership
Certification
- Certified Professional in Disability Management (CPDM)
- Workers' Compensation Law Specialist (WCLS)
- Licensed Workers' Compensation Adjuster: Massachusetts, Connecticut, Florida, New Hampshire
- Notary Public – Commonwealth of Massachusetts
Personal Information
Education and Training
other,other
References
References available upon request.
PROFESSIONAL & COMMUNITY LEADERSHIP
- Hearing Officer – MA Board of Bar Overseers (2018–2024)
- Board Member – Korean War Memorial of Central MA (2013–2022)
- Editorial Board – @At Work Magazine, DMEC (2010–2022)
- Chair/Member – Citizen Advisory Council, Worcester (1998–2022)
- Commissioner to Elect Public Officers, MA (1995–Present)
Timeline
Claims Manager
Vensure Employer Solutions
01.2022 - 07.2025
Arbitrator – Lemon Law Program
Better Business Bureau
08.2018 - Current
Risk & Claims Manager
Resource Management, Inc.
03.2017 - 01.2022
Premium Auditor
RLD Associates, Inc.
06.2015 - 03.2017
WC & Insurance Risk Consultant
KNF&T Staffing Resources
07.2014 - 01.2016
Independent Claims Consultant
Self-Employed
07.2013 - 06.2015
Examination Proctor (Contractor)
Commonwealth of Massachusetts
04.2013 - 01.2024
Corporate Senior Claims Consultant
Bay State Health, Inc.
09.2006 - 06.2013
Claims Manager & Consultant
Insurance Staffing Systems
03.2005 - 09.2006
Master of Arts - Criminal Justice
Anna Maria College
Bachelor of Science - Sociology & Criminal Justice
Worcester State University
CPDM - Certified Professional Disability Management
IEA
WCLS Designation - Workers Compensation Law Specialist
AEI