Michael Urso Email & Phone Number

Milwaukee, Wisconsin, US

• Lead a global customer care team of 85+ associates to ensure operational excellence and a best-in-class customer experience.
• Define and measure key customer KPIs, develop strategies, and translate VOC insights into innovative solutions.
• Collaborate with cross-functional leaders to enhance the overall customer journey and foster a culture of continuous improvement.

Milwaukee, Wisconsin, US

• Directed annual Strategy Plans through data analytics and financial report evaluation, optimizing SIOP and forecasting.
• Spearheaded customer experience, price execution, and business analytics using lean six sigma methodologies.
• Achieved a surplus within operating budget parameters, reconciling $3.25M in projects and reducing customer past due shipments by 50%.

Milwaukee, Wisconsin, US

• Executed strategic business operations focusing on supply chain operations, leading a team of 5.
• Prioritized strategic planning and root cause analysis, contributing to Long Term Strategy (LTS) activities.
• Led transition of distribution product range, reducing items by 80/20 principles, saving +$1M annually.

Milwaukee, Wisconsin, US

• Led project scope and resource management to ensure on-time completion, developed team and budget of $1.5M, and spearheaded systems integration.
• Transitioned 80+ hours of weekly labor to Manila, Philippines, saving over $200K annually.
• Increased inventory turns from 2.8 to 4.7, handling +$30M in finished goods inventory.
• Developed new processes to achieve a rise in forecast accuracy from 73% to 92%.

Milwaukee, Wisconsin, US

• Optimized inventory distribution by consolidating stocking to two DCs, reducing transportation costs and expediting deliveries.
• Transitioned distribution center to regulatory compliance as a zero-landfill facility.
• Maximized space at the LaVergne, TN distribution center, reducing handling costs by 10% to save $78K annually.

Milwaukee, Wisconsin, US

• Executed comprehensive pricing and data analysis to drive data-driven decision-making and facilitate a smooth transition of pricing data from QAD to Oracle.
• Spearheaded a team to produce over 25 monthly financial reports, utilizing Microsoft Excel to analyze trends and financial statements.
• Achieved a 12% reduction in price overrides by implementing lean six sigma methodologies, enhancing operational efficiency and compliance.

• Managed the financial performance of the district to achieve or exceed revenue, labor expense, and profit goals
• Responsible for approximately $15M in annual revenue and 35-40 direct reports across five states including Pennsylvania, West Virginia, Ohio, Tennessee, and Kentucky
• Trained sales representatives on effective business building techniques, including relationship development and follow-up activities

US

• Managed financial performance to exceed revenue, labor expense, and profit goals for a district overseeing $15M in annual revenue.
• Supervised 35-40 direct reports across 5 states, focusing on relationship development and sales training.
• Achieved promotion from Field Sales Management Associate to District Manager in 08/2006.

US

• Rotate though a program gaining great experience to each department in the corporate office. Departments include Marketing, Finance, Human Resources, Corporate Field Sales, Operations, New Business Development, Product.
• Increase relationship building by attending meetings with senior management from both Handleman and our customers

Deerfield, IL, US

• Analyze operating statements and try to solve problems such as reduce shrinkage, Key Performance Indicators, expense control, and maximize gross and net profit
• Coordinate management functions for retail store specializing in health and personal care products, including register functions, ordering, receiving, claims, revisions and resets, and other customer service

Bba, Marketing, Economics

Business Administration, Management And Operations

High School Diploma, Junior High/Intermediate/Middle School Education And Teaching