Have you ever worked with someone who could transform a team? If you’ve worked with Cara Tullio, Daniels Health’s newly promoted USA Customer Service Manager, you have. Cara’s leadership revitalized an entire Daniels Health business unit, turning it into a model of efficiency and teamwork. Her story is one of tenacity, empathy, and a commitment to doing things the right way. 

Cara didn’t plan on becoming the driving force behind one of the top-performing teams at Daniels Health, but over her nearly three years with the company, that’s what she’s done. With a background in retail management and a customer-first mentality, Cara has consistently raised the bar, not just for her team but for the entire Sturtevant, Wisconsin business unit. Now, as she takes on managing customer service nationwide, her impact is set to grow. 

In this spotlight, you’ll see how Cara’s unique leadership style—blending empathy and efficiency—has transformed the approach to customer service at Daniels Health. From handling operational issues to mentoring future leaders, Cara leads by example, always with a customer-first mindset. 

Cara’s Journey to Daniels Health 
 

Cara’s path to Daniels Health was as unexpected as it was impactful. Before joining, she spent nearly nine years in retail management at Bed Bath & Beyond, where she honed her customer service and leadership skills. Daniels Health wasn’t on her radar until a recruiter, Maggie Bassie, mentioned the opportunity, and the proximity of the Sturtevant plant to her home caught her attention. 

However, it was her interview with Joe Hameister, Regional Director of Operations, that sealed the deal. His focus on fostering a positive company culture aligned with Cara’s values of trust and teamwork. "After that interview, I knew this was a place where I could make a real impact," she recalls. In August 2021, she joined Daniels Health as a Customer Service Supervisor. 

Her retail experience gave her a unique perspective on operations at Daniels. She quickly realized that her ability to handle complex, high-pressure situations was a perfect fit for the fast-paced environment. For Cara, joining Daniels Health wasn’t just a career move—it was an opportunity to apply her customer-first mentality in new, impactful ways. 

Leadership Style and Team Impact 

Cara’s leadership style is built on trust, empathy, and open communication—qualities that have earned her team’s respect and loyalty. She believes that strong relationships are the foundation of a successful team. "When people feel valued, they’re more engaged, and that’s when the best work happens," Cara explains. Her focus on personal connection has created a close-knit, supportive environment at the Sturtevant plant. 

One of Cara’s standout qualities is her hands-on approach. She doesn’t manage from behind a desk—she works alongside her team, solving problems and offering guidance. Whether coordinating with the transportation department or troubleshooting hazardous waste issues, Cara is deeply involved in daily operations. Her reputation as the "trusted fixer" within the company stems from her willingness to tackle challenges head-on. 

Cara’s influence extends beyond her department. She has improved communication between teams, ensuring that customer feedback reaches the right departments. Frequent check-ins with employees foster a culture of accountability and shared responsibility. Under her mentorship, Laura Hueso, a lead team member, has grown into a confident leader capable of managing her own team with the same care and attention Cara exemplifies. "Investing in your people lifts the entire team," Cara says. 

Cara’s ability to balance support with high expectations is one reason her team consistently exceeds targets. Described as “aggressively helpful,” she’s always there to support her team while pushing them to meet their goals. Whether maintaining customer service metrics or managing operations, Cara’s team consistently performs under her proactive leadership. 

Customer Service Excellence 

Cara’s commitment to customer service is unwavering. Her nearly nine years in retail management instilled a customer-first mentality, which she has brought to Daniels Health, transforming the company’s customer service department into a standout team. 

Under her leadership, Sturtevant’s average case closure time–the time it takes to resolve a customer case–dropped to 1.31 days, well below the company’s target of 2.0 days. These impressive results reflect her focus on responsiveness and efficiency. "Customer satisfaction starts with understanding their needs and responding quickly," Cara says. "We’ve worked hard to ensure every case is handled with care and urgency." 

Beyond metrics, Cara encourages her team to see each customer interaction as an opportunity to make a meaningful impact. Her approach has contributed to Sturtevant’s record-breaking and industry-high Net Promoter Score (NPS)—a measure of customer satisfaction and loyalty—of 69.35, reflecting high satisfaction and loyalty from Daniels Health’s customers. 

Improving communication between departments has also been key to Cara’s success. She collaborates closely with transportation and operations, ensuring that customer feedback drives continuous improvement. Her focus on collaboration allows the Sturtevant plant to not only meet but exceed customer expectations. 

In addition to day-to-day responsibilities, Cara mentors her team to handle complaints with professionalism and confidence. Her team consistently surpasses their Salesforce complaint resolution goals, leading to a significant reduction in unresolved cases. Cara’s hands-on leadership and commitment to excellence have set a new standard for customer service at Daniels Health, making her an invaluable asset. 

Looking Ahead: Cara’s Vision for the Future 

With her recent promotion to Customer Service Manager for the USA, Cara is ready to scale her success across the country. Her achievements at the Sturtevant plant prove that she’s not only capable of managing a high-performing team but also of transforming processes to deliver exceptional results nationwide. 

In her new role, Cara will oversee customer service operations nationwide, ensuring that every customer interaction reflects the high standards she set at Sturtevant. "The customer’s experience should be seamless, no matter where they are," Cara says. "I’m excited to help elevate the service we provide across the board." 

Scaling her success will mean applying the lessons she learned in Sturtevant to a broader landscape. Communication will remain central to her approach, as she continues fostering collaboration between departments and integrating customer feedback into real-time improvements. "At the end of the day, it’s about making sure everyone—from drivers to office staff to customers—feels heard and supported," she explains. 

Cara’s track record speaks for itself, and her influence will undoubtedly drive Daniels Health forward. With her blend of empathy, strategic thinking, and operational excellence, she is well-prepared to meet the challenges of her new role and ensure that Daniels Health continues to deliver top-tier service to customers nationwide. 

REQUEST A QUOTE