Meet Kay, District’s new customer success manager

Meet Kay Macayza-Sandford, our newest member of the District family. Kay’s passion lies in building new processes that streamline and automate the delivery of customer success. Kay can most definitely be considered a people person, she’s hands-on with the clients and is also considered the mother hen already at District’s HQ. (She’s constantly feeding us brownies!)

Kay, can you tell us a little bit about your prior experience?

I studied Anthropology and Art History at university. I’ve always been passionate about the study of people, understanding human behaviours and cultural differences. I believe that is what led me into a career in Customer Experience. I’ve been in this industry for over 15 years in Telecoms and Cyber Security in the US and the UK.

What are your particular areas of interest or skills?

My main areas are trying to streamline processes to make things more efficient and achievable for clients and my team. I also like to motivate staff and create a work environment where we can all enjoy ourself and thrive together as a team. I guess you could say I’m a people person, so no wonder I ended up in Customer Success!

What do you enjoy doing in your spare time?

I enjoy spending time with my family, having a relaxing Sunday brunch (with a Bloody Mary or two!), and keeping in touch with family and friends from my hometown, Queens New York.

What drew you to District?

I was drawn to this position due to the fact that it’s a start-up company, and its in a position of a lot of growth at the moment. With all of my years of experience in CX, I knew I could bring a lot of value to the team and put all of my knowledge and creativity into practice. Something that is often hard to do in the corporate environment. I knew that it would be a challenging role, but I am more than excited to hit the ground running, and implement new processes that will help as District scales.

What are you most excited about in the new role?

I love what District is all about, and think the product adds massive amounts of value to the tenant experience. I am excited to get to grips with the product and technology, as it’s a completely new industry for me.

From your experience in customer success, what are one of the biggest learnings you’ve gained?

Addressing customer needs and ensuring they have a good experience. As a skill set, customer service entails several qualities like active listening, empathy, problem-solving and communication. Each client is different, and you have to be able to adapt on the spot. I believe I have honed this craft pretty well over my career.

What movie is your favourite guilty pleasure, and why?

In terms of movies, well, there’s too many to mention! A couple that pop into my mind is Goodfellas and Gone with the Wind. I’m also very much into watching reality shows like The Real Housewives franchise and Love and Hip Hop New York. (But don’t tell anyone!)

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