Hi, I'm Justin
CX Strategy Lead & Multi-disciplinary Builder.
About
I consider myself a swiss army knife: a multi-disciplinary expert with deep experience spanning high-performance sales, strategic CX, and product design. Currently leading CX strategy at Master & Dynamic, I specialize in bridging the gap between high-level business goals and complex technical execution.
I am a builder at heart. Whether it's designing a brand's visual identity, using agentic coding to ship software prototypes, or leveraging my high-stakes sales background to sell snow to a mountain, I thrive on creating something from nothing. I operate at the intersection of business development and product innovation, bringing diverse expertise to solve problems from every angle.
Work Experience
CX Strategy Lead
- Spearhead customer experience strategy for a premium audio brand, leveraging data-driven insights to optimize touchpoints and drive brand loyalty.
- Design and implement cross-functional initiatives to bridge the gap between customer feedback and product/marketing teams.
- Utilized Agentic Coding to develop an internal business analytics tool that highlights KPIs, providing key decision making tools for leadership, product teams, and marketing.
CX Lead
- Directed CX operations and a high-performing support team, establishing quality standards and performance benchmarks.
- Orchestrated process improvements across the support ecosystem, resulting in enhanced response times and customer satisfaction scores.
- Managed complex customer escalations, ensuring premium service alignment with brand identity.
CX Associate
- Provided expert-level support for high-end audio hardware, developing deep product expertise to resolve technical and aesthetic customer inquiries.
- Cultivated long-term customer relationships through personalized service and consistent follow-through.
BMW Client Advisor
- Facilitated end-to-end luxury vehicle acquisitions, providing tailored consultations for high-net-worth clients.
- Managed a high-volume sales pipeline while maintaining top-tier customer satisfaction ratings and brand loyalty.
Audi Brand Specialist
- Recognized as the #1 salesperson by Customer Satisfaction (CSAT) in the Western Region for 2021.
- Served as a subject matter expert for the Audi product lineup, delivering immersive product demonstrations and brand education.
- Consistently exceeded sales targets through proactive lead management and expert negotiation.
Lot Attendant
- Managed dealership inventory and lot logistics, ensuring premium vehicle presentation and efficient operational flow.
- Supported sales and service departments with vehicle preparation and movement in a high-volume luxury environment.
Education
Arizona State University
2022 - PresentB.A. Applied Business and Technology Solutions
University of Colorado Boulder
2018 - 2019B.A. Computer Science - Transferred Out
Avenues: The World School
2014 - 2018High School Diploma
Projects
A few highlights. View all →
M&D Support Dashboard
2024 - 2026Internal business analytics tool built for Master & Dynamic. Surfaces KPIs across tickets, CSAT, agent performance, and product quality for leadership and product teams.
jal-co/ui
2025 - 2026Open-source React component library distributed via the official shadcn registry. 17 polished, composable components for code blocks, dev tools, documentation, and open-source projects.
Meowbot Web
2025 - 2026All-in-one analytics tool for Real Sports — track OTD earnings, explore marketplace deals, analyze player and team pass values, and find steals across NBA, NFL, MLB, NHL, UFC, and more.
FMMLoader-26
2025 - 2026Open source, cross-platform mod manager for Football Manager 2026. Drag-and-drop support, smart path detection, and built-in restore points. 15,000+ downloads.
Real Sports App — Badge Design
2025 - 2026Designed custom achievement badges for high-profile special events, collaborating with the product team to enhance user engagement through visual rewards and gamification.