Matthew Robb
Seattle
Summary
Results-driven Operations Leader with over 10 years of experience enhancing service environments through effective workflow coordination and strategic vendor management. Expertise in day-to-day operations oversight, onboarding, performance coaching, and cross-functional coordination. Proven ability to streamline processes and improve communication, driving significant productivity increases and growth in operational metrics.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Director of Operations & Realtor
Christine & Company – eXp Realty
Seattle
07.2022 - Current
- Contributed to 80.7% growth in closed volume and 91.7% growth in closed transactions from 2024 to 2025 through stronger coordination, training, and operational execution.
- Build weekly training content and deliver one-on-one and group coaching that contributed to a 70.7% increase in productivity from Q1–Q3 2024 to Q1–Q3 2025.
- Coach and support 12 agents through communication expectations, accountability standards, and issue resolution across active listings and transactions.
- Acted as the central operational point of contact for agents, vendors, and clients, facilitating clear communication and effective problem-solving to maintain continuity in workflows amid ambiguity and last-minute changes.
- Improved customer support processes and communication workflows to strengthen service consistency and reduce client dissatisfaction.
- Implemented AI-enabled systems and workflow improvements to streamline operations and enhance scalability of processes.
- Direct day-to-day operations across team workflows, training, process improvement, and performance follow-up in a fast-paced service environment.
Realtor
Keller Williams Realty
California
01.2014 - 04.2022
- Coordinated client transaction workflows, managing timelines, appointments, vendors, contracts, and communication to ensure seamless processing of multiple transactions.
- Resolved urgent issues related to repairs, financing, and scheduling, maintaining clear communication with stakeholders to facilitate timely solutions.
- Prepared and reviewed contracts and disclosures for accuracy and compliance, ensuring adherence to critical deadlines.
Team Leader
Keller Williams Realty
Seattle
07.2020 - 04.2022
- Led recruiting, onboarding, coaching, and performance management to enhance team effectiveness in high-output office.
- Built and reinforced training standards, leadership development, and accountability expectations to improve execution and team consistency.
- Advised agents on business management strategies and performance improvement to meet deadlines in service setting.
- Managed office financial performance and analyzed key business indicators to inform operational decision-making.
Productivity Coach
Keller Williams Realty
California
01.2017 - 07.2020
- Delivered IGNITE training program and ensured accountability with ongoing development and follow-up.
- Coached newly licensed agents to enhance ramp-up speed, reinforce standards, and reduce time-to-productivity.
- Facilitated training sessions for new agents and staff development programs.
- Mentored junior coaches in effective real estate practices and client engagement.
- Developed strategic plans to enhance team performance and client satisfaction.
Assistant Team Leader & Productivity Coach
Keller Williams Realty
Los Angeles
11.2019 - 07.2020
- Coached team members on productivity and business routines, contributing to effective sales and business meetings.
- Facilitated recruiting workflows, developed associates, and executed meetings in a fast-paced office environment.
- Established structure for managing multiple priorities, deadlines, and client commitments.
Organizational Development Manager
The Druggist Pharmacy
Laguna Niguel
08.2013 - 03.2015
- Collaborated with executive leadership to enhance productivity, streamline communication, and optimize operational effectiveness.
- Facilitated alignment between staff and management to resolve issues and ensure execution of organizational priorities.
- Conducted training for staff on policies and HIPAA requirements to ensure compliance and maintain operational consistency.
- Served as Marketing & Sales Manager, overseeing promotional strategies and team performance.
Education
Master’s - Industrial & Organizational Psychology
Capella University
05-2013
Bachelor of Arts - Psychology
California Polytechnic State University
Monaca, PA05-2007
Licensed Broker -
Allied School of Real Estate
WA, CASkills
- Operations Management
- Service Operations
- Process Improvement
- Workflow Execution
- Field coordination
- Training and onboarding
- CRM systems
- Microsoft Excel
- Office 365
- AI-Enabled Process Improvement
- Team Accountability
- Customer Communication
Certification
Google Project Management Professional Certificate
Timeline
Director of Operations & Realtor
Christine & Company – eXp Realty
07.2022 - Current
Team Leader
Keller Williams Realty
07.2020 - 04.2022
Assistant Team Leader & Productivity Coach
Keller Williams Realty
11.2019 - 07.2020
Productivity Coach
Keller Williams Realty
01.2017 - 07.2020
Realtor
Keller Williams Realty
01.2014 - 04.2022
Organizational Development Manager
The Druggist Pharmacy
08.2013 - 03.2015
Master’s - Industrial & Organizational Psychology
Capella University
Bachelor of Arts - Psychology
California Polytechnic State University
Licensed Broker -
Allied School of Real Estate