Marcus Pettiford
Atlanta,GA
Summary
Experienced Talent Acquisition and Consumer Experience professional with 8+ years in recruiting, workforce planning, and customer engagement. Skilled in optimizing hiring processes, boosting candidate quality, and leading strategies that improve retention and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Mobility Sales & Service/Mi60
AT&T
Atlanta, GA
12.2025 - Current
- Assisted teams in monitoring key performance metrics such as AHT adherence, 7-day call back, and VoC support. Facilitated understanding of important metrics like AHT adherence and VoC support for improved team performance.
- Assisted new hire agents with sales techniques and peer evaluations. Supported peers with performance enhancement strategies.
- Collaborated with agents to enhance sales performance and uphold high consumer service standards.
- Cultivated a positive and engaging team culture through daily reviews and morale-building activities.
Consumer Experience Manager
Nike
09.2018 - 10.2025
- Led cross-functional initiatives to enhance the customer journey, resulting in significant improvements in customer satisfaction and retention.
- Implemented innovative engagement strategies, improving brand loyalty across target demographics.
- Analyzed customer feedback to refine service offerings, streamlining operational efficiency.
- Spearheaded process improvements that drove measurable gains in team productivity and consumer satisfaction.
Talent Acquisition Leader
Darden Restaurants
01.2017 - 01.2022
- Managed full-cycle recruiting across multiple brands, aligning staffing strategies with business goals.
- Reduced time-to-fill by over 12 days through streamlined hiring processes.
- Developed sourcing strategies that increased diversity and quality of candidate pipelines.
- Analyzed recruitment metrics to improve strategies, resulting in significantly improved employee retention.
Recruiter
Starbucks
01.2015 - 01.2017
- Oversaw talent acquisition across multiple regions, enhancing hiring efficiency and consistency.
- Built strong partnerships with leadership to forecast hiring needs and improve workforce planning.
- Designed and implemented recruitment initiatives that elevated the candidate experience.
Education
M.S. - Applied Behavior Analysis
Georgia State University
Atlanta, GA05.2021
B.S. - Anthropology
Kennesaw State University
Kennesaw, GA05.2019
Skills
- Talent Acquisition & Recruitment Strategy
- Consumer Experience Optimization
- Cross-Functional Team Leadership
- Strategic Workforce Planning
- Hiring Metrics & Analytics
- Microsoft Office
- Spanish
Timeline
Mobility Sales & Service/Mi60
AT&T
12.2025 - Current
Consumer Experience Manager
Nike
09.2018 - 10.2025
Talent Acquisition Leader
Darden Restaurants
01.2017 - 01.2022
Recruiter
Starbucks
01.2015 - 01.2017
M.S. - Applied Behavior Analysis
Georgia State University
B.S. - Anthropology
Kennesaw State University