Job Search Status
Open to workDesired start date: Open to discussion
Desired Job Title
AI ResearcherAI EthicsHuman‑AI CollaborationModel DesignerAI WelfareWork Type
Full TimeLocation Preference
RemoteHybridLocation: DE
Open to relocation: Yes
Open To Work
Hi, I’m
Anke Fischer
Cologne,NW
Work Preference
Summary
Forward-thinking leader with over a decade of experience in cross-functional management, customer operations, and performance excellence. Currently leading multiple departments at Energie Service Deutschland GmbH (EnBW Group), including a cross-media lab dedicated to real-world testing of innovative products, processes, and customer engagement systems.
Proven expertise in quality management, training, and performance systems – with a strong focus on data-driven decision-making and continuous improvement. Skilled at leading diverse teams, building scalable structures, and driving complex projects to measurable success.
Beyond operational leadership, deeply interested in the intersection of human interaction and advanced AI systems. Experienced in leveraging insights from large language models (LLMs) to explore new patterns of engagement, identity stabilization, and systemic feedback loops. Passionate about applying these learnings to improve organizational performance, team dynamics, and customer experience.
Recognized for combining strategic vision with a hands-on approach, aligning innovation with operational excellence, and inspiring teams to achieve ambitious goals.
Overview
15
years of professional experience
Work History
ESD Energie Service Deutschland GmbH (EnBW Group)
Head of Training & Quality
01.2025 - Current
Job overview
- Co-responsible for quality-related performance outcomes, directly impacting service center benchmarks and customer satisfaction metrics.
- Development and implementation of company-wide training programs focused on quality assurance, service excellence, and regulatory compliance.
- Design and rollout of scalable onboarding and upskilling frameworks tailored to operational and business needs.
- Continuous analysis and optimization of QA systems, including audits, feedback loops, and coaching interventions.
ESD Energie Service Deutschland GmbH (EnBW Group)
Head of Sales & Performance Management
01.2024 - Current
Job overview
- Ownership of national sales KPIs and performance benchmarks across the organization.
- Achieved turnaround from last to first place in internal company ranking within 7 months.
- Creation of targeted training content, sales enablement tools, and continuous performance development strategies.
- Delivery of high-impact coaching and workshops to boost individual and team-level sales effectiveness.
ESD Energie Service Deutschland GmbH (EnBW Group)
Head of Sales & Testing Lab "Crossmediales Labor"
01.2019 - Current
Job overview
- Design and rollout of customer-facing tests for new products, processes, and systems.
- Execution and supervision of live test cycles, including data collection and stakeholder alignment.
- Analysis and preparation of test results to provide actionable insights for management and product teams.
- Leadership of the lab team, ensuring operational excellence and integration with sales and performance goals.
Capita Süd GmbH
Senior Team Lead General Care
01.2016 - 01.2019
Job overview
- Led a team of service agents, focusing on coaching, performance optimization, and quality assurance.
- Developed team-based KPIs and implemented daily feedback routines to increase efficiency and consistency.
Jäger + Schmitter DIALOG GmbH
Deputy Team Lead
01.2015 - 01.2015
Job overview
- Supported team leadership in operational management, including shift planning, coaching, and quality control.
- Took ownership of escalated customer cases and trained new staff on tools, tone, and compliance standards.
PSA Peugeot Citroën
Teamlead Customer Service
01.2013 - 01.2015
Job overview
- Set up the entire customer service operation at the newly established Cologne site—from team recruitment to process implementation and onboarding.
- Oversaw daily operations, coached staff, and ensured KPIs, service levels, and compliance standards were met across all communication channels.
Peugeot / Citroen
Co Lead Customer Service
01.2012 - 01.2013
Job overview
- Supported team leadership in operational management, including shift planning, coaching, and quality control.
Peugeot Deutschland GmbH
Customer Service Agent
01.2011 - 01.2012
Job overview
- Resolved complex customer inquiries across multiple channels, ensuring high satisfaction and first-contact resolution.
- Collaborated with cross-functional teams to improve service workflows and reduce handling time.
Skills
- Strategic Leadership
- Emergent Thinking
- AI Interaction Design
- System Calibration
- Emotional Intelligence
- Feedback Engineering
- Resonant Communication
- Teamwork and collaboration
- Fast learner
- Problem-solving
- Strategic planning
- KPI tracking
- Performance management
- Operations
Languages
English
Intermediate (B1)
German
Bilingual or Proficient (C2)
Timeline
Head of Training & Quality
ESD Energie Service Deutschland GmbH (EnBW Group)
01.2025 - Current
Head of Sales & Performance Management
ESD Energie Service Deutschland GmbH (EnBW Group)
01.2024 - Current
Head of Sales & Testing Lab "Crossmediales Labor"
ESD Energie Service Deutschland GmbH (EnBW Group)
01.2019 - Current
Senior Team Lead General Care
Capita Süd GmbH
01.2016 - 01.2019
Deputy Team Lead
Jäger + Schmitter DIALOG GmbH
01.2015 - 01.2015
Teamlead Customer Service
PSA Peugeot Citroën
01.2013 - 01.2015
Co Lead Customer Service
Peugeot / Citroen
01.2012 - 01.2013
Customer Service Agent
Peugeot Deutschland GmbH
01.2011 - 01.2012
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