CMCamila M
@camilamuller
Award-winning Technical Support leader specializing in Knowledge Management, process unification, and escalation management.
BrazilWhat I'm looking for
I am an award-winning Technical Support professional with 9+ years at SAP, combining MBA-level strategic thinking with hands-on expertise in Knowledge Management (KCS), escalation management, and process unification. I lead cross-functional teams, drive KPI improvements, and implement AI and intelligent swarming tools to improve case resolution and customer satisfaction.
I have delivered measurable outcomes including large increases in AI tools usage, significant Knowledge Base growth, and successful onboarding and coaching programs. I am passionate about building efficient environments that foster exceptional customer satisfaction and continuous process innovation.
Experience
Work history, roles, and key accomplishments
SALed end-to-end process design and readiness for SAP Industries I&CX product family using KCS, driving process unification and adoption of AI tools that increased daily AI usage 240% and produced 136 new KBAs in 2025.
SACoached a 20-engineer support team on KCS and KM tools, increasing team article creation 33.6% in 2025 and reviewing/releasing 250+ KBAs while serving as global point-of-contact for new AI-assisted KM tools.
SAProvided technical and functional support for SAP Sales & Service Cloud, resolving 350+ tickets per quarter with CSAT/CES >90% and contributing 30 new and 187 improved KBAs in 2025.
SACoordinated CX onboarding and training for new hires, building self-paced courses in SuccessFactors Learning and managing training records for 15+ hires to ensure compliance and readiness.
SAManaged daily case inflow for Cloud for Customer and Business ByDesign, maintaining SLA adherence >90%, coordinating escalations with MCC and Development, and optimizing routing and reporting.
Education
Degrees, certifications, and relevant coursework
PSPontifical Catholic University of Rio Grande do Sul
Master of Business Administration, Leadership, Team Management and Productivity
2024 - 2025
MBA in Leadership, Team Management and Productivity with coursework in leadership, OKRs, KPIs, and feedback management.
UFUniversidade Feevale
Associate's Degree, Business Management Processes
2018 - 2021
Associate's degree in Business Management Processes covering management, process improvement, business analysis, and entrepreneurship.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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