Oscar Tan
@oscartan
I’m a game localization and customer support professional blending linguistic precision, cultural insight, and fast problem resolution.
MalaysiaWhat I'm looking for
I’m a Game Localization Specialist and customer support professional who enjoys turning complex requirements into clear outcomes. In a remote-first gaming CX role, I overhauled Zendesk Macro responses so they were functional and easy to access, learned how our systems connect (Zendesk, Kraken, Office 365 mainly Teams & Sharepoint), and consistently worked toward a 90% resolution target with an 85% customer satisfaction goal.
Most recently, I translated, reviewed, proofread, evaluated, and tested game-related content (primarily Tencent’s Honor of Kings) against quality standards, and I evaluated culturally sensitive issues for the North American region to reduce risk. I also create style guides, terminology databases, and project documentation to support vendor onboarding and localization quality—while staying calm and effective when priorities shift, including experience with crisis management during live tours.
Experience
Work history, roles, and key accomplishments
Travel Experience Specialist
Orchid Dynasty Travel
Jan 2018 - Present (8 years 7 months)
Worked as a freelance licensed Mandarin/English tour guide for Orchid Dynasty Travel, supporting tour experiences for clients from Malaysia and Singapore. Also participated in larger corporate trip management responsibilities as an experienced chief tour guide.
Travel Experience Specialist
WTS Travel
Jan 2018 - Present (8 years 7 months)
Worked as a freelance licensed Mandarin/English tour guide for WTS Travel, supporting tours for clients across Malaysia and Singapore. Provided end-to-end coordination for group travel needs and crisis management during trips.
Travel Experience Specialist
Sultan Ibrahim Stadium
Jan 2024 - Dec 2025 (1 year 11 months)
Served as an in-house tour guide for Sultan Ibrahim Stadium (Southern Tiger FC) upon invitation from the stadium’s travel agency owner during a Tourism Malaysia event. Acted as a key representative of Malaysia’s tourism industry for visiting guests.
Translated, reviewed, proofread, evaluated, and tested game-related content in English to quality standards for Tencent’s Honor of King project. Evaluated culturally sensitive issues for the North American region and collaborated with development and localization teams to ensure localization quality.
Gaming Support Agent
5CA
Aug 2021 - Oct 2023 (2 years 2 months)
Overhauled Zendesk macros to match current troubleshooting needs and improved accessibility of customer response workflows. Provided customer support aimed at 90% resolution-time and 85% customer satisfaction targets.
Sweet Potato Ball Franchiser
Golden Sweet Potato Ball
Jan 2020 - Jan 2021 (1 year)
Managed operations of five food stalls using culinary operating procedures and standard operating procedures. Conducted staff performance assessments and met guest satisfaction, revenue, and add-on item sales targets.
Product Advisor
Microsoft Singapore
Jan 2016 - Jan 2017 (1 year)
Advised guests as a product specialist on new and pre-owned Microsoft devices and guided them to personalized device choices. Maintained strong monthly closing ratios and supported major Singapore IT fair events including Comex 2016 and Comex 2017.
Education
Degrees, certifications, and relevant coursework
Camford International College
Diploma in Business, Business
Completed a Diploma in Business at Camford International College in Singapore.
Global Institution of Tourism (Johor Bahru Branch)
Vocational Diploma (Tour Insider), Tourism
Earned a vocational diploma in tourism as a well-trained Tour Insider at the Johor Bahru branch.
SMK Tmn Pelangi
SPM (Sijil Pelajaran Malaysia), Secondary Education
Grade: English A; Chinese B+
Completed SPM studies with English (A) and Chinese (B+).
Kwanghua Private High School
UEC (Junior High School level), Secondary Education
Completed UEC at the junior high school level.
Tech stack
Software and tools used professionally
Availability
Location
MalaysiaAuthorized to work in
Salary expectations
Social media
Job categories
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