Nicola Harteveld

Chief Executive Officer – Megan’s Starr Foundation (2017 – Present)
Award-winning youth mental health charity, Pembrokeshire, Wales

Visionary Leadership & Strategic Growth

• Founded Megan’s Starr Foundation in memory of my 14-year-old daughter, Megan, transforming unimaginable personal loss into a national force for change.
• Built the organisation entirely on a voluntary footing — no core funding, no marketing or business development team — powered solely by determination, lived experience, and an unshakable belief that no young person should be left without hope.
• Delivered over 1,400 hours of professional mental health support and 21,000+ volunteer hours, supporting disadvantaged, neurodivergent, and at-risk young people who had often been failed by statutory services.
• Recognised in the Senedd on multiple occasions for outstanding impact, and work closely with the local AM and MP to influence policy and ensure youth voices are heard at every level.

Innovative Wrap-Around Support Model

• Designed and implemented a pioneering model of care that brings together:
  The Dizzy Bear Community Café – a safe, welcoming training space for NEET and disadvantaged youth
  Thrifto Sustainable Fashion & Upcycling Hub – fostering creativity, employment, and environmental responsibility
  Megan’s Starr Support Centre – early intervention, peer support, and accessible mental health services outside clinical settings
• Created a blueprint that is now regarded as an inclusive, community-led alternative to traditional, often inaccessible mental health provision.

Impact & Change-Making

• Forged powerful cross-sector partnerships with schools, local authorities, health boards, and national organisations to ensure no young person slips through the net.
• Spearheaded the ITV ‘Be Kind’ Campaign in 2017, making kindness a national talking point.
• Directly supported over 1,500 counselling sessions and 5,000 free community meals, breaking down stigma while meeting immediate needs.

Empowering Volunteers & Future Leaders

• Recruited, mentored, and inspired 50+ volunteers, many of whom have progressed into employment or education through training gained at MSF.
• Delivered accredited training in barista skills, food hygiene, customer service, and peer mentoring — turning lived experience into leadership.

Championing a Movement, Not Just a Charity

• Continually advocate for mental health reform, challenging systemic gaps and pushing for earlier, more compassionate interventions.
• Recognised not only for measurable outcomes but for creating a movement of young changemakers who are rewriting the narrative on youth mental health in Wales and beyond.

Entrepreneur – Catering & Hospitality
Founder & Operator of Themed Restaurant

Profile
Highly driven and accomplished entrepreneur with a proven ability to spot market gaps, develop innovative concepts, and build profitable, award-winning businesses in the catering and hospitality sector. Known for combining creativity with strategic business acumen to deliver exceptional customer experiences and strong commercial results. Adept at full-spectrum business management — from concept to daily operations — and highly skilled in leveraging social media to drive growth and engagement.

Key Achievements & Responsibilities

• Founded & Grew a Unique Themed Restaurant – Conceived, launched, and successfully operated a destination dining venue that delivered immersive experiences tailored to market demand.
• Industry Recognition – Achieved Top 10 Burger Restaurant in Wales status (Wales Online) through innovative menu design, standout branding, and exceptional service standards.
• Market Impact – Identified and capitalised on untapped niche markets, increasing footfall and brand visibility while creating a loyal customer base.
• Social Media Growth – Built a 45,000+ strong Facebook following, using digital marketing strategies to drive bookings, brand recognition, and customer loyalty.
• Full Operational Leadership – Managed end-to-end operations including human resources, menu development, supplier relations, procurement, website creation, financial management, and staff scheduling.
• Event Management – Designed and delivered themed birthday parties and special events for up to 35 children at a time, maintaining high quality under pressure.
• Adaptability & Resilience – Pivoted business strategies in response to market trends and challenges, ensuring continued profitability and relevance.
• Team Leadership – Recruited, trained, and led a dedicated team, fostering a culture of excellence, collaboration, and customer focus.

Core Skills

• Market Opportunity Identification & Concept Development
• Strategic Business Planning & Growth
• Social Media & Digital Marketing
• HR & Staff Development
• Financial Oversight & Budget Control
• Menu Design & Food Innovation
• Event Planning & Delivery
• Customer Experience Excellence

Customer Service and Showroom Management

• Primary Point of Contact: Acted as the main point of contact for customers visiting the car sales showroom. Addressed inquiries promptly and directed them to the appropriate sales teams, showcasing strong interpersonal and communication skills.
• Service Reception Management: Managed service reception duties, including creating job cards for customer vehicles and coordinating with mechanical engineers. Ensured an efficient workflow and timely completion of service tasks.
• Courtesy Car and Transportation Services: Facilitated the arrangement of courtesy cars and transportation services for customers, significantly enhancing their overall experience and satisfaction.
• Motability Scheme Assistance: Exceeded standard job responsibilities by assisting customers with the Motability scheme. Utilised exceptional interpersonal skills to guide them through the process and address any concerns.
• Showroom Atmosphere: Maintained a welcoming and professional atmosphere in the showroom, contributing to positive customer interactions and fostering repeat business.

• Rapid Advancement: Elevated from Bar/Waiting Staff to Service Manager within a remarkable three-month period, attributed to exceptional interpersonal skills and a steadfast dedication to excellence.
• Operational Oversight: Managed the dynamic and demanding operations of the service side of a bustling Travel Inn & Beefeater establishment, ensuring seamless day-to-day functioning and high standards of service.
• Role Integration: Acted as the linchpin between Service Management and Quality Management roles, effectively balancing responsibilities to uphold superior service standards and enhance operational efficiency.
• Customer Experience Focus: Skillfully navigated physically and mentally demanding tasks while maintaining a relentless focus on delivering exceptional customer experiences and addressing customer needs promptly.
• Complaint Resolution: Investigated and resolved customer enquiries and complaints with empathy and professionalism, fostering positive relationships and significantly enhancing guest satisfaction.
• Cross-Departmental Communication: Facilitated effective communication channels between departments to optimise customer support delivery and streamline operational processes, contributing to a more cohesive service environment.
• Staff Scheduling: Strategically scheduled staff shifts to manage peak and off-peak periods efficiently, maximising productivity and ensuring responsive service.
• Workflow Management: Implemented workflow management strategies to surpass quality service goals, driving continuous improvement initiatives and maintaining high standards of service excellence.
• Product and Service Knowledge: Maintained up-to-date knowledge of product and service changes, ensuring accurate information dissemination and effectively meeting evolving customer needs.
• Leadership and Team Development: Demonstrated strong leadership qualities by inspiring and guiding staff members to achieve collective success, fostering a high-performing and motivated team environment.