Jennifer Nicholson, Founder, HAVA S.A.S

“Success is not final; failure is not fatal. It is the courage to continue that counts.” These timeless words from Winston Churchill encapsulate the essence of resilience. When one opportunity fades, it paves the way for countless others. Every closed door is an invitation to explore new avenues, fostering growth and triumph. With the right attitude and vision, a visionary navigates setbacks as stepping stones to victory. They pivot, innovate, and preserve, transforming challenges into opportunities. Armed with resilience and unwavering dedication, they forge ahead, undeterred by obstacles. Through grit and strategic foresight, they carve their path towards triumph, turning dreams into reality. Jennifer Nicholson, the visionary behind HAVA S.A.S. and HAVATalk, sparked a revolution in the virtual support sector by daring to dream big with every opportunity that came her way. 

The journey began in Colombia, where limitations in language proficiency led Jennifer to explore online opportunities. Disheartened by the exploitative conditions of English-speaking call centres, paying meager wages, she identified a niche in providing remote customer support. Leveraging her experience, she not only established a successful freelancing career but also founded HAVA S.A.S. and HAVATalk. By imparting her knowledge and fostering a supportive work environment, Jennifer’s companies offer competitive pay, flexibility, and tools for personal growth, attracting talent away from conventional call centres and empowering individuals to pursue their aspirations. 

Introducing Remote Work 

Jennifer faced numerous challenges in introducing the concept of remote work, despite her initial enthusiasm. While the appeal of working from home resonated with the employees, convincing traditional institutions, like banks, proved difficult. The banking sector struggled to grasp the unconventional business model, as evidenced by an amusing encounter with the Gerente of Bancolombia visiting Jennifer’s makeshift headquarters, her home. Amidst the chaos of domestic life, with her young daughters playing around and a pot of soup simmering on the stove, the banker’s question about the whereabouts of her employees sparked laughter. Despite such hurdles, Jennifer remained steadfast in her creativity, leveraging the inherent benefits of remote work—financial development, family, time, and freedom from corporate constraints—to attract and retain talent. It wasn’t until the onset of the pandemic in 2020 that the rest of the business world recognised the indispensability of remote work, validating Jennifer’s pioneering approach and cementing the relevance of her business model in an evolving landscape. 

Igniting Potential at HAVA S.A.S. and HAVA Force 

A leader molded by a high-level athletic background, Jennifer Nicholson infuses HAVA S.A.S. and HAVATalk with core values reflecting integrity, purpose, empowerment, and accountability. Her decision-making is rooted in principles honed as a team captain, stressing consistent hard work and motivating others for collective success. Aligned with her personal vision, Jennifer believes in providing every individual with the resources to ignite their potential. Her joy lies in nurturing that spark and witnessing others achieve accomplishment. Guided by Napoleon Hill’s wisdom, “It is literally true that you can succeed best and quickest by helping others to succeed,” Jennifer fosters a culture where belief in her teams catalyses their self-belief. This philosophy defines her leadership, creating an environment where discovering one’s superpowers becomes the most rewarding aspect, embodying the essence of her personal and business insight. 

Elevating Service Brilliance

Ensuring the enduring quality of HAVA S.A.S. and HAVATalk, Jennifer implemented robust internal management processes to fuel team productivity and client satisfaction. Each client is assigned to a dedicated agent paired with an in-house project manager, offering comprehensive support beyond mere task execution. Rigorous evaluation protocols, continuous training, and adherence to key performance indicators (KPIs) are integral to maintaining service quality. With a focus on scalability, project managers collaborate closely with clients to develop training manuals, standard operating procedures (SOPs), and reports, streamlining the onboarding process. This proactive approach empowered clients to focus on innovation, confident that their operational needs were expertly managed. By prioritizing client success and internal efficiency, Jennifer ensures that HAVA remains at the forefront of delivering exceptional virtual assistance. 

Developing a Culture of Empowerment 

By emphasizing the significance of company culture, Jennifer instils a sense of responsibility and personal development in her team members. By fostering a remote work environment, she encourages a mindset of accountability and growth, recognising the correlation between personal evolution and productivity. Jennifer’s leadership extends beyond mere guidance; she inspires her team to tackle challenges autonomously, equipping them with the necessary tools for positive results. Through mutual support and respect, she cultivates a community where each member feels valued and empowered. Jennifer leads by example, demonstrating integrity and generosity in her interactions, fostering a culture where giving precedes receiving. This holistic approach to team progress ensures that every team member contributes effectively to the company’s wellbeing, driven by a shared commitment to growth and excellence. 

A Pearl of Wisdom for Aspiring Entrepreneurs 

As we look ahead, the horizon brims with chances for expansion and adaptation in the ever-evolving landscape of virtual assistance. Jennifer Nicholson understands the significance of staying agile and responsive to market dynamics. She continually invests in her teams, providing workshops and training to equip them with the skills needed to thrive amidst shifting marketing trends. In contemplating potential expansions or new services, Jennifer remains committed to maintaining focus and excellence. She acknowledged the value of specialization, suggesting that any expansion would involve assembling a dedicated team of experts. Yet, she also recognizes the impermanence of mastery in the dynamic field of marketing, emphasizing the need for continuous reinvention. 

Reflecting on her journey, Jennifer offers safe advice to aspiring entrepreneurs in the virtual assistance realm. “8 out of 10 entrepreneurs make the same mistake: they try to do everything on their own,” she remarks. “You are only as strong as your weakest team member. And let me reiterate: YOU NEED A TEAM.” Jennifer’s words underscore the indispensable role of teamwork in scaling a business, accentuating the importance of integrity, value, and experience in building a cohesive and effective team.