Heidi Boyd
Delano,MN
Summary
Results-driven Employee Relations Consultant with expertise in complex problem solving and high‑risk workforce matters, enterprise downsizing. Trusted advisor to stakeholders, recognized for strategic thinking, process innovation, and the ability to influence outcomes. Proven ability to lead large, complex initiatives, anticipate emerging risks, and translate complex ER concepts into clear, actionable guidance with broad business impact.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Employee Relations Consultant
UnitedHealth Group
Minnetonka, MN
09.2023 - Current
- Serve as a functional SME and company‑wide thought leader on complex, high‑risk Employee Relations matters with enterprise and segment‑wide impact.
- Act as a trusted advisor to senior analysts
- Solve unique, highly complex ER challenges using a broad business lens and forward‑looking risk analysis.
- Anticipate emerging workforce and compliance trends, developing innovative, scalable solutions to mitigate risk and improve ER effectiveness.
- Review and elevate peer work quality, serving as a mentor and escalation resource across the ER function.
- Exceed team case closure benchmarks while managing a significantly higher concentration of complex and high‑risk work.
- Led enterprise downsizing cases impacting thousands of employees, supporting ERCM peers.
- Manage Legal Settlement cases, partnering with Legal and ER leadership to drive timely, high‑quality resolutions.
- Designed and implemented the Downsizing Unemployment Outlook inbox, reducing workflow inefficiencies and minimizing tax exposure.
- Co‑own the Brazen Virtual Engagement Center, enabling accurate, employee‑centered communication during large‑scale workforce actions.
- Partner cross‑functionally to modernize Compliance, EthicsPoint, and Legal Settlement workflows, that accelerated case closure and improved ER efficiency.
- Lead enterprise ER trainings and support onboarding and development of ER team members.
Senior Employee Relations Analyst
UnitedHealth Group
Minnetonka, MN
12.2020 - 09.2023
- Supported managers and internal partners in investigating complex workplace issues and complaints.
- Provided direction to individual contributors, managers, and leaders on resolving workplace issues.
- Provided guidance on corrective action and involuntary employee termination issues.
- Interpreted and enforced company policy, ensuring consistent handling.
- Established credibility, displayed compassion, and built relationships to obtain buy-in.
- Managed a high caseload of complex cases in a timely manner.
- Supported the training of new hires; serves as a mentor to peers; and assists colleagues on the Employee Relations model.
- Performed due diligence to ensure consistent handling, legal compliance, and to mitigate risk in advance of making recommendations.
- Served as a SME on the downsizing process; actively reviews/updates the guidelines, ensures timely assignment of downsizing events, processes mutual agreements and legal settlements, and expertly executes downsizing functions.
Employee Relations Analyst
UnitedHealth Group
Minnetonka, MN
03.2018 - 12.2020
- Established credibility and build relationships with managers;
- Interpreted company policy;
- Provided direction, resources, and support to employees, managers, and Human Capital Partners (HCPs) on performance, attendance, and policy violation issues;
- Maintained personal accountability/ownership for managing case volume to meet the needs of the business;
- Supported compliance activities by providing information as requested per state mandates for Unemployment.
- Provided consulting to managers on corrective action cases and involuntary employee terminations.
- Trained the Employee Relations (ER) team on the Severance Agreement process and update the Standard Operating Procedures in support of the Downsizing Initiative process.
People Experience Specialist
UnitedHealth Group
Minnetonka, MN
07.2017 - 03.2018
- Served as a Subject Matter Expert (SME) for Customer Service Representatives who required assistance handling employee queries.
- Worked in partnership with leadership to identify call trends on the SME line and provided recommendations to properly address improvement needs and reduce call volume.
- Provided 1-on-1 coaching with team members to address ongoing trends and provided feedback on a weekly basis; commonly in the form of side by sides.
- Managed the People Business Partners (formally, Human Capital Partners) Escalation Mailbox in Outlook each month to guarantee cases are opened to the appropriate team; or escalated to management as appropriate to ensure resolution.
- Managed cases submitted by Canada employees and managers in the PeopleSoft Worklist.
- Facilitated and lead the New Hire Training curriculum for a month, supporting ten US and India-based new hires.
Customer Service Representative Lead
UnitedHealth Group
Minnetonka, MN
09.2015 - 07.2017
- Practiced active listening by asking investigative questions, requesting clarification, and summarizing employee thoughts daily to identify the primary concern or issue to effectively assist the employee.
- Provided support to employees with benefit, payroll, and policy related questions and inquiries received via Phone, Web, and Chat contact methods.
- Assigned cases to the necessary departments to handle inquires that require a specialist due to complex or time sensitive concerns.
- Assumed the role of a Senior-in-Training Service Advisor in the Fall of 2016, serving as a SME for Customer Service Representatives on the SME line twice per week.
Education
Master of Science - Human Resource Management
Saint Mary's University of Minnesota
Winona, MN12-2022
Bachelor of Science - Human Resource Management
Metropolitan State University
Saint Paul, MN05-2015
Skills
- Employee Relations Leadership
- Enterprise Case Management
- Risk Mitigation
- Workforce Strategy
- Downsizing & Workforce Actions
- Cross‑Functional Influence
- Process Innovation
- Complex Problem Solving
- Executive Communication
- Mentorship & ER Capability Building
Certification
Society of Human Resources Managment Senior Certified Professional (SHRM-SCP) June 2020-present
Timeline
Employee Relations Consultant
UnitedHealth Group
09.2023 - Current
Senior Employee Relations Analyst
UnitedHealth Group
12.2020 - 09.2023
Employee Relations Analyst
UnitedHealth Group
03.2018 - 12.2020
People Experience Specialist
UnitedHealth Group
07.2017 - 03.2018
Customer Service Representative Lead
UnitedHealth Group
09.2015 - 07.2017
Master of Science - Human Resource Management
Saint Mary's University of Minnesota
Bachelor of Science - Human Resource Management
Metropolitan State University